Complaints and Correspondence Caseworker - 12 Month Fixed-Term Contract
This is a {Advertised Permanent / Temporary}, {Advertised Full Time / Part Time} vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
We are recruiting for the role of Complaints and Correspondence Caseworker in our Complaints and Correspondence team covering work across the organisation. This role is a 12 month fixed - term contract.
Whilst this role is part of a team that works flexibly and remotely your location doesn’t always have to be a critical consideration. However, there may be travel to our offices in Central London and Coventry for training and development meetings occasionally.
Let us tell you a bit more about the role…
Cafcass provides an independent voice for children in the family courts. Children, and the people who matter most to them, are at the centre of our work. By joining our Complaints and Correspondence team as a Caseworker you will undertake a variety of work from supporting families through their complaint or correspondence journey to promoting improved engagement across a mixed portfolio of stakeholders: Ombudsman, MPs or our colleagues in other government functions to name a few.
Some of your tasks will include taking ownership and responsibility for your own case load whilst interacting with families or their representatives. You’ll also work with a range of colleagues across Cafcass, identifying appropriate subject matter and looking up information to reflect Cafcass’ key messages and policy positions
If you consider yourself a problem solver, if you’re curious and want to get to the bottom of things, this role will provide engagement and reward.
… and what we’re looking for.
Drawing on your expertise in a customer focused environment you will:
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Be able to manage your caseload and take ownership of the end-to-end journey for each complaint or piece of correspondence, with support from your colleagues.
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Adapt your approach to suit the family member, colleague or stakeholder you are working with, in a professional and compassionate manner.
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Sensitively and compassionately communicate via email and phone to obtain relevant information to support the resolution of complaints and other correspondence.
Next steps / timelines
Below we have given you an indication of a timetable we are hoping to work towards, although dates are subject to change.
| Closing date: | 22nd July |
| Telephone interview: | 25th, 29th and 30th July |
| Written Assessment | As and when telephone interviews are finalised |
| Panel Interview: | w/c 4th and 11th August |
We understand you may benefit from finding out more to help you decide to apply. There is a lot of information available at Cafcass Careers but if there is something else you need to find out more about, you can either contact Priya.Kadara@Cafcass.gov.uk from our HR Resourcing team if your query is to do with the recruitment process or is HR-related, or Sophie.Cappleman@cafcass.gov.uk if your questions relate more to the role, providing your contact information and best times / methods to get hold of you.
Whilst we will always try and respond a.s.a.p. we wouldn’t want you to miss the closing date before we are able to. If this is the case, we recommend you apply and as part of your application you can ask questions and this may allow us to contact you and provide you with the required information that will help you decide if you still wish to be considered.
Finally, in anticipation of your application being successful, you might want to read about the offer and pre-employment checks process. As part of your application you can highlight any concerns or questions about the pre-employment checks and we encourage all applicants to do so, safe in the knowledge such information will not be shared with individuals involved in the selection process.
We look forward to hearing from you.
Be Their Voice
We are Cafcass – the Children and Family Court Advisory and Support Service – and we represent children in family court cases in England.
Independently advising the family courts about what is safe for children and in their best interests, we speak up for over 140,0000 children every year when the family court makes critical decisions about their futures, ensuring their needs, wishes and feelings are heard.
Watch our video to find out we don’t just listen to children’s voices but we can be their voice.
If our purpose resonates with you, then if you join us you will work alongside like-minded people in a diverse, inclusive and supportive organisation. You will be trusted to work flexibly and independently using outstanding technology (e.g. touchscreen laptops, iPhone, all with first class support, including IT Trainers) with access to substantial resources (e.g. Cafcass Library has over 27,000 resources on social work, child protection and related topics). You will also have opportunities to develop, whatever team you join, wherever you are in the country and at whatever stage you are at in your career.
Whether you join us in one of our social work roles that work directly with children and families or our corporate and business services teams who provide technology, support and expertise, you will have the chance to make a difference for children and families. You can also find out more at www.cafcass.gov.uk/careers.
Wellbeing
The wellbeing of our colleagues is something we are truly passionate about, as demonstrated by everyone having four dedicated, additional days per year when they are encouraged to spend time focusing on their health and wellbeing.
Colleagues can also have a health and wellbeing cash plan, for which Cafcass pays the basic premium (you can upgrade to include family members), which allows them to claim back some costs of routine health expenses, including dental check-ups, eye tests, physiotherapy sessions and more.
Overall, we foster a holistic approach to supporting our colleagues, benefitting physical, mental and financial health. This is led by a dedicated in-house team, the benefits of which include meaning support is targeted and specific to what colleagues need. Our team can also offer support and guidance when it comes to specific health conditions, such as neuro-diverse conditions, cancer and the menopause.
Our wellbeing offer is further strengthened by an external Employee Assistance Provider (EAP) which provides a free confidential support service 24 hours a day. This means access to clinical and professional expertise which gives you a chance to talk about all kinds of work and personal issues.
If this wasn’t enough, we are especially proud that over 125 colleagues have completed training and receive ongoing support to act as Health and Wellbeing Champions. Furthermore, we have nearly 100 people that have trained to be Mental Health Allies.
Diversity
We represent children and families from diverse backgrounds and having a diverse workforce helps us to fulfil this responsibility authentically.
It also helps us to grow, evolve and innovate, so we particularly welcome applications from individuals from diverse backgrounds as we strive to ensure our workforce reflects the diversity of the children and families we work with.
We are also a Disability Confident Leader, which further underlines our commitment to employ, train, retain and develop the careers of colleagues with disabilities.
Our Diversity Networks provide a safe space for colleagues with shared aspects of identity and lived experience – supported by allies across the organisation. The networks help ensure we provide an inclusive working environment and a service which promotes the diversity and uniqueness of children and families from all backgrounds.
Our current networks include:
Together
‘Together with Children and Families’ (which we just call ‘Together’) is the name of our relationship-based practice framework. It applies to the work of every individual in Cafcass, from Social Workers to Leaders and includes our Corporate and Business Support teams.
It is at the heart of what we do and is made up of our values, how these values work in practice, the tools to use to incorporate these values in our work and the impact this will have on the children and families we serve.
This framework encourages us to be pro-active and to look for the strengths in ourselves and others. It also enables us to build positive relationships with our colleagues, our partners and most importantly, with the children and families with whom we work.
We look forward to telling helping you learn more about Together should you join us.
Benefits
We know if you join us you want to be rewarded in a variety of ways, including time away from work to spend time with those important to you, manage your financial present and future, whilst also be trusted to manage your work/life balance.
Therefore, in addition to our unique, holistic approach to supporting your health and wellbeing we also provide:
Generous holidays
28 days holiday (including three for Christmas) rising to 33 days with five years continuous service, which could include your current employment. You can also buy more holiday or sell any you do not need.
This list is just a selection of main benefits and we have a range of policies and processes that allow us to support our colleagues - and their families – and we look forward to providing you with further information about these in due course.
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