At a Glance
- Tasks: Be the first point of contact for families, providing support and guidance across various channels.
- Company: Join Family Fund, a values-driven organisation committed to inclusion and diversity.
- Benefits: Enjoy a rewarding work environment with opportunities for personal growth and development.
- Other info: Dynamic team culture with a commitment to equality and support for disabled applicants.
- Why this job: Make a real difference in families' lives while developing your customer service skills.
- Qualifications: Experience in customer service, strong communication skills, and proficiency in Microsoft Office required.
The predicted salary is between 20250 - 24750 £ per year.
We are looking for two First Contact Team Officers to join our team. In this role, you will be the first point of contact for families and customers, providing information, support and guidance across a range of channels, including telephone, email and online enquiries. You will take ownership of queries, managing them through to resolution while ensuring a professional and positive customer experience.
You will develop a strong understanding of Family Fund’s grant programmes and processes to provide accurate advice, manage expectations throughout the application journey, and identify opportunities to offer additional support. Working across multiple systems and platforms, you will help deliver the best outcomes for families while ensuring compliance with Family Fund policies and procedures.
About you
To be successful in this role you must have experience of dealing with telephone queries in a customer service environment. You must have administration experience and be used to dealing with email and written queries. A confident and helpful telephone manner is required along with written communication skills. Experience of Microsoft Office packages is required. You will need to be able to work under pressure and to performance targets.
About us
Family Fund is a great place to work for great people. We provide a challenging and rewarding working environment where every staff member can make their mark. We are a values based organisation and we aim to show our values in all that we do. We commit to inclusion, equality and diversity and we welcome applications from all parts of the community. Family Fund is a Disability Confident Leader. We will invite to interview all disabled applicants who meet the requirements for the role. If you have a disability, and are happy to let us know, please highlight this in your covering letter. We have also signed the Armed Forces Covenant and we welcome applications from the Armed Forces Community.
The successful candidate must complete pre-employment checks that meet the Baseline Personnel Security Standard. This includes a requirement to undergo a basic level DBS criminal record check, right to work check and employment history verification.
First Contact Team Officer employer: Family Fund
Family Fund is an exceptional employer, offering a rewarding opportunity for the Partner Engagement Manager role in Northern Ireland. With a strong commitment to supporting families raising disabled or seriously ill children, we foster a collaborative and inclusive work culture that values every team member's contributions. Our home-based position allows for flexibility, while regular engagement with key stakeholders provides meaningful growth opportunities within the disability sector.
