The Opportunity
Due to internal promotion, we are now seeking to recruit a full-time Family Information Service Assistant.
Salary: NJC Grade 6 £27,254 to £28,598 per annum
Contract Type: Permanent
Working Pattern: 37 hours per week, full time, Monday to Thursday 9.00am to 5.00pm and Friday 9.00am to 4.30pm
Location: Northleigh, Chichester, with hybrid working (days in office are currently Tuesday and Wednesday)
Closing date: 15 September 2026
Interview date: 02 October 2026
Are you confident in providing excellent customer service and delivering information, advice and guidance?
Are you empathetic and pro-active when dealing with sensitive issues or challenging situations?
Do you enjoy interacting with a range of customers via phone and email, and helping families to provide the best start in life for their children?
If you are looking for the next challenge in your career, find out more about this fantastic opportunity below.
The Family Information Service is working hard to meet growing demand as we roll out the government’s expansion of childcare. We are looking for a dedicated and enthusiastic individual who prides themselves on their customer service skills, to join us as a Family Information Service Assistant, helping to improve the lives of families across the county.
In this varied and rewarding role, you will use your excellent customer service skills to respond to day-to-day problems and complex queries from the public and partners.
This is a hybrid role, with a mix of office and home-based working. You will need to be comfortable handling frequent phone calls and working at a desk for extended periods.
Key responsibilities of the role include:
- Triage incoming requests directly from families or providers and make an evaluation of next steps, assessing the correct course of action.
- Provide specialist advice on childcare options and funding entitlements.
- Accurately update systems and maintain high-quality records.
- Identify and escalate safeguarding or concerns appropriately.
- Provide advice and guidance on complaints.
- Complete complex financial calculations, identifying any risk of irregularity and flagging it accordingly.
- Help broker childcare places for families facing challenges in accessing provision.
- Create engaging social media content to connect with families, share useful information and promote services.
If you are passionate about making a difference for families and thrive in a fast-paced, supportive environment, we’d love to hear from you.
We are an equal opportunities employer and welcome applications from all candidates, regardless of age, gender, or any other protected characteristic.
About You
We are looking for:
- Superb relationship building with a range of customers and colleagues.
- Interpersonal and communication skills to provide clear and concise information, advice, and guidance.
- Use of own initiative to work independently with a commitment to supporting families.
- A professional approach, as at times you may deal with highly sensitive and confidential matters.
- A reliable, efficient, and flexible individual who enjoys being part of a team.
- Attention to detail.
- Being adept at using IT software confidently.
Please refer to the key skills in your cover letter as these will be used for shortlisting criteria.
Key Skills:
- Excellent communication skills in order to communicate technical / statutory information to customers in a way that is meaningful; interact effectively with a range of audiences, with the ability to present information verbally and in writing, which is clear, concise, accurate and impartial. Act as a point of specialist information, advice and guidance, responding sensitively to enquiries via telephone and email. Able to act with discretion when working with confidential and sensitive information.
- Good interpersonal and active listening skills with the ability to confidently build relationships and support families and childcare settings, understanding their needs, e.g. dealing with complex queries or family issues, and the ability to respond appropriately to challenging behaviour such as aggressive or distressed individuals, those presenting with mental health characteristics, vulnerability, and where English is not their first language.
- Ability to work as part of a team, completing shared tasks in order to deliver a service to others and meet set deadlines.
- Analytical and judgement skills in order to effectively assist with customer queries. Use initiative to find solutions and avoid complaints, but also to understand when problems need to be referred upwards, e.g. safeguarding queries or when issues need escalating.
- High level literacy and numeracy skills in order to understand complex information and carry out funding calculations.
- Proficient IT skills, using Microsoft Office Suite, in order to be able to use and accurately maintain the service’s computerised databases, online provider portal, photocopiers, scanners and the internet.
For more information on the Responsibilities of the role, Key Skills, Qualifications and/or Experience required, please refer to the Job Description attached.
About Us
The Family Information Service (FIS) provides information, advice and guidance to parents and carers of 0–25-year-olds on Ofsted registered childcare, childcare funding, family activities and support services. We are a statutory service meeting duties within the Childcare Act 2006.
Our service plays a key role for many families, especially working parents or those wishing to return to work or undertake training. In turn this supports a sustainable and prosperous economy across the county, enabling families to fulfil their potential.
To ensure this service functions well, the Family Information Service Assistant needs to be multiskilled to support a wide range of customers.
Benefits
As an employer we recognise that it is our employees that are central to everything we do. We aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance, and are rewarded for the work they do.
For a full list this can be found at our Rewards and Benefits page.
Upon joining us you will have access to a range of benefits including the following:
Employer Pension Contribution: 15% (this alters per annum on the 1 April each year)
Annual leave: 25 days holiday + Bank Holidays = 33 days
How to Apply
The reference number for this role is CAFHE06469
We are also recruiting for a Family Information Service Advisor under CAFHE06466.
For an informal conversation or for further information regarding the role, please contact Claire Humphrey-Lewis (Family Information Service Team Manager) at [email protected].
To apply, please follow the links below to upload your CV and complete the Application Form.
In your Application Form please outline your motivations for applying and explaining the skills and experience you can bring to the role (please refer to the key skills) ensuring that any gaps in employment are covered in your CV.
Please ensure you have saved the job description attached to the main advert on our website as, once the job has closed, you may not have the opportunity to download again.
Safeguarding statement
We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.
This post is subject to three years referencing, and an occupational health check.
Equity, inclusion, and accessibility is very important to West Sussex County Council. We welcome and encourage applications from everyone, as this helps us build a diverse and talented workforce, that reflects the communities we serve. We ensure our approach to recruitment is flexible and supportive to enable all applicants to be at their best and to ensure they have the best possible chance of success.
We operate a guaranteed interview scheme for applicants that have a disability, are a veteran or are a care leaver. More information can be found on our application help page.
If you require any reasonable adjustments to support your application, please contact Natalie Greene, Recruitment Specialist, at [email protected]
Job Reference: CAFHE06469
