Information and Advice Coordinator (Children's Team)

Adecco; Ealing; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading employment agency is looking for a committed Information and Advice Coordinator to join their team in Ealing. This role focuses on providing high-quality support and information to professionals and the public regarding children’s services. Key responsibilities include handling sensitive information, assessment of needs, and liaising with safeguarding partners. The position offers a full-time, hybrid working structure post-training, and requires excellent communication skills and prior experience in customer service.

Qualifications

• Experience working in a customer-focused environment.
• Experience interacting with diverse and multicultural communities.
• Experience drafting written responses and managing enquiries.
• Proven IT proficiency.

Responsibilities

• Act as the first point of contact for calls and emails for ECIRS.
• Make initial assessments of children and families' needs.
• Process and prioritise police reports and notifications.
• Liaise with internal teams and external partners.
• Accurately gather and manage case information using Mosaic.
• Produce performance data and support audit processes.
• Handle sensitive situations with professionalism.
• Support administrative tasks and assist colleagues.
• Ensure compliance with GDPR and safeguarding requirements.

Skills

Excellent interpersonal and communication skills

Strong customer service experience

Ability to handle sensitive information

Confident IT skills

Ability to prioritise workloads

Good numeracy and literacy skills

Understanding of good customer care

Education

GCSE English (or equivalent)

Tools

Word

Excel

PowerPoint

Job description

Information and Advice Coordinator

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

• Act as the first point of contact for calls and emails coming into ECIRS, offering clear information, advice, and direction.
• Make initial assessments of children and families' needs and risks, referring or signposting appropriately.
• Process and prioritise police reports, Missing Young People notifications, and Probation updates.
• Liaise with internal social work teams and external partners to support multi‑agency safeguarding decisions.
• Accurately gather, record and manage case information using Mosaic and other systems.
• Produce performance data, reports, and support audit and quality assurance processes.
• Contribute to continuous service improvement, including preparation for Ofsted and internal audits.
• Handle sensitive, and sometimes distressing, situations with professionalism and empathy.
• Support induction processes, administrative tasks, and assist colleagues across the service.
• Ensure 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.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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