SEN Helpline Support Specialist
15 hours ago
We are seeking a highly skilled and empathetic Helpline Coordinator to join our team at CV-Library.
This is an exciting opportunity to make a real difference in the lives of 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.
Key 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 vital role where you will work closely with families and volunteers to provide empathetic, first-tier support. You will also have the opportunity to develop your skills and experience in managing a team of volunteers and improving the helpline service.
What We Offer:
- A competitive salary of £25,000-£35,000 per annum, depending 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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