Safeguarding and Customer Support Co-Ordinator

Company: EDClass

Department: Safeguarding and Compliance

Reports To: DSL (2nd in Charge of Safeguarding) / Head of Safeguarding

Role Overview

The Safeguarding Support and Onboarding Co-Ordinator 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 co-ordinator manages inbound requests, maintains learner records, and assists the Designated Deputy Safeguarding Lead (DDSL) and the safeguarding team to ensure a safe, compliant environment to also support the schools and MATs MPOCs, SPOCs and DSLs.

Learner Onboarding and Profile Management

• Enrolment and Profiles: Conduct learner enrolments via telephone, ensuring all necessary personal and risk data is captured accurately.
• Profile Auditing: Check learner profiles submitted directly by schools. If information is missing or incomplete, contact the school promptly to gather the required details.
• Watchlist Allocation: Assign learners to the appropriate safeguarding watchlist based on the profile data and risk assessment.
• Data Gathering: Actively chase outstanding data, including missing IP addresses, EHCPs, to ensure seamless platform integration.

Platform Administration and Data Management

• Seat Management: Extend or terminate learner seats on the platform as officially requested by the school.
• Platform Removal: Process the removal of learners from the platform when instructed by the school.
• Term Dates Maintenance: Manage the term dates spreadsheet, updating it with new schools and removing institutions that have not renewed.
• Holiday Administration: Ensure all learners are systematically ended or restarted in alignment with term dates and school holidays.
• Pathway Co-ordination: Support the pathway co-ordinator with adding, removing, or amending timetables and pathways.
• Administrative tasks: sending no camera emails; illness and absence; chasing EHCPs, chasing IPs and What 3 words; learner of the day; certificates; behaviour sanctions emails; rewards; streaks of online attendance

High-Level Meeting Coordination

• Termly Reviews: You are responsible for arranging and coordinating these meetings. A critical requirement is ensuring the Head of SEND is booked and present for these reviews.
• Automated Activations: Oversee the automated onboarding process. Even though it is automated, you must still verify that the Letter of Assurance, EHCP requirements, and Safeguarding contacts are correctly logged.
• Reactivation: Proactively target “Dormant” or “Zero-Usage” accounts to get them back into the platform ecosystem.

Key Duties

• Work in partnership with the Second in Charge of Safeguarding.
• Collaborate effectively with the Teaching and Learning team to meet the needs of learners.
• Process data integration requests from school MIS systems via the secure third-party company (Wonde) and perform Wonde refreshes.
• Carry out any other duties commensurate with the needs of the business, or as requested by your designated Line Manager or Senior Leadership Team. Please note that all job descriptions may be subject to change.

Key Responsibilities

Customer Support and Communication

• Frontline Support: Act as the first point of contact for school staff and MAT representatives via telephone, support inbox emails, and the ticketing system.
• Stakeholder Guidance: Build relationships with school and MAT staff, guiding them through platform usage, reporting access, and system navigation.
• Outreach: Contact schools regarding ongoing or reported issues, or upon request from internal teams.
• Documentation: Note all communications accurately on the relevant school or MAT account.

Skills, Knowledge, and Experience Required

Professional and Technical Skills

• Platform and Data: Good data analytical skills, full knowledge of the Microsoft suite, and Zoho proficiency.
• Industry Knowledge: Good working knowledge of the education and skills sector, particularly regarding schools, academies, and MAT structures.
• Problem Solving: Strong negotiation, decision-making, and problem-solving skills.
• Organisation: Excellent time management skills with accurate work and strong attention to detail.

Personal Attributes

• High level of self-motivation, dependability, and resilience.
• Flexible approach to working with the ability to use your own initiative.
• Excellent team-working skills with the ability to liaise across all business areas.
• Polite and professional manner.

Ethos and Safeguarding

• Ethos: Proper and professional regard for the ethos, policies, and practices of the company, maintaining high standards of attendance and punctuality.
• Relationships: Build relationships rooted in mutual respect while observing proper boundaries appropriate to the position. Show tolerance and respect for the rights of others.
• British Values: Uphold fundamental British Values, including democracy, the rule of law, individual liberty, mutual respect, and tolerance of those with different faiths and beliefs.
• Safeguarding: EDClass is committed to safeguarding the welfare of children and young people. To be successful, you must be eligible to receive a DBS check that is relevant to the post.

Professional Conduct and Ethos

• Clinical Detachment: Treat all cases neutrally and factually without emotional enmeshment.
• Process Adherence: Strictly follow the established protocols to eliminate internal chaos and protect colleagues.
• Quiet Professionalism: Ensure all tasks are completed accurately and handed over correctly, contributing to a “drama-free” environment.