Hours — 37.5 hours per week
Location
Home-based with occasional travel to Dingley's Promise offices
Reports to
Project Manager
About Dingley's Promise
Dingley's Promise is the UK's largest specialist early years SEND charity, supporting children aged 0–5 with special educational needs and disabilities and their families. We operate twelve specialist centres across England and deliver national training to over 30,000 early years practitioners each year. Our mission is to make sure every child with SEND gets the best possible start in life.
This role sits within a national government-funded programme delivering high-quality online CPD to up to 10,000 early years practitioners across England, in partnership with a consortium of specialist sector organisations.
Role Purpose
Provide responsive and helpful first-line support to practitioners using Dingley's Promise's national early years SEND CPD programme, resolving access, registration and technical queries quickly and ensuring a high-quality learner experience.
Key Responsibilities
Learner support
- Respond promptly to learner queries via the programme helpdesk, email and any other nominated support channels
- Resolve common issues: account registration, login difficulties, module access, progress queries and completion certificates
- Escalate complex technical issues to the Tech & LMS Lead or the platform provider's support team
- Maintain a courteous, encouraging and accessible tone in all learner communications — many learners may lack digital confidence
- Track and log all support interactions and outcomes
Digital inclusion support
- Identify learners who may have low digital confidence at the point of initial contact
- Flag these learners to the Tech & LMS Lead and the digital inclusion support partner for targeted additional support
- Follow up with digitally excluded learners to ensure they have received appropriate support and are progressing
Administration
- Maintain accurate records of support tickets, resolutions and escalations
- Produce weekly summary reports of support volumes and common issues for the Project Manager
- Contribute to FAQs and learner guidance documents based on common queries received
- Support the team with general programme administration as required
Person Specification
Essential
- Experience in a customer service, helpdesk or administrative support role
- Confident and professional written communicator
- Patient, empathetic approach — able to support users who may be anxious about technology
- Competent with Microsoft Office and standard digital communication tools
- Organised and reliable with good attention to detail
- Able to manage a high volume of queries while maintaining quality and warmth
Desirable
- Experience supporting users of an online learning or digital platform
- Familiarity with the early years or education sector
- Experience using helpdesk ticketing software
- Understanding of digital inclusion challenges for adult learners
Dingley's Promise is committed to creating a diverse, inclusive and supportive workplace where everyone feels valued and respected.
We welcome applications from people of all backgrounds and communities and are committed to ensuring equality of opportunity throughout our recruitment and employment practices. We do not discriminate on the basis of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation.
We believe that diversity strengthens our organisation and enables us to better serve the children, families and communities with whom we work.
Reference: DINGLEY1
Pay: £24,000.00 per year
Work Location: Hybrid remote in Newbury (Berkshire)
