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As a Customer Services Administrator you will contribute to the effective and efficient management and progression of cases, providing administrative support to the local Family Court Advisers and Service Managers.

Should you join us your tasks will include:

• Supporting and contributing to organisational wide activities to meet statutory and professional responsibilities with regard to safeguarding children
• Receipt and check information on new complaints received via post, email or over the telephone
• Input data/information onto databases, or other electronic retention and retrieval system, as required
• To support the Customer Services Team with outstanding complaints and SARs through the agreed process and keep records as up to date as possible at all stages
• To process SAR requests and ensure the agreed timescale for completion is met

We are recruiting for the role of Customer Services Administrator in our teams working from the National Business Centre in Coventry.

You will provide support to the complaints element of the customer services team to ensure effective business support is given to service user and colleagues by using specialised databases, e.g. Case Management System (CMS) and ECF as required.

The Customer Services Administrators are responsible for logging and tracking incoming complaints and Subject Access Requests (SARs) and ensuring all agreed timescales are met.

Cafcass trust and empower colleagues to work in a hybrid way, providing the resources, equipment, and support, so that individually and collectively, we can be the voice of children and young people when the family court makes critical decisions about their futures.

We are a diverse, inclusive organisation that is a safe space for colleagues with shared aspects of identity and lived experience, which helps ensure we provide a service which promotes the diversity and uniqueness of children and families from all backgrounds. We especially welcome applications from people from diverse backgrounds as we strive to ensure our workforce reflects the diversity of the children and families we work with.

We provide extensive wellbeing support for colleagues, as well as excellent benefits, all of which we hope encourages you to join us.

We look forward to hearing from you.

• 
  A relevant qualification in business administration (e.g. NVQ2), or a willingness to work towards to a qualification and/or significant experience in a similar role
• A minimum of two years experience in a complaints environment
• Confident and capable of using MS Office applications to a basic / intermediate level
• Clear, confident communicator via email, phone and in person
• Someone who thrives working in a team
• Able to prioritise work in a fast-moving environment with strict deadlines

For a full list, please refer to the job description

• 28 days holiday (including three for Christmas) rising to 33 days with five years continuous service, which could include your current employment. You can also buy more holiday or sell any you do not need.
• 19.4% employer contribution to Local Government Pension scheme, potentially building on your current pension.
• Most colleagues work in a hybrid way, having the benefits of working both from the office and home, we also accommodate flexible working requests (e.g. 9-day fortnights).
• Generous discounts with wide range of companies covering leisure, technology, travel, personal finance, fashion and supermarkets.
• This list is just a selection of main benefits and we have a range of policies and processes that allow us to support our colleagues - and their families – and we look forward to providing you with further information about these in due course.

Job contact :

Name :
Daisy Sheldon
Email :
[email protected]

Recruitment team

Email :
[email protected]