Experts at Hand Coordinator

Hoople Ltd; Hereford; On-site; GBP 27,000 - 29,000; Full time

Benefits offered by this job

Pension Scheme Enrolment LGPS

Generous Annual Leave: 31 days (pro R/

Flexible working

Employee Assistance Programme

Pick your perks

Job summary

Herefordshire Council is seeking an Experts at Hand Coordinator in Hereford. The role focuses on coordinating requests for specialist support for schools, ensuring information is recorded and directed to the right pathway.

It is a creaking service-building position with heavy emphasis on process, communication and teamwork. You will work across Educational Psychology, Speech and Language Therapy and wider SEND services to maintain records, chase actions and support a responsive service for

Qualifications

• Experience in administration, coordination or customer-facing support.
• Ability to build relationships with schools and partner services.
• Clear, calm and professional communication.
• Organised with ability to manage competing priorities.
• Attention to detail and accurate record-keeping.
• Comfort with data, records and digital systems.
• Understanding SEND and inclusion and early support.
• Safeguarding and confidentiality awareness.
• Know when to escalate to specialists.

Responsibilities

• Be the first point of contact for schools seeking support.
• Welcome requests and explain next steps clearly.
• Gather information to understand each request.
• Coordinate requests and connect schools to the right team.
• Keep schools informed and maintain clear communication.
• Track requests, actions and outcomes with follow-up.
• Maintain accurate and up-to-date service records.
• Respond professionally to questions from schools and partners.
• Collaborate with Educational Psychology and other SEND services.
• Identify themes and opportunities to improve the service.

Skills

Administration

Coordination

Customer support

Communication

Attention to detail

Education

GCSE English & Maths

Administrative qualification

Tools

Microsoft Office

CRM systems

Job description

About The Role

Job Title: Experts at Hand Coordinator

Hours: 37

Location: Hereford

Salary: HC6£26,847 - £29,071

Contract: Fixed term – 3 years

Closing date: 05/11/2026

The Role

Would you like to help shape a new service that will make it easier for schools to access the specialist support they need?

Herefordshire Council is looking for an organised, proactive and approachable person to become our first Experts at Hand Coordinator.

This is an exciting opportunity to be part of a new service designed to give schools and settings across Herefordshire a clear and coordinated route to specialist advice, guidance and support. You will join at an important stage, helping to establish the service and shape how it works in practice.

You will be the first point of contact for schools and settings using Experts at Hand. From the moment a request is received, you will help make sure it is recorded, understood and directed to the right specialist team or pathway.

At the heart of this role is making things easier for schools. You will help them understand what is happening, keep communication flowing and make sure agreed actions are followed through.

This is a coordination role rather than a specialist practitioner role. You will not provide specialist support directly to children and young people, but your work will help schools access the right expertise at the right time.

What will you be doing?

No two days are likely to be exactly the same. You will:

• be the first point of contact for schools and settings seeking support through Experts at Hand
• welcome and acknowledge requests, making sure schools know what will happen next
• gather the information needed to understand and consider each request
• coordinate requests and connect schools with the most appropriate specialist team or pathway
• keep schools informed and help maintain clear communication between everyone involved
• track requests, actions, decisions and outcomes, making sure agreed follow-up takes place
• maintain accurate and up-to-date service records
• respond clearly and professionally to questions from schools and partner services
• work closely with Educational Psychology, Speech and Language Therapy, Occupational Therapy and wider SEND and inclusion services
• maintain information about demand, response times, the support requested and outcomes
• help identify recurring themes, gaps in support and opportunities to improve the service.

Because this is a new service, you will have a real opportunity to influence how it develops. Your insight and experience will help us create an offer that is responsive, accessible and straightforward for schools to use.

About You

You will enjoy bringing order and clarity to a busy service and helping people find the right route forward. You will be comfortable handling several requests at once, following up actions and keeping accurate records, while remaining approachable and helpful.

