First Contact Team Officer

Are you looking for a role where your skills can directly benefit families raising disabled or seriously ill children and young people?

The role

We are looking for two First Contact Team Officers to join our team. We have one permanent vacancy and one fixed term vacancy until 31 March 2026.

In these roles you will provide information, support and assistance to all families and customers of Family Fund in a professional manner. You will respond to queries across the full range of media channels including telephone, email and online. You will take ownership of family queries and progress them to a satisfactory conclusion for both parties. You will effectively identify appropriate opportunities to provide additional support using the systems and tools available. 

If you join us, you’ll be: 

• Responding to all family queries in accordance with department processes across the full range of media channels.
• Developing and maintaining knowledge of all Grant Services processes and those related to each grant programme to enable provision of accurate and consistent information, support and advice.
• Managing family expectations and helping with guidance throughout Family Fund application processes.
• Working across multiple platforms to deliver the best outcome for families and adhere to Family Fund process and policy

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. Read our staff stories here, and see how our staff display our values every day.

We commit to inclusion, equity 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.

How to apply

When you’re ready to apply, complete the online form and submit a CV and a covering letter. Your letter will need to explain what skills and qualities you would bring to the team.

For more information, please read and download the job description.

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.