SEND Customer Services & Complaints Officer

Cheshire East Council; Macclesfield; On-site; GBP 39,000 - 42,000; Full time

Job summary

A local governmental body in the UK is seeking a SEND Customer Services & Complaints Officer who will champion positive outcomes for children and families by managing complaints and driving service improvements. The ideal candidate will have strong knowledge of SEND legislation, excellent communication skills, and the ability to handle sensitive situations. The position offers a salary range of £39,152 to £41,771 along with enhanced benefits including flexible working hours and a generous pension scheme. This role is critical in ensuring fairness and quality within services.

Benefits

Enhanced annual leave

Flexible working hours

Employee assistance programme

Discounted gym membership

Salary sacrifice green car scheme

Qualifications

• Strong understanding of SEND legislation and statutory frameworks.
• Proven ability to manage SEND complaints with empathy, professionalism, and attention to detail.
• Excellent communication skills, both written and verbal.

Responsibilities

• Investigate and manage SEND complaints in line with statutory guidance.
• Prepare performance reports for senior leadership.
• Review complaints processes to reflect best practices.

Skills

Strong understanding of SEND legislation

Ability to manage complaints empathetically

Excellent communication skills

Highly organized and resilient

Experience in statutory environments

Confident using ICT systems

Commitment to customer service

Job description

Overview

As a SEND Customer Services & Complaints Officer, this position is at the heart of ensuring fairness, transparency, and quality within Special Educational Needs and Disabilities services. It is an opportunity to champion positive outcomes for children and families by managing complex complaints with professionalism and care, driving service improvements, and shaping best practice across the council.

Responsibilities

• Investigate, co‑ordinate, manage and collate responses to SEND complaints, compliments and comments in line with statutory guidance.
• Prepare and deliver performance reports for senior leadership, identifying trends and opportunities for improvement.
• Review and enhance complaints processes to reflect best practice and legislative changes.
• Manage external investigations, including appointing independent investigators and quality‑checking reports.
• Co‑ordinate freedom of information and access to records requests, ensuring compliance with statutory timescales.
• Provide training and guidance to staff and partners on complaint handling and SEND processes.
• Contribute to multi‑agency working and service development initiatives.
• Prepare evidence for Local Government and Social Care Ombudsman when a complaint is received in coordination with the Senior SEND Manager ensuring appropriate and timely responses.

Qualifications

• Strong understanding of SEND legislation and statutory frameworks.
• Proven ability to manage SEND complaints with empathy, professionalism, and attention to detail.
• Excellent communication skills, both written and verbal, and the ability to present reports to senior audiences.
• Highly organised, resilient, and capable of handling sensitive and challenging situations.
• Experience working in a statutory environment and collaborating with multi‑agency teams.
• Confident using ICT systems and managing data securely.
• Commitment to continuous improvement and delivering outstanding customer service.

Benefits & Compensation

• Salary: £39,152 to £41,771 per annum (Grade 9, CEC NJC).
• Enhanced annual leave: 34 days from day one, growing to 39 days after five years.
• Purchase of annual leave: up to 10 extra days per year.
• Flexible working pattern: 37‑hour standard full‑time week with flexitime.
• Salary sacrifice green car scheme: lease a brand‑new electric or hybrid car.
• Salary sacrifice white goods scheme: purchase home and electronic items.
• Enhanced public pension: career average pension built at 1/49th of yearly pensionable pay.
• Cycle to work scheme: up to 25–39% off bicycles and safety equipment.
• Employee assistance programme: free confidential support.
• Discounted gym membership: corporate membership for Everybody Leisure.

Application Process

Once you've applied for the position, please keep an eye on your email inbox (including your junk and spam folders) as we will send any correspondence there to stay in touch with updates about your application.

About Us

At Cheshire East Council we prioritize resident and partner focus with a vision to enable prosperity and wellbeing for all. People are at the heart of everything we do. We promote a culture of high performance where employees can aspire, thrive, and flourish. We are values‑led and committed to wellbeing and inclusion for all. We are proud to work for Cheshire East Council.

Equal Opportunities

As an equal opportunities employer, we warmly welcome applicants from all backgrounds. We believe that a diverse workforce helps us better reflect and serve our local communities.