Referrals and Engagement Officer
3 days ago
Canterbury
Referrals & Engagement Officer 📍 Location: Roper Road, Canterbury 🕒 Hours: Monday – Friday, 8:30am – 5:30pm (1-hour lunch) 📅 Contract: Full-time, Permanent, 💷 Salary: £28 - £30,000 Join Tuition Extra-Removing Barriers to Learning At Tuition Extra, in Canterbury, we specialise in high-quality, tailored tuition with a strong focus on SEND. Our mission is to create an inclusive and inspiring learning environment that empowers students to achieve their full potential. Our work spans a flexible tuition service, alongside our specialist provisions Haven Nook and Maypole Farm, allowing us to meet learners wherever they are in their educational journey. We work in close partnership with families and carers, schools, and local authorities to provide nurturing, inclusive, and outcomes-focused education that builds confidence, reduces barriers, and helps students re-engage with learning. Our approach is practical, compassionate, and firmly rooted in the belief that education works best when it adapts to the individual. We are committed to safeguarding and promoting the welfare of children, young people, and colleagues. About the Role Tuition Extra is seeking a highly organised and proactive Referrals & Engagement Officer to manage the end-to-end referral and onboarding process for students, as well as managing the tutor engagement experience. The role requires strong coordination skills to ensure timely tutor allocation and consistent, high-quality communication with parents/carers, caseworkers, tutors, and internal teams. The postholder will maintain efficient, well-managed processes that support a smooth and effective transition from referral through to the commencement of tuition, ensuring that appropriate information is shared to support safe and effective provision. The role also involves managing the tutor experience at Tuition Extra, with a clear focus on engagement, quality, and positive outcomes for children and young people. The postholder will liaise proactively with tutors to support professional practice, address challenges, and promote consistent, high-quality tuition, while ensuring tutors understand and work within Tuition Extra’s safeguarding expectations and professional standards, making it a great place to work and learn. Key Responsibilities Referral Intake & Initial Review • Log all referrals promptly upon receipt., • Review referral documentation to assess suitability, including the EHCP and all supporting documentation to determine whether Tuition Extra can appropriately meet the child and young person’s needs., • Make and record decisions in line with service criteria and within agreed timeframes, on internal systems. Management of Accepted Referrals • Confirm referral acceptance with the caseworker or parent/carer., • Request and verify proof of funding and confirmation that parents/carers have been informed., • Obtain any additional documentation required to proceed., • The Referrals Officer is responsible for managing multiple referrals simultaneously, maintaining accurate records, and ensuring tuition starts within two weeks of referral receipt wherever possible. Tutor Allocation & Onboarding • Initiate tutor allocation immediately upon funding confirmation., • Aim to secure a suitable tutor within 48 hours., • Ensure tutor suitability, including subject match, location, availability, and safeguarding compliance., • Add students to the Tuition Extra portal with all relevant information., • Upload and maintain referral documentation in OneDrive., • In collaboration with the DSL and SENCo review the most appropriate provision and tutor Internal Communication & Coordination • Send internal notifications to relevant teams detailing:, • Student profile and needs, • Subject(s) and tuition hours, • Tutor details, • Location and CIC status (where applicable) Tutor Briefing & Start-Up • Send a comprehensive tutor briefing outlining student details, expectations, and processes., • Ensure tutors contact parents/carers within 48 hours of allocation., • Monitor progress to ensure tuition begins within two weeks of funding confirmation. Engagement Monitoring & Escalation • Ensure tutors complete an initial assessment within five working days of the first session., • Enforce the 48-hour non-contact rule, escalating to caseworkers where necessary., • Manage and escalate non-engagement by parents/carers., • Monitor under-utilised tuition hours and liaise with tutors and caseworkers to resolve issues., • Follow up on tuition hours taken up for each child and young person, • Monitor engagement and ensure hours entitlements are used Referral Closure & Record Management • Archive student records on the Tuition Extra portal when tuition ends or is discontinued., • Update Trello with final outcomes, notes, and closure reasons., • Notify internal teams of delays, changes, or termination of tuition. Declined Referrals • Communicate decisions clearly and professionally to caseworkers, outlining reasons for decline., • Log decisions and supporting notes accurately in Trello. Tutor Liaison & Engagement • Manage and enhance the Tuition Extra tutor experience, ensuring tutors feel supported, informed, and engaged throughout their work with the organisation., • Liaise proactively with tutors to support engagement and effective practice, responding to queries, identifying emerging needs or challenges, and signposting to relevant guidance or support where appropriate. Skills, Experience & Attributes Essential • Strong organisational and administrative skills, managing multiple tasks with the ability to manage information records, and tasks accurately in a busy education or service-delivery environment., • Some experience of working in, or alongside, an education, SEND, or child-focused setting, with a basic understanding of how education provision is coordinated., • Good attention to detail and a consistent approach to record-keeping and following agreed processes., • Clear and professional written and verbal communication skills, with the confidence to communicate effectively with parents/carers, tutors, and colleagues and local authority, • An empathetic, patient, and solution-focused approach when responding to queries or supporting families and tutors., • Experience of working with multiple stakeholders, with a strong understanding of keeping teachers and tutors engaged., • Ability to work collaboratively as part of a team, including the Safeguarding Lead and SENCo, while taking responsibility for allocated tasks and following work through to completion., • Some awareness of EHCPs or SEND processes, gained through work, study, or lived experience. Desirable • Willingness to develop knowledge of SEND and EHCP processes, and to apply learning in practice with appropriate support. Interest in developing a career within education, SEND, or pupil support services., • Confidence using digital systems to support coordination and administration, including platforms such as OneDrive, Trello, or similar tools., • An understanding of the importance of confidentiality, professionalism, and clear communication when working with families and education professionals., • Experience of working with multiple stakeholders and managing multiple tasks, • Collaborating across an organisation to deliver exceptional employee experience If you have any questions, please contact Karina Rook, HR Advisor We are only accepting direct applications, no agencies please. Safeguarding The organisation is committed to safeguarding and promoting the welfare of children and young people. All staff are expected to share this commitment. This role is subject to enhanced DBS checks and ongoing safeguarding