First Contact Team Officer

We are looking for two First Contact Team Officers to provide information, support and assistance to all families and customers of Family Fund in a professional manner.

Salary:

£25,700 per annum (pro rata)

Contract:

2x Permanent Vacancies

Hours:

21 hours per week

Location:

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

Closing date:

23 August 2026

Interview date(s):

2 & 3 September 2026

The role

We are looking for two First Contact Team Officers to join our team. In this role, you will be the first point of contact for families and customers, providing information, support and guidance across a range of channels, including telephone, email and online enquiries. You will take ownership of queries, managing them through to resolution while ensuring a professional and positive customer experience.

You will develop a strong understanding of Family Fund’s grant programmes and processes to provide accurate advice, manage expectations throughout the application journey, and identify opportunities to offer additional support. Working across multiple systems and platforms, you will help deliver the best outcomes for families while ensuring compliance with Family Fund policies and procedures.

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

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, equality 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

When you’re ready to apply, complete the online application and submit a CV and a covering letter. Your letter will need to explain what skills and qualities you would bring to the team.

For more information, please read and download the job description.

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.