SEND Support Line and Engagement Coordinator

Overview

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.

This is a fixed term/secondment position until December 2026

About the role

As the SEND Support Line and Engagement Coordinator, you will be responsible for managing and developing the SEND Support Line, acting as the first point of contact for families, caregivers and professionals seeking information, guidance and reassurance.

You will:

• 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

This is a countywide role with flexibility in work location and a strong focus on collaboration, improvement and impact.

About you

You will bring a strong commitment to supporting families and professionals within the SEND landscape, alongside excellent organisational and interpersonal skills.

You will have:

• 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

You will be educated to NVQ Level 4 / degree level (or equivalent), have Level 2 English and Maths, and ideally hold a full driving licence.

Other information

If you would like to find out more about this role, please contact Hayley Nowley at [email protected]

Closing date: Midnight on Friday 29th May

Interview date: Monday 8th June

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

Buckinghamshire Council is committed to safeguarding and promoting the welfare of children, young people and adults at risk.

This post is covered by the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:

• All unspent cautions and/or unspent convictions

For further information on how long it takes for cautions and convictions cautions to become spent, please refer to our guide on the Rehabilitation of Offenders Act 1974 (updated 2023) | Nacro

We understand that candidates may use AI tools to assist with their applications. While we welcome innovation, we expect all submissions to reflect your own experience, skills, and achievements accurately. Please ensure your application is truthful and demonstrates your personal capabilities, as this will be assessed during the selection process.

Our values and culture

We have a set of values, which our employees have chosen, that represent what we are – Proud, Ambitious, Collaborative and Trustworthy.

By joining Buckinghamshire Council, you can expect:

• a fair and inclusive culture
• the chance to really make a difference to those around you
• 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

At Buckinghamshire Council, we know that our biggest strength comes from the people that work for us, and that’s why we’re working hard to ensure we continue to be an accessible and inclusive organisation.

From dedicated staff networks overseen by our Equality, Diversity and Inclusion Steering Group, to proudly standing as a Disability Confident employer, it’s important to us that all our colleagues feel engaged, listened to, and valued. Our offer of flexible working empowers a productive and happy workforce and allows employees to combine work with other responsibilities and commitments.

We believe our workforce should reflect the diverse communities we service in Buckinghamshire, and are looking for like-minded individuals to join us in promoting equality, fairness, and inclusion for everyone.

We recognise and reward you

Hard work and success deserves recognition. That’s why we pride ourselves on the benefits we give our people. We actively encourage a good work-life balance and promote flexible and agile working arrangements. We provide discounts on various Cafés, restaurants, shops and auto enrolment onto our generous Pension Scheme. In addition to the opportunity to gain membership to Costco, we have discounted gym memberships, travel discounts with Arriva and much more.

https://jobs.buckinghamshire.gov.uk/working-buckinghamshire-council/