First Response: Children's Services Agent

Organisation: Leicestershire County Council

Work Location: County Hall, Glenfield, Leicester LE3 8RA

Salary: £27,717 - £29,076 per annum (pro rata for part-time)

Working Hours: 30 hours per week

Contract Type: Permanent & fixed term ( Until 31st March 2027)

Closing Date: 30th October 2026

Interview Date(s): 10th Novemeber 2026

An opportunity has arisen for a well-organised and resilient individual to join the Children and Family Services Business Support Team as a First Response Children’s Service Agent. The main focus will be to act as the first point of contact for Children’s Social Care service users by telephone and email.

This role is part of the wider Business Support Service, and as such, an important part of this role is to provide back up to colleagues across locality areas and to assist in handling urgent work on a day-to-day basis.

About the Role

As a Children’s Service Agent, you will join a friendly motivated team committed to providing excellent customer service.

Main duties and responsibilities:

• To work with a range of internal and external agencies to ensure the safeguarding of children and young people and referral to services to achieve the best outcomes for the child.
• To provide the best quality service for all First Response Children’s Duty service users, maintaining professional standards and responding to concerns appropriately.
• To process a range of referrals received from professionals and members of the public via email and telephone and to be responsible for a range of generic email boxes to process different types of referrals.
• To utilise case management systems for inputting and gathering accurate and timely information.
• To consult with other agencies to obtain missing mandatory information required.
• To communicate effectively with Social Workers, Team Managers, professionals and members of the public and use initiative to respond quickly and escalate enquiries to a senior where there are immediate safeguarding concerns.
• To be able to follow written processes and guidance provided, and to be able to prioritise your own workload and work as part of a team.

About You

To apply for this post, you must be able to evidence in your application how you meet the following criteria:

• Hold a NVQ 2 in Customer Services or equivalent relevant qualification or relevant experience in a customer-facing environment.
• Have experience in communicating with a wide range of people, including professionals and members of the public, and maintaining a professional demeanour.
• You must have an understanding of children and their families and their needs including services available.
• You can handle sensitive and distressing information whilst maintaining confidentiality.
• You have experience working in a fast-paced and stressful environment whilst accurately maintaining records and following processes.
• You can demonstrate the ability to prioritise your own workload and work under your own initiative, as well as working well within a team, working towards tight timescales.
• You are computer literate and have experience being an able and accurate typist.

In addition, we also expect you to shareour commitment to our valuesandto delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability.

We are a Disability Confident Employer
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Interested in Flexible Working?

We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to…