Family Gateway Contact Officer

Contract Type:

Contract

Hours:

Full time

Disability Confident:

No

Closing Date:

04/02/2026

About this job

Neway International are seeking a Family Gateway Contact Officer (Grade 5) to join our client based with Cardiff Council.

Location: Conference Centre, Eastmoors Road, CF24 5RR (Hybrid

• usually 2 days in office) Hours: 37 hours per week Start Date: 12 January 2026 End Date: 13 April 2026 Pay Rate: £14.14 PAYE / £18.31 Umbrella Working Pattern: Monday-Friday, 09:00-17:00 IR35: Inside IR35 About the Client Cardiff Family Advice and Support is an innovative, award winning service within the People & Communities Directorate at Cardiff Council.

Accredited with the Families First Quality Award, the service provides high quality information, advice and assistance to babies, children, young people, families and professionals across the city.

Using a strengths based, family centred approach, the service works collaboratively with partners to ensure families receive the right support at the right time.

About the Role As a Family Gateway Contact Officer, you will be part of the Family Gateway Team, providing information, advice and assistance to families and professionals.

You will support both Early Help services and wider partner agencies, with contact typically made via telephone, web chat and email.

This role does not involve carrying a caseload; however, you will be responsible for managing and coordinating multiple referrals efficiently and accurately.

Two posts are available, including one 3 day per week cover position.

Key Responsibilities

• Provide clear, accurate information, advice and assistance to families and professionals.
• Manage and coordinate multiple referrals into the service.
• Work collaboratively with internal teams and external partner agencies.
• Utilise telephone, web chat and email to support families and referrers.
• Ensure all information is recorded accurately using case management systems.
• Identify potential safeguarding concerns and liaise with Social Workers or relevant professionals as required.
• Contribute to a positive, supportive and inclusive team environment.

Candidate Requirements

• Enthusiastic, motivated and positive approach to supporting families.
• Resilience and the ability to remain calm and effective under pressure.
• Strong understanding of the needs of babies, children, young people and families.
• Proven experience building effective working relationships with diverse groups.
• Excellent interpersonal and rapport building skills.
• Ability to provide clear, accurate and timely information.
• Confident using Microsoft Office and/or case management systems.
• Ability to recognise risk and elevate appropriately.

What the Client Offers

• A friendly and supportive working environment.
• Regular supervision and ongoing support.
• Access to extensive training and development opportunities.
• Technology and systems that support hybrid working.
• The opportunity to make a meaningful difference to families across Cardiff.

Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).