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{"id":18373,"date":"2025-06-27T12:04:19","date_gmt":"2025-06-27T11:04:19","guid":{"rendered":"https:\/\/www.familyfund.org.uk\/?page_id=18373"},"modified":"2025-08-21T12:22:10","modified_gmt":"2025-08-21T11:22:10","slug":"first-contact-team-officer-job-description","status":"publish","type":"page","link":"https:\/\/www.familyfund.org.uk\/about\/careers\/vacancies\/first-contact-team-officer-job-description\/","title":{"rendered":"First Contact Team Officer – job description"},"content":{"rendered":"

Department: Grants Services – FCT <\/li>\n\n\n\n
Job Title: First Contact Team Officer<\/li>\n\n\n\n
Grade: C<\/li>\n\n\n\n
Responsible to: First Contact Team Officer<\/li>\n\n\n\n
Date: May 2017 <\/li>\n<\/ul>\n\n\n \n\n
\n First Contact Team Officer – job description (250kB pdf)<\/a>\n <\/p>\n\n\n\n
Purpose of the job<\/h2>\n\n\n\n
To provide all families\/customers, who contact the Fund, with information and assistance appropriate to the enquiry. <\/p>\n\n\n\n
To ensure this is delivered in a professional manner and in accordance with the Fund’s objectives and values recording relevant information in the correct format to aid reporting. <\/p>\n\n\n\n
Duties and responsibilities<\/strong><\/h3>\n\n\n\n
First Contact Team<\/strong><\/p>\n\n\n\n
- Respond to all family queries in accordance with department processes across the full range of media channels.<\/li>\n<\/ul>\n\n\n\n
  - Develop and maintain knowledge of all Grant Services processes and those related to each grant programme to enable provision of accurate and consistent information, support and advice.<\/li>\n<\/ul>\n\n\n\n
    \n
    Deliver information to families where appropriate on all services provided by Family Fund.<\/li>\n<\/ul>\n\n\n\n
    \n
    Take ownership of family queries to Family Fund and progress them to a satisfactory conclusion for both parties.<\/li>\n<\/ul>\n\n\n\n
    \n
    Escalate calls to the appropriate department, manager or supervisor.<\/li>\n<\/ul>\n\n\n\n
    \n
    Respond appropriately to paper based family contact in line with Grant Services processes.<\/li>\n<\/ul>\n\n\n\n
    \n
    Manage family expectation and help with guidance throughout Family Fund application processes.<\/li>\n<\/ul>\n\n\n\n
    \n
    Utilise Family Fund and specific FCT systems to accurately record and update information to ensure efficient processing and effective reporting of information.<\/li>\n<\/ul>\n\n\n\n
    \n
    Provide feedback on calls received, service provision and ideas for improvement.<\/li>\n<\/ul>\n\n\n\n
    \n
    Work across multiple platforms to deliver the best outcome for families and adhere to Family Fund process and policy.<\/li>\n<\/ul>\n\n\n\n
    Information, Advice and Support<\/strong><\/p>\n\n\n\n
    \n
    Provide the appropriate level of information, advice and support to families through all contact channels.<\/li>\n<\/ul>\n\n\n\n
    \n
    Maintain FCT systems to allow accurate and effective monitoring and management of programme statistics.<\/li>\n<\/ul>\n\n\n\n
    \n
    Effectively identify appropriate referral opportunities and utilise systems in place to deliver best outcomes for families.<\/li>\n<\/ul>\n\n\n\n
    \n
    Use Family Fund resources and attend all relevant training provided to maintain ability to deliver appropriate and effective information, advice and support to families.<\/li>\n<\/ul>\n\n\n\n
    General<\/strong><\/p>\n\n\n\n
    \n
    Adhere to the FCT rota, delivering all roles and displaying flexibility when required.<\/li>\n<\/ul>\n\n\n\n
    \n
