Location: Aylesbury
Overview
We are looking for a passionate and experienced SEND Support Line and Engagement Coordinator to play a key role in supporting children, young people and families across our county. This is an exciting opportunity to sit at the heart of our SEND Service, ensuring families, carers and professionals receive timely, accurate and compassionate advice and support.
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:
1. Oversee the day‑to‑day operation of the SEND Support Line, ensuring high standards of customer service and effective communication at all times
2. Line manage the SEND Inclusion Assistant Team, providing leadership, support and guidance
3. Respond confidently and empathetically to enquiries via phone and email, including escalated or complex cases
4. Provide clear, accurate advice on SEND processes, policies, services and the SEND Code of Practice
5. Maintain accurate records, analyse enquiry trends and use insight to inform service improvement and planning
6. Work collaboratively with colleagues, partners and external agencies across education, health, social care and the voluntary sector
7. Contribute to service development, projects, and the creation of clear, accessible information for families and professionals
8. 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:
9. Significant experience working within SEND or a related education, health or social care environment
10. Clear knowledge of SEND services, the SEND Code of Practice and wider education frameworks
11. Proven experience delivering high‑quality customer service, including managing distressed or escalated enquiries with empathy and professionalism
12. Experience managing or coordinating a support line or similar frontline service
13. Strong leadership skills, with experience of allocating work, managing rotas and supporting staff
14. Excellent communication skills and the ability to build trusted relationships with a wide range of stakeholders
15. Strong ICT skills, including confidence using Microsoft applications such as Outlook, Word and Excel
16. The ability to analyse information, identify trends and contribute to service planning and improvement
17. 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.