SEND Complaints Officer

Pertemps; Scotland; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading recruitment agency in the UK is seeking a Complaints Officer to manage complaints related to Special Educational Needs and Disabilities (SEND). The role requires strong communication and investigative skills to ensure complaints are handled fairly and transparently while complying with statutory requirements. The ideal candidate will have experience in complaints handling within education, health, or social care. This position is remote with standard working hours, offering a 3 to 6 month contract.

Qualifications

• Experience handling sensitive issues with empathy.
• Attention to detail in investigations.
• Ability to communicate outcomes clearly.

Responsibilities

• Log and track complaints related to SEND provision.
• Investigate complaints and ensure compliance.
• Communicate decisions sensitively to complainants.
• Identify trends for service improvement.

Skills

Strong communication and interpersonal skills

Excellent organisational and investigative skills

Understanding of SEND legislation

Ability to manage challenging conversations

Experience in complaints handling or casework

Job description

Overview

Job Title: Complaints Officer
Contract: 3 to 6 month ongoing contract
Hours: Mon to Fri 9am to 5pm (remote)

About the Role

We are seeking a dedicated and professional SEND Complaints Officer to join our team. You will play a key role in ensuring that complaints relating to Special Educational Needs and Disabilities (SEND) provision are handled with fairness, transparency, and care.

In this role, you will:

• Receive, log, and track complaints relating to SEND provision.
• Investigate complaints thoroughly and impartially, liaising with schools, professionals, and service providers as required.
• Ensure compliance with statutory requirements, including the SEND Code of Practice.
• Communicate investigation outcomes clearly, accurately, and sensitively to complainants.
• Contribute to improving services by identifying themes, trends, and areas for learning.

About You

We are looking for someone who can demonstrate:

• Strong communication and interpersonal skills, with the ability to handle sensitive issues with empathy.
• Excellent organisational and investigative skills, with attention to detail.
• A good understanding of SEND legislation and statutory guidance.
• The ability to remain impartial and manage challenging conversations professionally.
• Experience of complaints handling or casework within education, health, or social care (essential).

PLEASE NOTE: All applications are monitored and shortlisted candidates will be contacted via phone call or email.