Safeguarding and Customer Support Co-Ordinator

High-Level Meeting Coordination

• Termly Reviews: You are responsible for arranging and coordinating these meetings. A critical requirement is ensuring the Head of SEND is booked and present for these reviews.
• Automated Activations: Oversee the automated onboarding process. Even though it is automated, you must still verify that the Letter of Assurance, EHCP requirements, and Safeguarding contacts are correctly logged.
• Reactivation: Proactively target “Dormant” or “Zero-Usage” accounts to get them back into the platform ecosystem.

Key Duties

• Work in partnership with the Second in Charge of Safeguarding.
• Collaborate effectively with the Teaching and Learning team to meet the needs of learners.
• Process data integration requests from school MIS systems via the secure third-party company (Wonde) and perform Wonde refreshes.
• Carry out any other duties commensurate with the needs of the business, or as requested by your designated Line Manager or Senior Leadership Team. Please note that all job descriptions may be subject to change.

Key Responsibilities

Customer Support and Communication

• Frontline Support: Act as the first point of contact for school staff and MAT representatives via telephone, support inbox emails, and the ticketing system.
• Stakeholder Guidance: Build relationships with school and MAT staff, guiding them through platform usage, reporting access, and system navigation.
• Outreach: Contact schools regarding ongoing or reported issues, or upon request from internal teams.
• Documentation: Note all communications accurately on the relevant school or MAT account.

Skills, Knowledge, And Experience Required

Professional and Technical Skills

• Platform and Data: Good data analytical skills, full knowledge of the Microsoft suite, and Zoho proficiency.
• Industry Knowledge: Good working knowledge of the education and skills sector, particularly regarding schools, academies, and MAT structures.
• Problem Solving: Strong negotiation, decision-making, and problem-solving skills.
• Organisation: Excellent time management skills with accurate work and strong attention to detail.

Personal Attributes

• High level of self-motivation, dependability, and resilience.
• Flexible approach to working with the ability to use your own initiative.
• Excellent team-working skills with the ability to liaise across all business areas.
• Polite and professional manner.

Ethos and Safeguarding

• Ethos: Proper and professional regard for the ethos, policies, and practices of the company, maintaining high standards of attendance and punctuality.
• Relationships: Build relationships rooted in mutual respect while observing proper boundaries appropriate to the position. Show tolerance and respect for the rights of others.
• British Values: Uphold fundamental British Values, including democracy, the rule of law, individual liberty, mutual respect, and tolerance of those with different faiths and beliefs.
• Safeguarding: EDClass is committed to safeguarding the welfare of children and young people. To be successful, you must be eligible to receive a DBS check that is relevant to the post.

Professional Conduct and Ethos

• Clinical Detachment: Treat all cases neutrally and factually without emotional enmeshment.
• Process Adherence: Strictly follow the established protocols to eliminate internal chaos and protect colleagues.
• Quiet Professionalism: Ensure all tasks are completed accurately and handed over correctly, contributing to a “drama-free” environment.