Mediation Referrals Advisor - Maternity Cover
Employer: Kids
Location: This is a homebased role with occasional travel for team meetings and/or training.
Hours: 36 hours per week (flexible hours can be discussed at interview stage)
Salary: £22,937 per annum
Contract: Fixed term until November 2026
Experience: You will have experience providing efficient and professional call handling, case management recording and general administration support.
Are you passionate about making a positive impact in the lives of children and young people with disabilities and their families? Are you an organised, empathetic, and proactive individual looking for a meaningful role in a supportive, award-winning team? If so, we’d love to hear from you.
About the Role
As a Mediation Referrals Advisor, you’ll play a vital role in the smooth and effective operation of the Kids Special Educational Needs (SEN) Mediation Service. You will be the first point of contact for families, professionals, and local authorities—providing compassionate, impartial support and clear information about our mediation services. You’ll be part of a dynamic remote team, where collaboration, empathy, and mutual support are part of our everyday work culture. We may not share an office, but we stay closely connected through virtual platforms, offering consistent guidance and encouragement. This is a great opportunity to develop your professional skills while making a real difference.
Key Responsibilities
* Serve as the first point of contact for incoming calls, messages, and queries—responding with efficiency, care, and professionalism.
* Provide accurate information about our mediation service to a wide range of stakeholders, including families, young people, schools, and local authorities.
* Manage appointment bookings for Mediation Advisers using digital systems like Team Up.
* Maintain detailed and accurate records of all interactions, ensuring timely follow-up and consistent service quality.
* Support the coordination of Mediation Information Advice sessions and liaise with all relevant parties.
* Assist the mediation team with administrative tasks, including compiling reports and collecting feedback.
* Participate in team meetings, supervision, and training to support ongoing professional development.
* Carry out additional duties relevant to the role, as needed.
What We're Looking For
* We value a diverse range of experiences and perspectives. Experience in a customer service, call handling, or administrative support role—ideally with high volumes of enquiries.
* Excellent communication skills—both verbal and written—with the ability to build rapport and empathy quickly over the phone.
* Strong organisational and planning skills, including the ability to manage a busy workload and prioritise tasks effectively.
* Confident in using digital tools and systems (e.g. email platforms, online calendars, case management systems).
* Ability to work independently, take initiative, and solve problems proactively.
* A team player who is open to feedback, ready to collaborate, and eager to learn.
* A commitment to confidentiality and a respectful, inclusive approach to working with people from all backgrounds.
* Some understanding of the SEND framework is helpful (training provided if needed).
Why Join Us?
* Be part of an organisation that is making a real difference to children and young people with disabilities.
* Work remotely while staying connected with a warm, inclusive, and supportive team.
* Gain valuable skills and a strong sense of purpose in a rewarding role.
* Benefit from a culture that values your well-being, development, and contributions.
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