SCCU Complaints Manager (Public Service Operational Delivery (Level 3) apprenticeship)

Department for Education; Sheffield; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A UK government department is seeking a Casework Manager to handle school complaints and improve service delivery. The successful candidate will manage a caseload, analyze cases, and provide exceptional customer service. This role offers professional development, a salary of £31,479, and a generous pension contribution along with flexible working options.

Benefits

Flexible working options

25 days leave (rising to 30)

Contribution to Civil Service Pension scheme

Qualifications

• Experience in managing complaints and casework in a public service environment.
• Ability to communicate effectively both orally and in writing.
• Strong organizational skills to manage a caseload efficiently.

Responsibilities

• Manage end-to-end casework for school complaints.
• Analyze and research information for decision-making.
• Communicate with members of the public and schools.

Skills

Analytical skills

Communication skills

Customer service

Education

Completion of Public Service Operational Delivery (Level 3)

Job description

Overview

Regions Group plays a crucial role in the government's opportunity mission, which is focused on breaking down barriers to opportunity. Our priorities are every child safe, in a great school, having the best start in life and the opportunity to achieve and thrive. To achieve these aims, we focus on securing high and rising standards by:

• Signposting all schools to universal support, delivering targeted support where needed, intervening when necessary.
• Supporting all schools to achieve high standards of financial management, ensuring public funds are properly spent.
• Supporting all local SEND systems to improve, working with schools, local authorities and other partners vital to enabling SEND children and young people\'s successful outcomes.
• Supporting local authorities in keeping children safe and so that all children and families benefit from high quality services.

If you\'re looking for a job where you will make a difference, then we have the job for you!

About the division

The Operational Practice and System Response Division sits within Regions Group and our vision is to deliver system improvement and reform through our expert service, guidance and compliance activities. Our division includes the School Complaints Compliance Unit (SCCU) which handles a wide range of complaints casework and compliance activity on behalf of the Secretary of State for Education in relation to academies and local authority maintained schools. We are responsible for considering general school complaints about academies and local authority maintained schools and supporting schools in adhering to education law and statutory guidance. We also consider specialist complaint cases related to school exclusions and admissions. The unit also has a crucial role in considering cases from schools and local authorities related to the admission of looked after children, Fair Access Protocols and children and young people with Education, Health and Care Plans (EHCPs) and using Secretary of State direction powers where appropriate.

Our caseload is varied and high volume with approximately 6000 cases received in the 23/24 academic year. The work can be high profile with both ministerial and press interest. We have a strong focus on putting the customer at the heart of everything that we do and we are committed to delivering the highest quality service. We aim to protect the right for a complainant to have their complaint heard compliantly whilst balancing this with supporting schools to ensure that they have the right processes and policies in place.

Responsibilities

• End-to-end management of casework relating to school complaints, working quickly to analyse, review and research information to make an impartial evidence-based decision to our customers and colleagues.
• Managing a caseload of complaints, dealing with members of the public (predominantly parents), schools/trusts and clerks.
• Communicating confidently to build and manage relationships with a wide range of people, both internal and external to the department, both orally and in writing.
• Ensuring cases are kept up to date on the appropriate case management systems.
• Providing excellent customer service.
• Taking a positive approach to change and considering how processes can be further improved.

Qualifications and eligibility

This role includes completion of the Public Service Operational Delivery (Level 3). Please check the eligibility requirements below using the apprenticeship standard: Public service operational delivery officer / Skills England, At sift stage, you will be assessed on your Experience in line with the essential skills listed in the person specification section of the job advert.

To apply for this role, please provide:

1. A Short CV setting out your career history, highlighting specific responsibilities and achievements that are relevant for this role.
2. A Statement of Suitability (no more than 750 words) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the essential criteria in the job advert.

To confirm, the maximum word count for the statement of suitability is 750 words. Please adhere to this limit as anything over 750 words will not be taken into account. The CV and Statement of Suitability will be assessed against the essential criteria detailed in the advert. If you are successful at application sift stage, your application will be progressed onto Stage 2 part of the Selection process. Should there be a high volume of applicants, candidates will be sifted on the first two essential criteria only.

Selection process

Stage 2 - Interview: a 45-minute blended interview with Experience & Strengths based questions to demonstrate how you meet each of the Essential Criteria listed in the job advert. Interviews will take place mid-October 2025. Please note these dates are subject to change. If you have any questions, contact us. Interviews will be held over video conferencing using MS Teams. Ensure you have access to this software and that your video is turned on.

We receive many applications and feedback will only be provided if you attend an interview or assessment. All communications will be electronic; check your Civil Service Jobs account regularly, as well as your spam/junk email folder.

Other information

Interviews may be via Microsoft Teams or face to face; the vacancy manager will confirm prior to the Interview. In your application, please don\'t include personal information that identifies you. This is name-blind recruitment. Remove references to name/title, educational institutions, age, gender, email address, postal address, phone number, nationality/immigration status. Artificial Intelligence may be used, but all content must be truthful and based on your own experience. Applications may be withdrawn if plagiarism is identified.

We reserve the right to raise the minimum pass mark in a high-volume or strong field. This role can only be worked in the UK from the location options provided. The government supports apprenticeships and asks candidates about any previous apprenticeships as part of the process. If successful and transferring from another Government Department, a criminal record check may be carried out. A Criminal Record Check will be submitted to the Disclosure and Barring Service on your behalf, but exceptional cases may allow you to submit forms directly. For details, email [e-mail] with the job reference number.

Travel to your primary office location will not be paid; travel to other offices may be covered. New entrants join at the pay band minimum. Terms and conditions vary for transfers and promotions within civil service bodies. Reasonable adjustments are available for applicants with disabilities; contact central recruitment to discuss needs. See the Reasonable Adjustments Guide 05_2025 - accessible version for more information. Childcare vouchers: moving to DfE may affect eligibility for vouchers; other schemes may apply.

Salary and benefits: alongside a salary of £31,479, the Department for Education contributes £9,119 towards the Civil Service Pension scheme. You will have 25 days of leave (rising to 30), 8 bank and public holidays, and flexible working options including hybrid patterns. Travel and relocation policies apply as noted. We offer professional development opportunities. This role is open to eligible nationalities and follows Civil Service recruitment principles and diversity commitments.