Contact Officer

Cardiff, United Kingdom | Posted on 13/08/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector‑specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre‑screened candidates, Civic Recruitment Limited is well‑positioned to cater to the specific needs of both public and private sectors.

Job Description

Contact Officer – 3 Month Contract

Location: Conference Centre, East Moors Road, Cardiff, CF24 5RR

Rate: £18.92 per hour

Contract: 3 Month Contract

Working Pattern: Hybrid Working – Minimum 1 Day Per Week in the Office

Summary

Cardiff Council's Family Advice & Support Protection Hub (FASPH) is in search of a committed and customer-oriented Contact Officer. This role is integral to the Family Gateway Team, where you will be responsible for offering information, advice, and assistance to families, young people, professionals, and partner agencies. Your efforts will ensure that children and families receive timely and appropriate support. This position is both fulfilling and impactful, as you will manage referrals, foster positive relationships, and support vulnerable children, young people, and their carers.

Responsibilities

• Deliver information, advice, and guidance to families and professionals via phone and email.
• Oversee and coordinate multiple referrals into the service.
• Direct families to suitable support services and partner agencies.
• Collaborate with Early Help teams and external organizations to achieve positive outcomes.
• Recognize concerns, risks, and safeguarding issues, escalating them as needed.
• Maintain precise records using case management systems.
• Communicate effectively with professionals, schools, health services, and partner agencies.
• Contribute to a family-centered and strengths-based service.
• Uphold excellent customer service standards consistently.

Requirements

Requirements:

• Experience working with children, young people, families, or vulnerable individuals.
• Strong understanding of the needs of children, young people, and families.
• Excellent communication and interpersonal skills.
• Ability to quickly and effectively build rapport.
• Experience managing referrals, inquiries, or service requests.
• Capability to work under pressure and handle competing priorities.
• Proficient IT skills, including Microsoft Office and case management systems.
• Ability to identify risk and know when to seek advice or elevate concerns.
• Experience collaborating with partner agencies and stakeholders.

What's on Offer?

• £18.92 per hour
• 3 Month Contract
• Hybrid Working
• Location: Cardiff
• Bi-weekly Pay
• Friendly and supportive team environment
• Ongoing training and development opportunities
• Opportunity to make a genuine difference to children, young people, and families across Cardiff

This role is ideal for individuals with experience as a Contact Officer, Early Help Coordinator, Family Support Worker, Children's Services Officer, Referral Coordinator, Customer Contact Officer, Family Information Officer, or Support Hub Officer.

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