Location: Conference Centre, East Moors Road, Cardiff, CF24 5RR
Rate: £18.92 per hour
Contract: 3 Month Contract
Hours: 30 Hours Per Week (4 Days Per Week)
Working Pattern: Hybrid Working – Minimum 1 Day Per Week in the Office
Pay: Bi-weekly
Cardiff Council's Family Advice & Support Protection Hub (FASPH) is in search of a committed and customer-oriented Contact Officer. This role is integral to the Family Gateway Team, where you will be responsible for offering information, advice, and assistance to families, young people, professionals, and partner agencies. Your efforts will ensure that children and families receive timely and appropriate support. This position is both fulfilling and impactful, as you will manage referrals, foster positive relationships, and support vulnerable children, young people, and their carers.
-
Deliver information, advice, and guidance to families and professionals via phone and email.
-
Oversee and coordinate multiple referrals into the service.
-
Direct families to suitable support services and partner agencies.
-
Collaborate with Early Help teams and external organizations to achieve positive outcomes.
-
Recognize concerns, risks, and safeguarding issues, escalating them as needed.
-
Maintain precise records using case management systems.
-
Communicate effectively with professionals, schools, health services, and partner agencies.
-
Contribute to a family-centered and strengths-based service.
-
Uphold excellent customer service standards consistently.
Requirements:
-
Experience working with children, young people, families, or vulnerable individuals.
-
Strong understanding of the needs of children, young people, and families.
-
Excellent communication and interpersonal skills.
-
Ability to quickly and effectively build rapport.
-
Experience managing referrals, inquiries, or service requests.
-
Capability to work under pressure and handle competing priorities.
-
Proficient IT skills, including Microsoft Office and case management systems.
-
Ability to identify risk and know when to seek advice or escalate concerns.
-
Experience collaborating with partner agencies and stakeholders.
-
£18.92 per hour
-
3 Month Contract
-
30 Hours Per Week (4 Days)
-
Hybrid Working
-
Minimum 1 Office Day Per Week
-
Location: Cardiff
-
Bi-weekly Pay
-
Friendly and supportive team environment
-
Ongoing training and development opportunities
-
Opportunity to make a genuine difference to children, young people, and families across Cardiff
This role is ideal for individuals with experience as a Contact Officer, Early Help Coordinator, Family Support Worker, Children's Services Officer, Referral Coordinator, Customer Contact Officer, Family Information Officer, or Support Hub Officer.
