Mediation Co-Ordinator Apprenticeship

As a Mediation Co-Ordinator, you will work in the Mediation Management Team, handling data input, managing client communication, and supporting our Mediators with their caseloads and any administrative support they require. You will be based at our Doncaster office but may be required to attend training or publicity events in our outreach areas.

What you'll do at work

• Welcoming – meet and greet visitors to the building and provide hospitality when needed.
• Office – ensure the office environment is always presentable.
• Case Management System – transferring data from referrals onto the system in an accurate and timely manner.
• Calendar Management – arranging client appointments and updating Outlook calendar. Managing room availability and supporting Mediators with arranging appointments.
• Payments – calling clients for outstanding payments, taking payments over the telephone, transferring the appropriate information onto the clients’ case file.
• Telephone Calls – answering telephone calls and dealing with enquiries in the appropriate manner. Making calls as and when required.
• Correspondence – responding to clients’ enquiries as directed or required. This may be through emails or in letter format.
• Formal Documentation – proofreading and formatting to ensure accurate and professional documents are sent out to clients and professional bodies.
• Client Cases – these are electronic files and should be kept up to date at all times with accurate information. This would include saving documents from emails with correct file naming conventions.
• Social Media – support with maintaining this and keeping Family Matters presence.
• Meetings – attend the appropriate in-house meetings and, where required, to take minutes.

Where you'll work

RM1 9D
CAVENDISH COURT
SOUTH PARADE
DONCASTER
DN1 2DJ

Training provider

DN COLLEGES GROUP

Training course

Business administrator (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

• Skilled in the use of multiple IT packages and systems relevant to the organisation in order to: write letters or emails, create proposals, perform financial processes, record and analyse data. Examples include MS Office or equivalent packages. Able to choose the most appropriate IT solution to suit the business problem. Able to update and review databases, record information and produce data analysis where required.
• Produces accurate records and documents including: emails, letters, files, payments, reports and proposals. Makes recommendations for improvements and present solutions to management. Drafts correspondence, writes reports and able to review others' work. Maintains records and files, handles confidential information in compliance with the organisation's procedures. Coaches others in the processes required to complete these tasks.
• Exercises proactivity and good judgement. Makes effective decisions based on sound reasoning and is able to deal with challenges in a mature way. Seeks advice of more experienced team members when appropriate.
• Builds and maintains positive relationships within their own team and across the organisation. Demonstrates ability to influence and challenge appropriately. Becomes a role model to peers and team members, developing coaching skills as they gain area knowledge.
• Demonstrates good communication skills, whether face-to-face, on the telephone, in writing or on digital platforms. Uses the most appropriate channels to communicate effectively. Demonstrates agility and confidence in communications, carrying authority appropriately. Understands and applies social media solutions appropriately. Answers questions from inside and outside of the organisation, representing the organisation or department.
• Completes tasks to a high standard. Demonstrates the necessary level of expertise required to complete tasks and applies themself to continuously improve their work. Is able to review processes autonomously and make suggestions for improvements. Shares administrative best-practice across the organisation e.g. coaches others to perform tasks correctly. Applies problem-solving skills to resolve challenging or complex complaints and is a key point of contact for addressing issues.
• Takes responsibility for initiating and completing tasks, manages priorities and time in order to successfully meet deadlines. Positively manages the expectations of colleagues at all levels and sets a positive example for others in the workplace. Makes suggestions for improvements to working practice, showing understanding of implications beyond the immediate environment (e.g. impact on clients, suppliers, other parts of the organisation). Manages resources e.g. equipment or facilities. Organises meetings and events, takes minutes during meetings and creates action logs as appropriate. Takes responsibility for logistics e.g. travel and accommodation.
• Uses relevant project management principles and tools to scope, plan, monitor and report. Plans required resources to successfully deliver projects. Undertakes and leads projects as and when required.