    Use the most effective communications media in a professional manner when dealing with families, professionals or other stakeholders.<\/li>\n<\/ul>\n\n\n\n
    \n
    Liaise with colleagues to ensure the effectiveness and efficiency of all Family Fund programmes.<\/li>\n<\/ul>\n\n\n\n
    \n
    Maintain the general efficiency and tidiness of the FCT department.<\/li>\n<\/ul>\n\n\n\n
    \n
    Attend meetings and training sessions as required.<\/li>\n<\/ul>\n\n\n\n
    \n
    Carry out other appropriate duties as required.<\/li>\n<\/ul>\n\n\n\n
    Person specification<\/strong><\/h2>\n\n\n\n
    Department: Grants Services<\/p>\n\n\n\n
    Job Title: First Contact Team Officer<\/p>\n\n\n\n
    Experience<\/strong><\/h3>\n\n\n\n
    \n
    Dealing with telephone enquiries in a customer service environment<\/li>\n<\/ul>\n\n\n\n
    \n
    Dealing with email and written enquiries<\/li>\n<\/ul>\n\n\n\n
    \n
    Administration experience<\/li>\n<\/ul>\n\n\n\n
    Desirable<\/strong><\/p>\n\n\n\n
    \n
    Contact centre<\/li>\n<\/ul>\n\n\n\n
    \n
    Support and signposting experience<\/li>\n<\/ul>\n\n\n\n
    Skills, knowledge, and abilities<\/strong><\/h3>\n\n\n\n
    \n
    Confident and helpful telephone manner<\/li>\n<\/ul>\n\n\n\n
    \n
    Ability to deal with telephone and written queries in an appropriate and professional manner<\/li>\n<\/ul>\n\n\n\n
    \n
    Ability and willingness to deal with difficult situations over the telephone<\/li>\n<\/ul>\n\n\n\n
    \n
    Ability to use Windows-based computer systems including Microsoft Office<\/li>\n<\/ul>\n\n\n\n
    \n
    Keyboard skills<\/li>\n<\/ul>\n\n\n\n
    \n
    Ability to follow procedures and guidelines<\/li>\n<\/ul>\n\n\n\n
    \n
    Ability to work as part of a team<\/li>\n<\/ul>\n\n\n\n
    \n
    Ability to work under pressure and to deadlines<\/li>\n<\/ul>\n\n\n\n
    \n
    Ability to work to performance targets<\/li>\n<\/ul>\n\n\n\n
    Education\/training<\/strong><\/h3>\n\n\n\n
    \n
    General education to GCSE standard or equivalent<\/li>\n<\/ul>\n\n\n\n
    Personal attributes<\/strong><\/h3>\n\n\n\n
    \n
    Clear and open communicator<\/li>\n<\/ul>\n\n\n\n
    \n
    Self-motivated and reliable<\/li>\n<\/ul>\n\n\n\n
    \n
    Takes ownership of work-related problems; positive approach to problem solving<\/li>\n<\/ul>\n\n\n\n
    \n
    Supports colleagues<\/li>\n<\/ul>\n\n\n\n
    \n
    Flexible and resilient to changing work patterns and conditions<\/li>\n<\/ul>\n\n\n\n\n\n\n\n\n\n \n\n First Contact Team Officer vacancy information\n <\/a>\n\n\n
    \n
    Related content<\/h2>\n\n
    \n
    \n \n Vacancies\n <\/a>\n <\/li>\n <\/ul>\n \n <\/nav>\n<\/body><\/html>\n","protected":false},"excerpt":{"rendered":"
    Purpose of the job To provide all families\/customers, who contact the Fund, with information and assistance appropriate to the enquiry. To ensure this is delivered in a professional manner and in accordance with the Fund’s objectives and values recording relevant information in the correct format to aid reporting. Duties and responsibilities First Contact Team Information, […]<\/p>\n","protected":false},"author":55,"featured_media":0,"parent":546,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_oasis_is_in_workflow":0,"_oasis_original":0,"_oasis_task_priority":"","_mixd_wp_review_post_reminders":[],"_mixd_wp_review_date":0,"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-18373","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"\nFirst Contact Team Officer - job description - Family Fund<\/title>\n<meta name=\"description\" content=\"Read and download our First Contact Team Officer job description. 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