SEND Customer Services & Complaints Officer - Cheshire

Eden Brown Synergy; Nottingham; Hybrid; GBP 60,000 - 80,000; Part time

Job summary

A recruitment agency in the UK is seeking a SEND Customer Services & Complaints Officer to manage and improve the SEND service. This role requires handling complaints and overseeing investigations, ensuring adherence to statutory timescales. Ideal candidates will have a background in managing complaints within local authorities or educational environments.

Benefits

DBS check processed and paid

Referral bonus

Bonus for finding your own job

Twice weekly payroll

Dedicated recruitment consultant

Qualifications

• Proven experience of handling and investigating complaints within a Local Authority SEND or education environment.
• Strong knowledge of SEND Code of Practice, data protection, FOI, and Ombudsman processes.
• Excellent written and verbal communication skills.
• Strong planning, organisation and problem-solving skills.
• A calm and resilient approach to managing sensitive or challenging situations.

Responsibilities

• Lead on the management and coordination of SEND-related complaints, compliments and comments.
• Critically assess and review the complaints process.
• Advise managers on complaints escalated to the Local Government Ombudsman.
• Manage external complaint investigations.
• Coordinate and quality check responses to FOI requests.

Skills

Complaint investigation

Knowledge of SEND Code of Practice

Communication skills

Planning and organisation

Problem-solving skills

Job description

Job Title

SEND Customer Services & Complaints Officer

Location: Cheshire East (Hybrid working available)

Contract: Interim / Temporary

Pay Rate: £320 per day (Umbrella)

Start Date: ASAP

About the Role

We are seeking an experienced and motivated SEND Customer Services & Complaints Officer to join our Special Educational Needs and Disabilities (SEND) service.

This is a key role providing high-quality customer service and ensuring that complaints, compliments, comments, Freedom of Information (FOI) requests, and Ombudsman enquiries relating to the SEND service are managed effectively, thoroughly, and within statutory timescales.

You will be responsible for investigating, co-ordinating, and collating responses to complaints, critically reviewing the complaints process, and driving continuous improvement across the SEND service.

Key Responsibilities

• Lead on the management and coordination of SEND-related complaints, compliments and comments in line with the SEND Code of Practice.
• Critically assess and review the complaints process, incorporating best practice and adapting to legislative changes.
• Advise managers on complaints escalated to the Local Government Ombudsman and coordinate the department\'s responses within statutory timescales.
• Manage external complaint investigations, including appointing Independent Investigators and ensuring timely completion of recommendations.
• Coordinate and quality check responses to Freedom of Information (FOI) and Access to Records requests related to the SEND service.
• Prepare performance reports for senior managers on complaints and compliments, identifying trends and learning opportunities.
• Deliver training and guidance to operational staff and managers to ensure consistent, high-quality complaint handling.
• Promote a customer-focused, solution-oriented culture within the SEND service.

About You

To be successful in this role, you will bring:

• Proven experience of handling and investigating complaints, ideally within a Local Authority SEND or education environment.
• Strong knowledge of the SEND Code of Practice, data protection, FOI and Ombudsman processes.
• Excellent written and verbal communication skills, with the ability to produce high-quality reports and responses.
• Strong planning, organisation and problem-solving skills, with the ability to meet statutory deadlines.
• A calm and resilient approach to managing sensitive or challenging situations.

How to Apply

If you have experience handling SEND-related complaints and are passionate about delivering excellent customer service and driving service improvements, we would love to hear from you.

If you are interested in this position or know someone who is, send your CV to Mayur Rabari at m.rabari @(url removed) or call on (phone number removed)

Benefits of working with Eden Brown Synergy

• DBS check processed and paid for by Eden Brown Synergy
• Referral bonus if you refer a colleague or friend to us
• Bonus for finding your own job
• Twice weekly payroll
• Dedicated recruitment consultant who will support you throughout your job search, employment and beyond.

Eden Brown Synergy is an equal opportunities employer.

Eden Brown Limited is a limited company registered in England and Wales with registered number (phone number removed). Our registered address is 5th floor 4 Coleman Street, London, EC2R 5AR, part of nGAGE Specialist Recruitment Limited T/A nGAGE Talent. Please consider the environment before printing this e-mail. This message is intended solely for the addressee and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this message or in any attachment. We take reasonable precautions to ensure no viruses are present in this email but cannot accept responsibility for any loss or damage sustained as a result of computer viruses and the recipient must ensure that the email (and attachments) are virus free