Helpline Coordinator

14 hours ago


London, Greater London, United Kingdom CV-Library Full time

We are looking for a skilled and compassionate Helpline Coordinator to join our team at CV-Library.

This is an excellent opportunity to use your expertise to support families with children and young people with Special Educational Needs (SEN).

The successful candidate will be responsible for:

  • Providing first-tier support to families navigating the complexities of SEN processes.
  • Managing a team of volunteers, ensuring they are well-supported and trained to handle calls effectively.
  • Working closely with families and volunteers in a collaborative and open environment.

Responsibilities Include:

  • Taking Calls: Offer guidance and first-tier support to families, signposting them to appropriate next steps.
  • Volunteer Management: Oversee a team of 30+ volunteers across the UK, providing mentoring, supervision, and feedback.
  • Training & Recruitment: Recruit new volunteers and run training and support sessions to maintain a skilled and engaged team.
  • Continuous Improvement: Gather feedback and help improve the helpline service.
  • Case Summarisation: Summarise calls, identifying whether they are new/complex cases or first-tier issues.

About the Role:

This is a challenging and rewarding role that requires strong communication skills, attention to detail, and the ability to work effectively in a team.

What We Offer:

  • A competitive salary of £28,500-£38,750 per annum, based on experience.
  • A supportive and collaborative working environment.
  • The opportunity to make a real difference in the lives of families with children and young people with SEN.


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