SEN Mediation and Complaints Officer

Venn Group; Birmingham; Remote; GBP 60,000 - 80,000; Full time

Job summary

A local authority is seeking a SEND Mediation and Complaint Officer for a fully remote role in Birmingham. This full-time position involves managing a caseload of SEND complaints and mediation cases, promoting safeguarding, and resolving conflicts. Candidates should have a legal background, experience in mediation, and expert knowledge of the SEND Code of Practice. The role is expected to start mid-August and last until December 2025, with a possibility for extension.

Qualifications

• Legal background or Relevant NVQ in SEND Casework.
• Experience of representing a local area at the mediation or SENDIS Tribunal and leading on complaints handling.
• Expert knowledge of the SEND Code of Practice.

Responsibilities

• Manage a caseload of SEND complaints and mediation cases for children and young people aged 0–25.
• Promote safeguarding and continuous improvement across teams and partners.
• Resolve conflicts and engage directly with stakeholders for early resolution.
• Coordinate and attend mediation/complaints meetings.
• Produce reports with data analysis and recommendations to improve service delivery.
• Line manage Complaint Officers and oversee team performance.

Skills

Legal background

Experience in mediation or SENDIS Tribunal

Expert knowledge of the SEND Code of Practice

Education

Relevant NVQ in SEND Casework

Job description

SEND Mediation and Complaint Officer Required

Fully remote role working for a Midland based local authority | Due to start mid-August until December 2025 (possibility for extention)|Full-time (37 hours per week)

About the Role

We are looking for a SEND Mediation and Complaint Officer to lead work within the Mediation and Complaints team to support children and young people locally, manage cases, and work collaboratively to resolve issues and reduce Tribunal escalations.

Key Responsibilities

• Manage a caseload of SEND complaints and mediation cases for children and young people aged 0–25

• Promote safeguarding, continuous improvement, and collaborative working across teams and partners

• Resolve conflicts and engage directly with stakeholders to achieve early resolution.
• Coordinate and attend mediation/complaints meetings to present and defend the Local Authority’s case.
• Produce reports with data analysis and recommendations to improve service delivery.
• Line manage Complaint Officers and oversee team performance.

About You
We’re looking for someone who has:

• Legal background or Relevant NVQ in SEND Casework

• Experience of representing a local area at the mediation or SENDIS Tribunal and of leading on the handling of complaints

• Expert knowledge of the SEND Code of Practice

How to Apply
To apply, please apply below.

For more information/to answer any questions about the role, contact Lola Brookes at07441 916248.