GENERAL DESCRIPTION:
- Answer telephone queries, provide guidance to parties to mediation.
- Manage casework files and related administration, prioritising cases appropriately.
- Provide case management and arrange mediation within statutory deadlines.
- Assist with smooth operation of the office, related systems and procedures.
- Provide dedicated support for allocated clients.
- Carry out basic administrative duties.
SPECIFIC ROLE:
- Acting as initial point of contact for clients, primarily in education disagreements – will include parents, children and young people, education professionals, local authority officers, mediators, and venue booking contacts.
- Making all practical arrangements for mediation meetings, including selection and engagement of a suitable mediator, booking venues, preparing relevant documentation and ensuring an open and transparent dialogue between all parties.
- Liaison with all parties involved in mediation to ensure that the process runs smoothly.
- Providing guidance and mediation information by telephone and issuing appropriate certificates.
- Maintaining an effective and accurate filing system.
- Developing good relationships as the dedicated point of contact for cases within a particular geographical area.
- Supporting colleagues where necessary.
- Observing work and procedures comply with our quality assurance systems, paying particular attention to confidentiality, policies and procedures.
- Acting as a positive representative of the Company.
The Case Manager role often deals with sensitive and emotional issues of a highly confidential nature, so discretion and diplomacy must be displayed at all times.
Gray & Associates is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.