Information and Advice Coordinator (Children's Team)

Description

Job Title: Information and Advice Coordinator

Location: Ealing, West London, Hybrid working after training (3 days office / 2 days remote)

Hourly rate £20.96 PAYE / £27.89 Umbrella

Contract Length: 3-month contract (possibility of extension)

Working Pattern: Full Time, Monday - Friday, 35 hours

ASAP Start

About the Role

Ealing Council's Children's Integrated Response Service (ECIRS) is the vital first point of contact for professionals and members of the public seeking support, information, or raising concerns about a child. We are looking for a committed Information & Advice Coordinator to join our frontline team and help ensure each enquiry receives the right response, at the right time.

In this role, you'll provide high‑quality, impartial customer service, manage sensitive information, and work closely with key safeguarding partners such as the Child Abuse Investigation Team (CAIT) and MASH police teams. Your work will help protect vulnerable children and support positive outcomes across the community.

What You'll Be Doing

Acting as the first point of contact for calls and emails coming into ECIRS, offering clear information, advice, and direction.

Making initial assessments of children and families' needs and risks, referring or signposting appropriately.

Processing and prioritising police reports, Missing Young People notifications, and Probation updates.

Liaising with internal social work teams and external partners to support multi‑agency safeguarding decisions.

Accurately gathering, recording and managing case information using Mosaic and other systems.

Producing performance data, reports, and supporting audit and quality assurance processes.

Contributing to continuous service improvement, including preparation for Ofsted and internal audits.

Handling sensitive, and sometimes distressing, situations with professionalism and empathy.

Supporting induction processes, administrative tasks, and assisting colleagues across the service.

Ensuring compliance with GDPR, equalities, and safeguarding requirements at all times.

Essential skills & abilities

Excellent interpersonal and communication skills (telephone, written and face‑to‑face).

Strong customer service experience, ideally supporting individuals in distress or vulnerable situations.

Ability to handle sensitive information with discretion and professionalism.

Confident IT skills, especially Word, Excel, PowerPoint, and accurate data inputting.

Ability to prioritise workloads, work independently, and meet deadlines.

Good numeracy and literacy skills, including the ability to produce clear reports.

Understanding of the principles of good customer care.

Essential experience & qualifications

Experience working in a customer‑focused environment.

Experience interacting with diverse and multi‑cultural communities.

Experience drafting written responses and managing enquiries.

GCSE English (or equivalent).

Proven IT proficiency.

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Ad ID: 5417721505