Job Type






Supervised Contact Centre Co-ordinator Douglas

Family Action

Family Action Douglas Isle Of Man

2 months ago

Are you a self-motivated team player with a can-do attitude, who is solution focused and passionate about making a difference? If so, we want to hear from you.

At Family Action we transform lives by providing practical, emotional and financial support to those who are experiencing poverty, disadvantage and social isolation. We have been building stronger families since 1869 and today we work with more than 60,000 families in over 150 community based services, as well as supporting thousands more through national programmes and grants.

Here at Family Action, we value your time and we want to make it as easy as possible for you to get to know a bit about us. We’re a fairly big charity with most of our services based in the UK, whilst in the Isle of Man, we deliver two services. We’ve been here for over 6 years and have loved every minute.

Our work is important to children, adults, families and communities. It’s also important to us and we strive to do the best we can to help people... with their problems, recognising we can all encounter problems in our lives.

As Supervised Contact Centre Coordinator, you will have overall management responsibility for the coordination of the Centre and its operation. You will be responsible for recruiting, training and providing supervision to staff, alongside promoting and safeguarding the welfare of children and vulnerable adults using the service.

The ability to work with families in conflict and the importance of remaining impartial, objective and focused on the needs of the child/children at all times is critical to this role.

You will be responsible for the upkeep of accurate Contact Centre records, auditing case files to ensure recordings are detailed and factual, and giving evidence in Court if required. You will provide data and reports to Family Action and service Commissioners on a regular basis.

Making sure premises and equipment in the Contact Centre are of satisfactory standards and ensuring families are safe and comfortable, and creating a welcoming environment inclusive to all, will form part of your role.

Whether working with Service Users, colleagues or other professionals, you will demonstrate the ability to understand the needs of individuals, with a confident and professional approach showing strong verbal, listening and presentation skills.

Maintaining the NACCC (National Association of Child Contact Centres) enhanced accreditation and working within guidelines and standards, you will strive for excellence in the service delivered, ensuring consistency in the quality of contact for families. You will have the ability to plan, deliver, monitor and evaluate contact sessions carried out by yourself and your team.

You will approve and submit timesheets, mileage and expense claims and participate in tender applications and budget management associated with the project.

Flexibility and a full driving licence are crucial as some travel across Island will be required, as you attend contact sessions, review meetings and carry out onsite risk assessments.

We are committed to Equality, Diversity & Inclusion in all that we do and welcome applications from all sections of the community. We particularly welcome applications from Black, Asian and minority ethnic candidates, LGBTQIA+ candidates and candidates with disabilities because we are committed to increasing the representation of these groups at Family Action. We know that greater diversity will lead to even greater results for families and children and strive for our workforce to be truly representative of the diverse communities we support. We offer a guaranteed interview scheme for disabled applicants and will reimburse your travel cost if you attend an interview.

What will we offer you?

We’ll offer you a generous pension scheme and leave entitlements, a cycle to work scheme and other great benefits. All roles in Family Action are open to a discussion about possible flexible working options, subject to business needs, and all new starters will have the right to make a flexible working request from day one of employment. We have an excellent wellbeing offer and we will invest in your professional development with on-going quality training and career development opportunities. You’ll join an established, supportive and high-performing service and have the opportunity to thrive in an innovative organisation that values your opinion, encourages learning and has the needs of children and families at its core.

We are forward looking, ambitious and committed to continuous improvement. We are a people focused, can-do organisation, which strives for excellence in all we do and operates with mutual respect. If you share these values and behaviours and have the necessary skills then we look forward to hearing from you.

If you think that this sounds like the kind of place you want to work, you have a good chunk of the skills, knowledge and experience we need and the role sounds like something you could give your all too, we want to hear from you. Have a thorough read of the Person Specification and the Job Description for more information about the role.

Click here to take a look at our website. It’s packed with information about Family Action and the great work we do. Please have a good rummage around our web pages to learn more about us and if you’d like to talk to someone about the role, please contact Gosia Gladys, Isle of Man Senior Operational Manager on 07624 398277 or [email protected]

We’re looking forward to meeting you
Douglas Isle of Man

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