Job Description

Salary:

24,476 per annum (pro rata)

Contract:

Permanent

Hours:

21 hours - 7 hours per day on Tuesdays, Thursday and Fridays

Location:

Hybrid fixed (attendance at the office is required on fixed days of the week)

Closing date:

10 July 2025

Interviews:

week commencing 14 July 2025

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 a First Contact Team Officer to join our First Contact Team. In this role 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

Please complete the online application and submit your CV and a covering letter telling us how you meet the requirements for this role. Your cover letter should be no more than two pages long.

For more information, please read and download the job description available on our website.

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.

Job Types: Part-time, Permanent

Pay: 24,476.00 per year

Expected hours: 21 per week

Benefits:

Bereavement leave Casual dress Company events Company pension Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Free flu jabs Free parking Health & wellbeing programme Life insurance On-site parking Sick pay Work from home
Schedule:

Monday to Friday
Work Location: Hybrid remote in York YO32 9WN

Application deadline: 10/07/2025