WHAT YOU’LL BRING

We’re looking for individuals from a range of backgrounds and lived experiences who demonstrate the following:

• Proven experience managing a demanding workload in a confidential, customer-focused setting.
• Strong IT skills and experience using case management and scheduling platforms (e.g. Charity Log, Team Up, Microsoft Teams).
• Excellent planning, organisation, and administrative skills.
• Clear, compassionate communication—both verbal and written.
• A commitment to confidentiality, impartiality, and inclusive practice.
• Emotional resilience and empathy when supporting individuals in conflict or distress.
• Confidence in independent problem-solving, while also working collaboratively with a remote team.
• Willingness to learn and contribute knowledge to a learning-focused team culture.

WHAT YOU’LL BE DOING

You’ll be part of a dedicated and award-winning remote team, collaborating to deliver high-quality support while managing your own varied and engaging workload.

Your key responsibilities will include:

• Coordinating mediation meetings, working within statutory and internal timelines.
• Communicating with families, young people, local authorities, education providers, and health and social care professionals.
• Offering impartial, informed customer service based on a solid understanding of the SEND Mediation process. (Full training provided.)
• Accurately logging service user interactions and managing follow-up actions through our case management system.
• Ensuring strict adherence to data protection and GDPR standards.
• Making informed case-based decisions, including those involving unique or complex circumstances.
• Supporting the wider team with reporting, evaluation, and service improvement tasks.
• Actively participating in training, supervision, and team meetings.