SEND Customer service and complaints

We Do Social Work • Temporary • Macclesfield, Cheshire East, England, United Kingdom • 5h ago

SEND Customer Services & Complaints Officer

Location: Fully Remote
Hours: Monday–Friday, Office Hours

We are currently recruiting for an experienced SEND Customer Services & Complaints Officer to join a busy Local Authority SEND service on a fully remote basis.

This is an excellent opportunity for someone with a strong background in SEND, complaints handling and customer service who is passionate about delivering high-quality outcomes for children, young people and their families.

Key Responsibilities

Manage and investigate SEND complaints, compliments and customer enquiries in line with statutory guidance and agreed timescales.
Coordinate responses to Local Government Ombudsman investigations.
Produce clear, accurate and professional complaint responses and reports.
Analyse complaint trends and provide recommendations for service improvement.
Coordinate Freedom of Information (FOI) and Subject Access Requests (SARs).
Provide advice and guidance to managers on complaints procedures and best practice.
Deliver training and support to colleagues to promote consistent complaint handling standards.
Build positive relationships with internal teams, partner agencies and families.

Essential Requirements

Previous experience working within a SEND or Local Authority environment.
Strong knowledge of the SEND Code of Practice and SEND legislation.
Experience managing complex complaints from investigation through to resolution.
Excellent written and verbal communication skills.
Strong report writing and analytical skills.
Knowledge of Data Protection, Freedom of Information and confidentiality requirements.
Ability to manage a busy workload and meet statutory deadlines.
Confident using Microsoft Office and case management systems.

What's on Offer

Fully remote working.
Monday to Friday office hours.
Opportunity to work within a supportive SEND team.
Meaningful role improving services for children and young people with Special Educational Needs and Disabilities.
Competitive salary/rate.

If you have experience within SEND, complaints management, customer services, or Local Authority statutory services, we'd love to hear from you.

Apply today to be considered for this exciting opportunity.

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