We are looking for someone who:

• has experience of administration, coordination or customer-facing support in a busy service
• can build positive working relationships with schools, colleagues and partner services
• communicates clearly, calmly and professionally
• is organised and can manage competing priorities, deadlines and follow-up actions
• has good attention to detail and takes pride in keeping accurate records
• is confident using data, records and digital systems
• understands SEND, inclusion and the value of early support and partnership working
• can work collaboratively with a range of specialist teams
• understands the importance of safeguarding, confidentiality and careful information handling
• recognises the boundaries of the role and knows when a request needs specialist input.

Experience of working with schools, education settings, local authority services, health services or SEND and inclusion services would be particularly valuable.

You should have a good standard of education, including English and maths at GCSE grade C/4 or above, or equivalent relevant experience, together with relevant training or a qualification in administration, business support or customer service.

Most importantly, you will share our commitment to making support easier to access and helping schools secure the right help for children and young people when they need it.

To arrange an informal discussion, or ask any questions about the role, please contact [e-mail]

We Offer

A competitive salary, holiday entitlement, and access to our contributory pension and staff benefits scheme, which includes:

• Pension Scheme Enrolment in the Local Government (LGPS)
• Generous Annual Leave: 31 days (pro rata) plus bank holidays. You can also purchase an additional 10 days per annum
• Flexible working: flexi-time, job-share, part-time hours
• Employee Assistance Programme: 24/7 access to support and counselling
• Pick your perks – our benefits include access to a range of retail, leisure, holiday and health benefits. This includes savings, cash back and discounts.

Why Choose Us?

We're proud and excited to unveil our new recruitment video, a celebration of Herefordshire's people, places, and purpose. Set in the heart of England and filled with pride, compassion and possibility, the video brings to life what it means to work somewhere you truly belong.

At Herefordshire Council, every role matters and every person makes a real difference for our communities. We’re a team where people feel valued, supported and empowered to grow together.

Herefordshire is a beautiful, historic county on the Welsh border, one of England’s most rural and unspoilt areas, with vibrant market towns and a strong sense of community.

Our priority is clear: to keep children safe and give them the best start in life. We do this through passionate, dedicated professionals who build strong relationships with children, families, and partners to make a lasting difference.

It’s an exciting time to join us. We’re investing in our people and ourrelational practice approach, working alongside our improvement partner, Leeds City Council. You’ll be supported by experienced managers, continuous professional development, and a genuine team ethos that values collaboration and care.

If you’re committed to helping children and young people thrive, come and join the journey in Herefordshire – where your work truly matters.

Herefordshire Council Plan

The Council plan sets out how we will make our contribution to achieving a better and more successful Herefordshire, please see the link below to find out more:

Herefordshire Council Plan 2024-2028

Reasonable Adjustments

Our recruitment process runs in partnership with Hoople Resourcing. If you require any reasonable adjustments or alternative methods for the online application process, please contact the resourcing team by email [e-mail].

If you’re shortlisted for interview and require any reasonable adjustments, our Children & Young People Recruitment Team will be happy to support you.

Creating an inclusive workplace

We encourage our employees to feel empowered and to use their voices to help embrace diversity, promote inclusivity and shape our organisation. We have eight employee network groups, collectives of colleagues who often share identities, life experiences or cultures and offer support and community. They also play an important role in strengthening the voices of employees at Herefordshire Council. Embedded in the Council's values is a commitment to listen to people's views and needs.

For more information on our Employee Network Groups please view our dedicated recruitment website: www.spiritofherefordshire.com.

Commitments, Covenants and Statutory Obligations

The following candidates will be interviewed if they meet the essential criteria for the post they are applying for:

• Those who indicate that they have a disability. This is part of our commitment to the “Disability Confident” scheme.
• Those who indicate in their application that they are an Armed Forces Veteran or Reservist. This is part of our pledge to support the Armed Forces Covenant.
• Those who indicate in their application that they are a Herefordshire care leaver. This is part of our commitment to supporting young people leaving our care.

We take our commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults seriously and expect all of our staff, visitors and volunteers to share in this commitment.

We are committed to safeguarding and promoting the welfare of children & young people and vulnerable adults. If you are offered this position, it will be subject to a Disclosure and Barring Service enhanced check and further pre-employment checks.