Family Information Service Co-ordinator

The Opportunity

FTE Salary: NJC Grade 8 £32,597 to £35,412 per annum

Pro-rata Salary: £18,501 to £20,098 per annum

Contract Type: Permanent

Working Pattern: 21 hours per week, part-time. There is some flexibility regarding working patterns but at least one day must be until 5.00pm

Location: Northleigh, Chichester, with hybrid working (days in office are currently Tuesday and Wednesday)

Closing date: 08 September 2026

Interview date: 25 September 2026

Do you have experience in customer service and care?

Do you enjoy organising and co-ordinating tasks?

Do you have strong problem-solving skills?

As a Family Information Service Co-ordinator, you will be working in an office environment, supporting with queries resulting from phone calls, emails, and social media. Your role is to support the team with allocating tasks, developing schedules, processing data, producing presentations, statistics, and writing reports.

You will use your organisational skills to assess referrals, advise on concerns and complaints, and identify risks of financial irregularity, as well as ensuring triage requests are processed in a timely manner.

We are looking for someone who:

• Is an excellent communicator, being able to demonstrate initiative and be able to organise, prioritise and manage your own workload, and those of others, and work within recognised procedures.
• Has a solutions-focused approach, as the work involves responding independently to unanticipated problems and situations, with support and advice given as necessary.
• Has a professional approach, as at times you may deal with highly sensitive and confidential manners.
• Is reliable, efficient, and flexible, and who enjoys being part of a team.
• Has a strong attention to detail, being adept at using IT software confidently.

Experience and Skills

Please refer to the key skills in your application as these will be used for shortlisting criteria.

Key Skills:

1. Excellent communication, customer service and interpersonal skills with the ability to influence the actions of others and communicate and interpret information which may be complex, for example to produce a high-quality document with minimal guidance or produce clear, concise, accurate and impartial information. Including the ability to negotiate solutions across wide areas of the business and successfully convince others of the need to take a specific course of action, using appropriate strategies to deal with challenging behaviour/complaints.
2. Ability to work effectively as part of a team completing shared tasks in order to deliver a service to others and meet set deadlines.
3. Excellent literacy and numeracy skills with the ability to write and present information clearly, concisely, accurately and in ways that promote understanding, either verbally or in written/electronic form to a wide range of audiences and to carry out financial analysis and reporting.
4. Advanced IT skills, using Microsoft Office Suite, in order to be able to make best use of the service's computerised databases, online provider portal, produce complex spreadsheets and analyse data.
5. Ability to organise/prioritise work, co-ordinate a variety of tasks in a clear and logical way and meet agreed deadlines that minimise the disruption to the business whilst meeting WSCC's expectations and standards.
6. Strong problem-solving skills with the ability to anticipate problems and resolve issues independently, planning solutions and making sound pragmatic decisions.

Qualifications and/or experience:

• NVQ level 3 in Customer Care, or equivalent qualification or relevant experience demonstrating that level of customer service.
• A good level of literacy and numeracy at GCSE / NVQ3, or equivalent English and Maths adult literacy and numeracy qualification, or demonstrated experience.
• An IT qualification or equivalent experience demonstrating excellent working knowledge of IT systems / procedures.
• Experience of working in a customer service based or front-line service role.
• Experience of management of data, and production of management reports.
• Experience of using information systems and reporting tools.
• Understanding of accessibility in relation to web and printed materials.
• Demonstrable experience of working as a competent member of a project team in a rapidly changing environment, ideally in a project support role or equivalent.
• Experience of using social media measuring tools and Google Analytics to track marketing effectiveness and produce reports for managers.

For more information on the Responsibilities of the role, Key Skills, Qualifications and/or Experience required, please refer to the Job Description attached.

About Us

The Family Information Service (FIS) provides information, advice and guidance to parents and carers of 0-25-year-olds on Ofsted registered childcare, childcare funding, family activities and support services. We are a statutory service meeting duties within the Childcare Act 2006.

Our service plays a key role for many families, especially working parents or those wishing to return to work or undertake training. In turn this supports a sustainable and prosperous economy across the county, enabling families to fulfil their potential.

To ensure this service functions well, the Family Information Service Co-ordinator needs to be multiskilled to support a wide range of customers.

Benefits

As an employer we recognise that it is our employees that are central to everything we do. We aim to create a supportive and dynamic working environment where employees can achieve their full potential, achieve a healthy work-life balance, and are rewarded for the work they do.

For a full list this can be found at our Rewards and Benefits page.

Upon joining us you will have access to a range of benefits including the following:

Employer Pension Contribution:15% (this alters per annum on the 1 April each year).

Annual leave:27 days holiday + Bank Holidays =35days

Safeguarding statement

We are committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.

This post is subject to three years referencing, and an occupational health check.

Equity, inclusion, and accessibility is very important to West Sussex County Council. We welcome and encourage applications from everyone, as this helps us build a diverse and talented workforce, that reflects the communities we serve. We ensure our approach to recruitment is flexible and supportive to enable all applicants to be at their best and to ensure they have the best possible chance of success.

We operate a guaranteed interview scheme for applicants that have a disability, are a veteran or is a care leaver. More information can be found on our application help page.