Customer Service Role

4 weeks ago

London, United Kingdom Bridge of Hope Full time

**JOB TITLE**: SEND Local Offer Officer (Customer Service Role)
**LOCATION**: Ealing (some remote working)
**PAY RATE**: £19.30 per hour paye / £25.36 per hour umbrella
**DURATION/HOURS**: 3 months (possible extension)/ Mon-Fri 35 hours
**START DATE**: ASAP

**Role purpose**:

- To project manage and support the Family Information Services (FIS) Manager with the ongoing development and implementation of the Local Offer with a focus on Chapter 4 in the statutory guidance "Special educational needs and disability code of practice: 0 to 25 years. Statutory guidance for organisations which work with and support children and young people who have special educational needs or disabilities"
- To support the FIS Manager to implement, manage and ensure delivery of the Family Service Directory as stated in the statutory duty for the local authority in the Childcare Act 2006 Section 12: Duty to provide information, advice, and assistance (to parents and prospective parents).
- Lead on marketing and communication for parent and carers for the area of SEND working in partnership with ESCAN services

**Key accountabilities**:

- To project manage the ongoing development and implementation of the Local Offer for Ealing Council. Conduct content audits to identify gaps and redundancies in the site content
- Create and implement content schedules for professionals and partners to produce or update Local Offer web content, including childcare providers and directory entries on the FSD. Produce maps and visualisations of the site to help stakeholders understand the structure and function of the website.
- Research, write, edit, proofread, and improve web information and content and copy. Source, commission and edit images and videos.
- Analyse analytics data to learn how users interact with the Local Offer and FSD site. Analyse web traffic metrics. Monitor and report on performance on social media platforms using tools such as Google Analytics. Optimise search engines ensuring Local Offer and FSD web pages are picked up by popular search engines e.g., Google
- Mange all FIS and Local Offer Social Media accounts e.g., Facebook and Twitter, monitoring output and feedback. To write protocol and guidance for managing social media. Manage and facilitate social media communities by responding to social media posts and developing discussions. Educate other staff on the use of social media and promote its use within the wider team
- Responsible for drafting communication to parent, carers, and young people on behalf of directors and assistant directors.
- Advise the FIS Manager on strategic communication issues and provide regular updates on areas relevant for the Local Offer and FSD e.g., web hits, new content, troubleshooting.

**Knowledge, skills & experience**:

- Knowledge and understanding of the SEND Code of Practice and specifically the Local Offer.
- Proficiency in using a range of web publishing and office communications software.
- Ability to manage complex projects which involve a wide range of varying content, and content owners, specifying the design for appropriate templates and processes
- Ability to be flexible and respond to rapidly changing circumstances, policy, and practices in the working environment.
- Evidence of considerable web publishing experience including maintaining good practice in writing, layout, organisation, and navigational tools of public web sites.
- Experience of writing and implementing web and communications project plans.
- Experience of researching, simplifying, and organising complex information and organising and displaying both text and images effectively, for publication on a professional public website, in documents and via other channels. E.g., social media
- Experience of working collaboratively with internal and external colleagues at all levels including content providers, web users, ICT support staff, council and external web and communications colleagues and software developers.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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