Job Description

The Opportunity

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 09:00-17:00, Friday 09:00-16:30

Location:

Northleigh, County Hall, Chichester

Closing date:

26 October 2025

Interview date:

05 November 2025





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.



For more information on the Key Skills, Qualifications and/or Experience required, please refer to the attached.

Please refer to the key skills in your application form as these will be used for shortlisting criteria.

About You

You will be someone who is passionate about helping families and confident in delivering excellent customer service. We are looking for someone who brings:

Strong communication and interpersonal skills

, with the ability to provide clear, accurate, and empathetic information, advice and guidance.

Excellent relationship-building abilities

, working effectively with families, colleagues, and early years partners.

A proactive and professional approach

, especially when handling sensitive or confidential matters.

Great attention to detail

, ensuring accuracy in records, calculations, and communications.

Proficient in using IT systems

, including Microsoft Office and online databases.

A flexible, reliable, and team-oriented mindset

, with the initiative to work independently when needed.

Enthusiastic about using social media

to engage with families and promote services.

About Us

The Family Information Service (FIS) provides impartial 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 with their complex queries.



For more information on our Family Information Service, please visit our

WSCC Family Information Service website

For more information on Early Years, please visit our

WSCC Early Years and Childcare website

and

WSCC Childcare and Early Education website

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:

18.70% (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

CAFHE05913

.



For an informal conversation or for further information regarding the role, please contact Lauren Dove (Family Information Service Adviser) at lauren.dove@westsussex.gov.uk



To apply, please follow the links below to upload your CV and completed 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.

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.




Job Reference: CAFHE05913