Schools, SEND & Family Complaints Lead

Newcastle City Council; Newcastle upon Tyne; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Newcastle City Council is seeking a Schools Appeals and Complaints Officer focused on Children and Families and SEND. You will coordinate complaints, FOIs, and appeals, working with education, SEND and social care teams to respond clearly, confidently and compassionately.

The role requires exceptional organisation, strong communication, and the ability to balance sensitivity with deadlines. You will help turn learning from complaints into service improvements that benefit children and families.

Qualifications

• Experience in education, SEND or social care.
• Experience with school admissions and/or exclusions appeals is desirable.
• Ability to coordinate a complex workload and meet deadlines.
• Ability to prepare clear, family-focused responses.

Responsibilities

• Oversee processes for receiving, recording, managing and reporting on Children and Families and SEND-related complaints and FOIs.
• Support managers to respond clearly, confidently and compassionately.
• Monitor actions and learning from complaints to drive improvements.
• Collaborate with education, SEND, social care, legal and corporate services to resolve issues.

Skills

Excellent organisation

Clear communicator

Analytical thinking

Collaborative working

Job description

Newcastle City Council is seeking a Schools Appeals and Complaints Officer focused on Children and Families and SEND. You will coordinate complaints, FOIs, and appeals, working with education, SEND and social care teams to respond clearly, confidently and compassionately.

The role requires exceptional organisation, strong communication, and the ability to balance sensitivity with deadlines. You will help turn learning from complaints into service improvements that benefit children and families.