Job Description

1 x Full time role 35hrs per week - Working from home

Organisation

National Family Mediation (NFM) is a national charity that provides family mediation services across England and Wales. From our national office in Exeter, we provide direct mediation services to families who are divorcing or separating in a number of locations nationwide.

Job Summary

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

They will be the first point of contact for all NFM enquiries, and 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 office procedures.

Key Responsibilities

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.
Dealing with referrals from clients in the appropriate manner.
Providing general administrative support to the client support administrators and other NFM staff
Ensuring that internal databases and systems are accurately and regularly kept up-to-date.
Filing and archiving (electronic)
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.

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 electronic record keeping.

7. Competent in the use of Microsoft Outlook, Word, and Excel.

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. An ability to pay attention to detail.

12. A commitment to Equal opportunities and cultural diversity.

DESIRABLE

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

Job Types: Full-time, Permanent

Pay: £21,500.00-£22,300.00 per year

Additional pay:

Performance bonus

Benefits:

Casual dress
Company pension
Sick pay
Work from home

Schedule:

Monday to Friday

Work Location: Hybrid remote in Exeter, EX1 1QT

Application deadline: 07/02/2025
Reference ID: NFM - FM2025

National Family Mediation

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