Customer Services Administrator - Secondment - 12 Months

Children and Family Court Advisory and Support Service; Coventry; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

A governmental services organization in Coventry is hiring a Customer Services Administrator for a 12-month secondment. The role involves supporting safeguarding activities, processing complaints, and data management. Requires strong communication skills, experience in a complaints environment, and the ability to work in a team. This position offers generous holidays, an excellent pension plan, and a flexible working environment.

Benefits

28 days holiday, rising to 33 days with service

18.1% employer contribution to pension

Flexible working options

Exclusive discounts

Reimbursed professional fees for social work colleagues

Personal car leasing scheme

Qualifications

• Two years of experience in a complaints environment.
• Willingness to work towards a qualification in business administration.
• Confident in using MS Office applications.

Responsibilities

• Support organisational activities for safeguarding children.
• Process new complaints received via post, email, or telephone.
• Input data onto databases as required.
• Assist with outstanding complaints and SARs.
• Ensure compliance deadlines for SAR requests are met.

Skills

MS Office applications

Clear communication

Teamwork

Prioritization in fast-paced environments

Education

Relevant qualification in business administration

Job description

Overview

We are recruiting for a 12‑month secondment role of Customer Services Administrator in our teams working from the National Business Centre in Coventry. 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. We are a diverse, inclusive organisation that is a safe space for colleagues with shared aspects of identity and lived experience, ensuring our service promotes the diversity and uniqueness of children and families from all backgrounds. We especially welcome applications from diverse backgrounds to help reflect the children and families we serve. We provide extensive wellbeing support for colleagues, as well as excellent benefits, all of which we hope encourage you to join us.

Responsibilities

• Support and contribute to organisational‑wide activities to meet statutory and professional responsibilities regarding safeguarding children.
• Receive and check information on new complaints received via post, email, or telephone.
• Input data and information onto databases or other electronic retention and retrieval systems as required.
• Support the Customer Services Team with outstanding complaints and SARs through the agreed process and keep records up to date at all stages.
• Process SAR requests and ensure the agreed timescale for completion is met.

Qualifications

• A relevant qualification in business administration (e.g., NVQ2), or willingness to work towards a qualification and/or significant experience in a similar role.
• 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.
• Ability to prioritise work in a fast‑moving environment with strict deadlines.
• Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard checks.

Benefits

• Generous holidays: 28 days holiday (incl. 3 for Christmas) rising to 33 days with five years continuous service (can sell any unused days).
• Excellent pension: 18.1% employer contribution to Local Government Pension Scheme.
• Flexible working: hybrid office and home options, with accommodation for flexible working requests.
• Exclusive discounts with a wide range of companies covering leisure, technology, travel, personal finance, fashion, and supermarkets.
• Professional fees: Social Work England membership fees reimbursed for social work colleagues.
• Car leasing scheme: personal car leasing scheme with competitive rates through a third‑party provider.

We know if you join us you want to be rewarded in a variety of ways, including time away from work to spend with those important to you, manage your financial present and future, whilst also being trusted to manage your work/life balance.