Mediation Call Handler/Administrator

Brief Description

To provide efficient, professional call handling, diary booking and general administration support for KIDS Mediation Service

Qualifications Required

Minimum A-C GCSE English and Maths

Personal Qualities

A calm, composed nature is very importanty as you may be speaking with distressed people on the phone. A professional and diligent approach to work along with a very good attention to detail.

Skills Required

Good knowledge of IT systems such as Word and Excel and also excellent communication and telephone manner.

Future Prospects

Full-time permanent role with the company

Vacancy Detail

It is important to understand that this is NOT a childcare position. You will be the first point of contact for new Mediation Callers and therefore a professional approach is critical. This role is accountable at an operational level and errors impact on service users. You will provide a professional and efficient call and e-mail handling service, managing high volumes of calls coming in and responding to messages left in a timely, efficient and accurate manner. You will be booking diary appointments for the Mediation Advisors and recording all customer contact on the Case Management System (CMS). In addition, you will also provide basic information about the mediation service and have a basic knowledge of the Special educational Needs and Disability (SEND) framework and the mediation process (training will be provided on this). It is important to note that callers may be vulnerable or facing personal challenges and it may sometimes involve speaking with distressed or emotional individuals over the telephone. The role will also involve liaising across mutiple departments such as the Service Manager, Service Co-ordinator, Mediation Adviser, Mediators and also the London and Regional Team.