Customer Services Call Handler

We are currently recruiting a Customer Services Call Handler based within the National Business Centre within Coventry. One permanent and one fixed term (until 31 March 2027).

We 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.

These vacancies are part of a team based from our National Business Centre office within Coventry.

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.

Let us tell you a bit more about the role…

As a Customer Services Call Handler you will help to promote a culture of excellent customer service, which will enhance the service user’s experience of Cafcass and present a positive and service user-focused image at all times. Should you join us your tasks will include:

• Providing a responsive, effective service responding to callers with routine enquiries coming into the Call Centre including service users, courts, legal representatives and other professionals and local agencies, ensuring all calls are responded to or re-directed, as necessary
• Validating known information and updating data onto any database or other electronic retention and retrieval system keeping records as up to date as possible at all stages. Alerting local teams to changes to data or new information provided during calls.
• Ensuring all information is accurate and, where inaccurate data is provided, chase up and re-enter.
• Ensuring compliance with data protection legislation and information assurance policy and procedures at all times.

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Next steps / timelines

If and when you are ready to apply, our application process is straightforward and quick to complete. You don’t need to complete your application in a single visit, you can start it and come back and amend your responses / update your CV, just make sure you come back before the closing date to submit.

Below we have given you an indication of a timetable we are hoping to work towards, although dates are subject to change.

Closing date:

13 September 2026

Final Interview:

17 - 18 September 2026 in the National Business Centre

Feedback will only be provided if you attend an interview or assessment.