Family Gateway Contact Officer
| Posting date: | 03 February 2026 |
|---|---|
| Salary: | £14.14 to £18.31 per hour |
| Additional salary information: | Pay Rate: £14.14 PAYE / £18.31 Umbrella |
| Hours: | Full time |
| Closing date: | 05 March 2026 |
| Location: | Cardiff, Cardiff County |
| Remote working: | On-site only |
| Company: | Neway International Ltd |
| Job type: | Contract |
| Job reference: | RQ1639242 |
Summary
Neway International are seeking a Family Gateway Contact Officer to join our client based with Cardiff Council.
Location: Conference Centre, Eastmoors Road, CF24 5RR (Hybrid – usually 2 days in office)
Hours: 37 per week
Start Date: 09/02/2026
End Date: 11/05/2026 (likely to be extended)
About the Client
Cardiff Council’s People & Communities Directorate is home to the innovative Family Gateway service, a progressive and inclusive team within Children’s Services. The service provides high‑quality information, advice and assistance to babies, children, young people, families and professionals across the city. Their approach is strengths‑based, family‑centred and focused on ensuring support is delivered at the right level and at the right time.
About the Role
As a Family Gateway Contact Officer, you will work as part of the Family Gateway Team to provide clear, accurate information, advice and assistance to families and professionals. You will support both Early Help services and wider partner agencies, with contact facilitated through telephone, web chat and email.
This role does not involve carrying a caseload, but you will be responsible for managing and coordinating multiple referrals at any one time.
You will benefit from:
A friendly and supportive working environment
Regular supervision and ongoing support
Access to an extensive training programme, including specialist areas
Technology and systems that support hybrid working
The opportunity to make a meaningful difference to babies, children, young people and their families
Key Responsibilities
Provide timely, accurate information, advice and assistance to families and professionals
Manage and coordinate multiple referrals into the service
Build effective rapport quickly through excellent interpersonal communication
Work collaboratively with internal teams, partner agencies and professionals
Identify potential risks and escalate appropriately to Social Workers or relevant partners
Maintain accurate records using Microsoft applications and/or case management systems
Contribute to a strengths‑based, inclusive and family‑centred service approach
Candidate Requirements
Enthusiasm, motivation and a positive approach
Resilience and the ability to remain calm and solution‑focused under pressure
A strong understanding of the needs of babies, children, young people and families
Proven experience building effective working relationships with diverse individuals and groups
Excellent interpersonal skills and the ability to build rapport quickly
Ability to provide clear, accurate information and advice
Confident use of Microsoft Office and/or case management systems
Ability to recognise safeguarding concerns and liaise appropriately with Social Workers and partner agencies
Location: Conference Centre, Eastmoors Road, CF24 5RR (Hybrid – usually 2 days in office)
Hours: 37 per week
Start Date: 09/02/2026
End Date: 11/05/2026 (likely to be extended)
About the Client
Cardiff Council’s People & Communities Directorate is home to the innovative Family Gateway service, a progressive and inclusive team within Children’s Services. The service provides high‑quality information, advice and assistance to babies, children, young people, families and professionals across the city. Their approach is strengths‑based, family‑centred and focused on ensuring support is delivered at the right level and at the right time.
About the Role
As a Family Gateway Contact Officer, you will work as part of the Family Gateway Team to provide clear, accurate information, advice and assistance to families and professionals. You will support both Early Help services and wider partner agencies, with contact facilitated through telephone, web chat and email.
This role does not involve carrying a caseload, but you will be responsible for managing and coordinating multiple referrals at any one time.
You will benefit from:
A friendly and supportive working environment
Regular supervision and ongoing support
Access to an extensive training programme, including specialist areas
Technology and systems that support hybrid working
The opportunity to make a meaningful difference to babies, children, young people and their families
Key Responsibilities
Provide timely, accurate information, advice and assistance to families and professionals
Manage and coordinate multiple referrals into the service
Build effective rapport quickly through excellent interpersonal communication
Work collaboratively with internal teams, partner agencies and professionals
Identify potential risks and escalate appropriately to Social Workers or relevant partners
Maintain accurate records using Microsoft applications and/or case management systems
Contribute to a strengths‑based, inclusive and family‑centred service approach
Candidate Requirements
Enthusiasm, motivation and a positive approach
Resilience and the ability to remain calm and solution‑focused under pressure
A strong understanding of the needs of babies, children, young people and families
Proven experience building effective working relationships with diverse individuals and groups
Excellent interpersonal skills and the ability to build rapport quickly
Ability to provide clear, accurate information and advice
Confident use of Microsoft Office and/or case management systems
Ability to recognise safeguarding concerns and liaise appropriately with Social Workers and partner agencies