Mediation Call Handler (Remote)

Mediation Call Handler

Employer – Kids

Location – This is a homebased role with occasional travel for team meetings and / or training.

Contract – 36 hours per week Monday to Friday (shorter hours, for example 9.30 to 15.00 daily negotiable).

Salary – £21,490

Experience – you will have experience providing efficient and professional call handling, case management recording and general administration support.

The Good stuff/Benefits

• Join a company that truly cares about your wellbeing
• Enjoy an enviable annual leave package, starting at a generous 25 days and growing each year up to 30 days.
• Option to buy an additional 5 days holiday.
• Enjoy your entitlement to Bank Holidays.
• We’ve got your back with Maternity and Paternity Pay.
• Rest easy knowing you’re covered with our Death in Service plan.
• Invest in your pension plan with the option to top it up knowing that Kids is also contributing 3%.
• Achieve work-life harmony with flexible hours tailored to your needs.
• Unlock exclusive discounts at hundreds of online retailers through our employee benefits portal.
• Spread the word and reap the rewards with our enticing “Recommend a Friend” scheme.
• Access confidential support and expert guidance 24/7 through our Employee Assistance Programme, helping you navigate both personal and professional challenges.
• Take care of yourself with Company Sick Pay which you are entitled to from your first day.
• 5 days of paid family/carers leave.
• Salary sacrifice schemes available
• Develop your mentoring skills by either being a mentor or signing up for our mentoring programme.
• Expand your horizons with Kids online learning platforms, offering a wealth of professional courses for your personal and career development.
• Apprenticeship programmes available for employees
• Benefit from a colleague engagement programme enabling your voice to be heard.
• Lean on us during difficult times with Bereavement Leave.

Are you ready to join an amazing organisation that makes a difference to the lives of disabled children?

As a Mediation Call Handler you will be supporting the effective day–to–day running of the Mediation Service. This is a great opportunity to develop your skills in a rewarding role and gain a strong sense of achievement.

You will work remotely but still be part of a fantastic, award winning team. You won’t meet them every day, but you will get to see them. Everyone is on hand to answer questions and help out when needed.

Is this a role for you? Come and join us as a Mediation Call Handler and work with a great organisation that truly cares about its people. Check out our mission and values at www.kids.org.uk and if you like what you see then apply today.

Main tasks of our Mediation Call Handler:

• First point of contact for service users, managing high volumes of calls, messages, inquiries. Service users first impression of the Kids Mediation Service is based on this role and a highly professional approach is required.
• Respond in a timely, efficient manner and record referrals on our case management system promptly and with great accuracy, actioning follow-on tasks within defined timelines.
• Provide a high level of impartial customer service and information at all times, based on good knowledge of the Special Educational Needs and Disability (SEND) framework and detailed knowledge of the SEND Mediation and Disagreement Resolution process. (Training on the SEND framework and mediation process will be provided).
• Adhere to data protection (UK GDPR) working processes at all times.
• Support the mediation team with other role-related administrative tasks.
• Attend supervision, meetings and training as required and when requested.
• To undertake any other duties within the scope of our service as required.

Personal qualities for the role of Mediation Call Handler

• Excellent professional customer care and communication skills, including telephone manner and writing skills
• Able to maintain confidentiality and impartiality at all times
• Able to communicate with sensitivity, including when high emotions are expressed by service users
• Resilience and empathy when working with people who are engaged in conflict
• Able to manage a demanding workload effectively and ability to work independently and quickly under pressure
• Experience of working with a case management system (e.g. Charity Log) and ability to effectively use a range of online Information Technology systems (IT), e.g. Team Up, Teams etc.
• Excellent administrative skills
• Able to work on own initiative
• Working effectively and reliably as part of a (remote) team; able to act on direction; seeking help when required
• Understanding the high level of accountability to service users and the mediation team
• Willing and eager to learn and share knowledge with others effectively

The vacancy may close before the deadline, if we receive a high volume of applications for the role. Please apply promptly to avoid disappointment.