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Send Support Line And Engagement Coordinator

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Buckinghamshire Council

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Customer Service

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Salary:

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Job Description:

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.

Job Responsibility:

  • Oversee the day‑to‑day operation of the SEND Support Line, ensuring high standards of customer service and effective communication at all times
  • Line manage the SEND Inclusion Assistant Team, providing leadership, support and guidance
  • Respond confidently and empathetically to enquiries via phone and email, including escalated or complex cases
  • Provide clear, accurate advice on SEND processes, policies, services and the SEND Code of Practice
  • Maintain accurate records, analyse enquiry trends and use insight to inform service improvement and planning
  • Work collaboratively with colleagues, partners and external agencies across education, health, social care and the voluntary sector
  • Contribute to service development, projects, and the creation of clear, accessible information for families and professionals
  • Ensure safeguarding responsibilities are fully understood and embedded in everyday practice

Requirements:

  • Significant experience working within SEND or a related education, health or social care environment
  • Clear knowledge of SEND services, the SEND Code of Practice and wider education frameworks
  • Proven experience delivering high‑quality customer service, including managing distressed or escalated enquiries with empathy and professionalism
  • Experience managing or coordinating a support line or similar frontline service
  • Strong leadership skills, with experience of allocating work, managing rotas and supporting staff
  • Excellent communication skills and the ability to build trusted relationships with a wide range of stakeholders
  • Strong ICT skills, including confidence using Microsoft applications such as Outlook, Word and Excel
  • The ability to analyse information, identify trends and contribute to service planning and improvement
  • A calm, resilient and solution‑focused approach, even in challenging situations
  • Educated to NVQ Level 4 / degree level (or equivalent)
  • Level 2 English and Maths
  • Ideally hold a full driving licence
What we offer:
  • A fair and inclusive culture
  • Health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
  • A unified voice through our Employee Representative Group
  • Ongoing support, and the opportunity to develop and progress in your career with us
  • Opportunities to take part in fun activities such as fundraising and social events
  • Discounts on various Cafés, restaurants, shops and auto enrolment onto our generous Pension Scheme
  • Opportunity to gain membership to Costco
  • Discounted gym memberships
  • Travel discounts with Arriva

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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