Family Mediation Services Ltd

Customer Service Co-ordinator Apprentice - Intermediate (Level 2)

Family Mediation Services Ltd (Employer)

South Thames Colleges Group (Training Provider)

Annual wage £13,000.00
35.0 hours per week Monday - Friday 9am - 5pm.
12 months (duration)
12 July 2021(start date)
Customer service practitioner (apprenticeship standard)
24 May 2021 (application closing date)
Register interest

Job Description

To provide Customer Service assistance to Family Centre Co-ordinator. The role will require you to answer calls, record communications with clients and user on separate databases, file documents on cloud. Upon completion of your training, you will be required to work more autonomously and remotely.


As the Customer Service Co-ordinator Apprentice your duties will include:

  • To schedule supervision of children’s contact to parents, family, friends and carers working with court orders and referring agencies contact decisions.
  • To provide concise, relevant and accurate recording of contact sessions and discussion with other professional and agencies in line with internal policy and procedural guidance.
  • To ensure that client confidentiality is maintained (in accordance with procedures) at all times.
  • To ensure that you that your service is operating within anti- discriminatory practice by providing a culturally appropriate service.
  • To review and accept referrals in line with the referral policy and procedure.
  • To ensure that the service meets it statutory obligations to include for example, Insurance Disability Discrimination Act, Health and Safety.
  • To schedule supervision, organise team meetings and monitor training, organise training needs of volunteers
  • To organise, prioritise and manage workload under your own initiative in a creative and flexible approach.
  • To undertake all other duties/ responsibilities (as may reasonably be required within) that may arise within the overall job role.

Future Prospects

You will take pride in the quality of your work and will have a keen interest in a role that has the potential to provide a life long career with excellent remuneration as either a child contact supervisor (social care) or mediator (legal), both of which have starting salaries of £30,000pa. Upon completion an apprentice may wish to progress onto a Level 3 Apprenticeship or other Level 3 qualification options.

Reality Check

The employer welcomes learners who have pervious experiences, personal or otherwise of the care system.

Skills Required

  • Ability to demonstrate a good understanding of the impact of race, culture and religion has on families and children (E)
  • Good understanding of safeguarding procedures and processes. (D)
  • Ability to communicate effectively with a wide range of people (E)
  • An understanding of parental and carer conflict following family breakdown (D)
  • Ability to support families with signposting to appropriate agencies. (D)
  • Ability to work directly with traumatised children in a sensitive and supportive manner. (E)
  • Excellent time management and organisational skills. (E)

Qualities Required

  • A commitment to the welfare of the child as a priority in the work and decision making.
  • Ability to work alone and as part of a team.
  • Ability to work flexibly in accordance to the needs of the role.

Qualifications Required

Apprentices will be required to have or achieve level 1 English and maths and to have taken level 2 English and maths tests prior to completion of their Apprenticeship.

Training Provided

  • Level 2 Customer service practitioner apprenticeship standard

During your Apprenticeship you will attend Tooting College for your off the job training. The Customer Service Standard will enable apprentices to deliver high quality products and services to customers of their organisation. The course will cover understanding the different needs of customers and managing their expectations. The apprentice will also understand their organisation's core values, policies and procedures including any complaints processes and digital media policies.

Register interest