Case management and Customer Service Administrator

Job Description

Job Title:         Customer Service and Case Management Administrator

Location:         NFM National Office in Exeter

Reports to:       CEO

Salary:             £13,500p.a. (pro-rata if part-time)

Hours:              Fulltime or part-time/jobshare considered
Contract:          Initially fixed term for 3 months with opportunity to extend

Organisation

National Family Mediation (NFM) provides family mediation services across England and Wales to families who are experiencing relationship breakdown, divorce and separation. We are the largest provider of family mediation services in England and Wales as well as being the longest established and only charitable provider of family mediation services.

Job Summary

NFM is seeking to recruit a customer service and case management administrator to provide effective administrative support to the clients, mediators, management team of the national office and the NFM members.  

They will be the first point of contact for all NFM enquiries. Many customers are distressed and unsure about their next steps consequently staff must  be able to respond to all enquiries in a courteous, knowledgeable and efficient manner.

The postholder must be able to work independently and have a good working knowledge of electronic and paper-based office procedures.

Key Responsibilities

Customer Care

• Providing first point of contact for the general public and members - telephone, email and website enquiries.
• Directing the general public, members and all enquirers to the relevant person or body to assist with their enquiry.
• Responding appropriately to all written enquiries.
• Sending out general information packs.

Administrative Support

• Providing administrative support to the Clients Mediators and members in the key areas of information dissemination and the organising of the provision of family mediation to members of the public.  
• Ensuring that internal databases and systems are accurately and regularly kept up-to-date.
• Providing general secretarial/administrative support to all NFM staff.
• Filing and archiving (both electronic and paper)
• Photocopying
• Transferring data collected through manual monitoring to computerised monitoring data-bases.

General Responsibility

To follow all NFM's policies and procedures.

Other Duties

To assist with other tasks as reasonably requested by the organisation, including assisting the national office staff with other projects as relevant and necessary.

  Job Title:         Customer Service and Case Management Administrator

PERSON SPECIFICATION

ESSENTIAL

1. Excellent customer relation and communication skills and an ability to deal with distressed people in a calm and professional manner.
2. Be capable of working independently, using own initiative and responding speedily to enquiries.
3. Ability to plan, organise and prioritise work within strict timescales.
4. Good verbal and written communication skills and an ability to maintain good working relationships with NFM staff, mediators and members.
5. Experience of a customer-focused, services-selling.
6. Experience of paper-based and electronic record keeping.
7. Competent in the use of Microsoft Outlook, Word, and Excel.
8. Locating & retrieving data/text/documents from computer systems.
9. Ability to work as part of a busy team.
10. An ability to remain calm when under pressure.
11. A commitment to Equal opportunities and cultural diversity.

DESIRABLE

1. A good understanding of the effects and processes of separation and divorce.
2. Experience of working with Salesforce.
3. Commitment to personal development.
4. Ability to demonstrate problem solving skills.

Closing date for Applications 24^th January  2017

Interviews to be held on 27^th January 2017. C.V. By email to general@nfm.org.uk