Customer and Compliance Manager – SEND – EK

Cheshire East Council; Macclesfield; Hybrid; GBP 49,000 - 65,000; Full time

Job summary

Cheshire East Council is seeking an experienced Customer and Compliance Manager to lead the SEND service from Macclesfield Town Hall. The role focuses on statutory compliance, performance and quality assurance, ensuring EHCPs are completed within the 20-week timeframe and coordinating tribunals, customer services, complaints and business support.

The post requires strong SEND expertise, management experience within a Local Authority, and the ability to work with schools, health professionals and

Qualifications

• Experience managing a Local Authority SEND service.
• Strong understanding of EHCP processes and SEND Code of Practice.
• Experience leading teams and overseeing service performance.
• Knowledge of SEND tribunals, complaints and statutory compliance.
• Excellent communication and stakeholder management skills.

Responsibilities

• Oversee SEND service delivery, ensuring statutory requirements and deadlines are met.
• Monitor EHCP processes and ensure compliance with the 20-week statutory timeframe.
• Lead SEND customer service, tribunals, complaints and business support teams.
• Develop and implement quality assurance processes and service improvements.
• Analyse performance data, monitor caseloads and produce management reports.
• Build effective relationships with schools, families and external partners.
• Ensure resources, budgets and staffing are managed effectively.

Skills

Leadership

Stakeholder management

Data analysis

Communication

Job description

Customer and Compliance Manager – SEND

Location: Macclesfield Town Hall, Cheshire East
Rate: £310 per day PAYE

We are currently recruiting for an experienced Customer and Compliance Manager to join Cheshire East Council’s SEND service. This is a senior management opportunity for someone with a strong background in Special Educational Needs and Disabilities (SEND), responsible for overseeing service delivery, statutory compliance, performance and quality assurance. You will lead and coordinate teams responsible for SEND tribunals, customer services, complaints and business support, ensuring that Education, Health and Care Plans (EHCPs) are completed within the statutory 20-week timeframe in line with the SEND Code of Practice. The successful candidate will monitor service performance, analyse management information, identify areas for improvement and ensure consistent standards across the service. You will also work closely with schools, parents, health professionals, social care teams and external partners to improve outcomes for children and young people aged 0–25.

Key Responsibilities

• Oversee SEND service delivery, ensuring statutory requirements and deadlines are met.
• Monitor EHCP processes and ensure compliance with the 20-week statutory timeframe.
• Lead and manage SEND customer service, tribunal, complaints and business support teams.
• Develop and implement quality assurance processes and service improvements.
• Analyse performance data, monitor caseloads and produce management reports.
• Build effective relationships with schools, families and external partners.
• Ensure resources, budgets and staffing are managed effectively.

Requirements

• Previous management experience within a Local Authority SEND service.
• Strong understanding of EHCP processes and the SEND Code of Practice.
• Experience managing teams and overseeing service performance.
• Knowledge of SEND tribunals, complaints and statutory compliance.
• Experience in quality assurance, data analysis and service improvement.
• Excellent communication, leadership and stakeholder management skills.

This is an excellent opportunity for an experienced SEND manager to take a leading role in improving service delivery, compliance and outcomes for children and young people with SEND.