EDClass Ltd
Safeguarding and Customer Support Co-Ordinator
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Safeguarding and Customer Support Co-Ordinator
Safeguarding Support and Onboarding Coordinator
Department
Safeguarding and Compliance -Reports to:* DSL (2nd in Charge of Safeguarding) / Head of Safeguarding
Role Overview
The Safeguarding Support and Onboarding Coordinator acts as the operational and administrative anchor for the safeguarding department. This role ensures data integrity, prompt communication, and a seamless flow of information between schools, the safeguarding team, and the Senior Leadership Team.
The coordinator:
- Manages inbound requests
- Maintains learner records
- Assists the Designated Deputy Safeguarding Lead (DDSL) and safeguarding team
- Ensures a safe, compliant environment for schools and MATs (Multi-Academy Trusts’ MPOCs, SPOCs, and DSLs)
Core Responsibilities
1. Learner Onboarding and Profile Management
- Enrolment & Profiles
- Conduct learner enrolments via telephone to capture all necessary personal and risk data accuracy.
- Profile Auditing
- Review learner profiles submitted directly by schools.
- Identify missing or incomplete data and contact schools promptly for clarification.
- Watchlist Allocation
- Assign learners to the appropriate safeguarding watchlist based on risk assessment.
- Data Gathering
- Chase outstanding records, including:
- Missing IP addresses (What 3 Words)
- EHCPs (Education, Health and Care Plans)
- Ensure seamless platform integration
- Chase outstanding records, including:
2. Platform Administration & Data Management
- Seat Management
- Extend/terminate learner seats on request, working with school policies.
- Platform Removal
- Process learner removal from the platform upon school instruction.
- Term Dates Maintenance
- Update the term dates spreadsheet with new schools and remove non-renewed institutions.
- Holiday Administration
- Ensure automatic pausing/continuation of learner access during school holidays.
- Pathway Coordination
- Assist with timetable adjustments and pathway amendments via support with the pathway coordinator.
- Administrative Tasks
- Automated communications:
- No-camera notifications
- Illness/absence follow-ups
- EHCP & IP chase
- "Learner of the day" records
- Behaviour sanctions & rewards emails
- Online attendance streaks
- Automated communications:
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3. High-Level Meeting Coordination
- Termly Reviews
- Schedule and ensure Head of SEND attendance for these reviews.
- Automated Onboarding
- Verify post-automation that:
- Letter of Assurance is logged
- EHCP requirements are completed
- Safeguarding contacts are confirmed
- Verify post-automation that:
- Reactivation
- Proactively re-engage dormant ("Zero-Usage" or inactive) accounts.
Key Duties
- Collaborate with the Second in Charge of Safeguarding
- Partner with the Teaching & Learning team to meet learner needs
- Process MIS system integrations via the secure third-party Wonde
- Perform Wonde refreshes as required
- Undertake other duties as decided by the Line Manager or Senior Leadership Team
Key Responsibilities
📞 Customer Support & Communication
- First Point of Contact for:
- School staff
- MAT representatives
- Through telephone, email (support inbox), and ticketing systems.
- Stakeholder Guidance
- Build relationships and assist with:
- Platform navigation
- Reporting systems
- Safeguarding access.
- Build relationships and assist with:
- Outreach
- Address reported/school-requested issues.
- Documentation
- Maintain detailed records of all communications on relevant accounts.
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Requirements
🔧 Professional & Technical Skills
- Data & Software Proficiency:
- Strong data analytical skills
- Full-fledged Microsoft Suite knowledge
- Intermediate Zoho base tools.
- Industry Knowledge:
- Education/skills sector expertise
- Familiarity with schools, academies, and MAT structures.
- Problem-Solving:
- Negotiation, critical thinking, and decision-making skills.
- Organisational Abilities:
- Excellent time management, attention to detail, and accuracy.
🌟 Personal Attributes
- Self-motivated, dependable, and resilient
- Flexible and proactive with initiative
- Strong team collaboration across all business areas
- Professional demeanour
- Emphasis on mutual respect, empathy, and sensitivity.
⚖️ Ethos & Safeguarding Principles
- Ethos:
- Uphold company policies, standards, and attendance punctuality.
- Relationships:
- Build relationships built on mutual respect and appropriate boundaries.
- British Values:
- Champion principles of democracy, the rule of law, individual liberty, mutual respect, and tolerance.
- Safeguarding Commitment:
- ELClass prioritises safeguarding children.
- DBS check eligibility required for the role.
📜 Professional Conduct
✅ Clinical Detachment – Treat cases objectively and with neutrality. ✅ Process Adherence – Strictly follow protocols to minimise internal risk. ✅ Quiet Professionalism – Ensure efficient, polished, and “drama-free” workflows. Accurate completion and handover of tasks.
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