SEND Support Line and Engagement Coordinator
Location: Aylesbury
If you are motivated by making a real difference, thrive in a fast‑paced environment, and have strong leadership and customer service skills, we would love to hear from you.
This is a fixed term/secondment position until December 2026
About the role
As the SEND Support Line and Engagement Coordinator, you will be responsible for managing and developing the SEND Support Line, acting as the first point of contact for families, caregivers and professionals seeking information, guidance and reassurance.
You will:
- Oversee the day‑to‑day operation of the SEND Support Line, ensuring high standards of customer service and effective communication at all times
- Line manage the SEND Inclusion Assistant Team, providing leadership, support and guidance
- Respond confidently and empathetically to enquiries via phone and email, including escalated or complex cases
- Provide clear, accurate advice on SEND processes, policies, services and the SEND Code of Practice
- Maintain accurate records, analyse enquiry trends and use insight to inform service improvement and planning
- Work collaboratively with colleagues, partners and external agencies across education, health, social care and the voluntary sector
- Contribute to service development, projects, and the creation of clear, accessible information for families and professionals
- Ensure safeguarding responsibilities are fully understood and embedded in everyday practice
This is a countywide role with flexibility in work location and a strong focus on collaboration, improvement and impact.
About you
You will bring a strong commitment to supporting families and professionals within the SEND landscape, alongside excellent organisational and interpersonal skills.
You will have:
- Significant experience working within SEND or a related education, health or social care environment
- Clear knowledge of SEND services, the SEND Code of Practice and wider education frameworks
- Proven experience delivering high‑quality customer service, including managing distressed or escalated enquiries with empathy and professionalism
- Experience managing or coordinating a support line or similar frontline service
- Strong leadership skills, with experience of allocating work, managing rotas and supporting staff
- Excellent communication skills and the ability to build trusted relationships with a wide range of stakeholders
- Strong ICT skills, including confidence using Microsoft applications such as Outlook, Word and Excel
- The ability to analyse information, identify trends and contribute to service planning and improvement
- A calm, resilient and solution‑focused approach, even in challenging situations
You will be educated to NVQ Level 4 / degree level (or equivalent), have Level 2 English and Maths, and ideally hold a full driving licence.
We are committed to safeguarding and promoting the welfare of children, young people and adults at risk.
This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:
- All unspent cautions and/or unspent convictions
We recognise and reward you
Hard work and success deserves recognition. That’s why we pride ourselves on the benefits we give our people. We actively encourage a good work‑life balance and promote flexible and agile working arrangements. We provide discounts on various Cafés, restaurants, shops and auto enrolment onto our generous Pension Scheme. In addition to the opportunity to gain membership to Costco, we have discounted gym memberships, travel discounts with Arriva and much more.
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