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Education Helpline Officer

If you really want to make your mark in a rapidly growing business that is committed to improving the lives of children and young people, we have the role for you!

We have a fantastic opportunity for an Education Helpline Support Officer to join the NFA Group.

As Education Helpline Support Officer, you will be the first point of contact for any member of staff, or our foster carers, who require advice and support for a child or young person they are working with. Your role will involve providing appropriate information and guidance, while maintaining a high level of confidentiality and professionalism. Some enquiries will require ongoing support from you to drive a solution and this will involve working with other professionals, both in our organisation and externally.


NFA’s Group Quality Team work across all three divisions of our services: Education, Residential Care and Fostering and is headed up by the Group Director for Quality. The primary focus of the team is to quality assure our services across the group and support improvement to make sure we are providing the very best care for the children and young people we look after.

The successful candidate will be responsible for answering the Education Helpline, logging all enquiries and case tracking those that need further support. You will also be responsible for working on projects to develop the support offered by the quality team, as well as providing administrative support as required.


Who we are looking for

We are looking for someone who has experience working with children and/or young people in an educational, health, social care or support setting. You’ll be in your comfort zone providing a high level of customer service to our staff and foster carers, explaining current education systems and giving appropriate information and advice. You will be comfortable liaising with all employees at all levels, including those in local authority and other stakeholders. The successful candidate will also need the ability to collect, assess, summarise and analyse key information appropriately. You will be capable of using your own initiative and effectively planning and prioritising work.

Essential Criteria

  • Experience with children or young people in an educational, health, social care or support setting;
  • Knowledge of current primary and/or secondary education provision;
  • Understanding of the needs of children and their development;
  • Experience of managing small projects;
  • Well-developed written and verbal communication and excellent customer service skills;
  • Ability to work effectively alongside other staff and external stakeholders to drive resolutions;
  • Ability to collect, assess, summarise and analyse key information;
  • Capable of using own initiative and effectively planning and prioritising work;
  • Emotionally intelligent and empathetic.

Desirable Criteria

  • An appropriate education, social care or health qualification;
  • Post-qualification experience of working where you have been required to respond to the needs of children or young people;
  • Experience of working with children who are looked after;
  • Proven ability to provide advice and support to stakeholders in an appropriate way, face-to-face or via email and/or telephone.

If this sounds like your dream job and you meet all the requirements we’re looking for (and more), we want to hear from you. Applications are invited online through the National Fostering Agency careers website:

We are committed to safeguarding and promoting the welfare of children and young people and we expect all employees to share this commitment and undertake appropriate checks.

We are an Equal Opportunities Employer.


Quick Information

Permanent - Full Time


£25,000 - £30,000 dependent on experience


Closing Date:

Supporting files:

Job Description

Apply online now!