SEND Customer Services & Complaints Officer - Cheshire East

Pertemps; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A national recruitment agency is seeking an experienced SEND Customer Services & Complaints Officer to join Cheshire East Council. You will investigate and manage SEND complaints ensuring compliance with the SEND Code of Practice and provide support to staff. The ideal candidate should have experience handling SEND complaints and strong communication skills. Flexibility is required for working across various locations in Cheshire East.

Qualifications

• Proven experience handling SEND complaints within a local authority or education setting.
• Strong knowledge of the SEND Code of Practice and related statutory guidance.
• Excellent written and verbal communication skills for preparing quality reports.

Responsibilities

• Investigate and co-ordinate responses to SEND complaints, compliments, and comments.
• Review and assess the complaints process for compliance and best practice.
• Advise Managers on complaints escalated to the Local Government Ombudsman.

Skills

Experience handling SEND complaints

Knowledge of SEND Code of Practice

Written and verbal communication skills

Stakeholder management

Training experience

Job description

Overview

SEND Customer Services & Complaints Officer
Location: Cheshire East Council
Day Rate: £320 (via umbrella)

Pertemps is recruiting for an experienced SEND Customer Services & Complaints Officer to join Cheshire East Council. This role is a fantastic opportunity to make an impact by ensuring the council delivers an excellent customer service and robust response to SEND complaints, compliments, and comments, in line with the SEND Code of Practice.

Responsibilities

• Investigate, co-ordinate and collate responses to SEND complaints, compliments, and comments.
• Regularly review and critically assess the complaints process, including joint protocols with partner agencies, ensuring compliance with legislation, statutory guidance, and best practice.
• Advise Managers on complaints escalated to the Local Government Ombudsman (LGO) and co-ordinate departmental responses in conjunction with the Tribunal Officer.
• Manage external investigations, appoint Independent Investigators, quality-check reports, and provide recommendations to Heads of Service.
• Keep complainants informed of outcomes and ensure actions are taken following investigations.
• Deliver training and support to operational staff, Managers, and Independent Investigation teams to ensure statutory obligations are met.
• Co-ordinate Freedom of Information (FOI) requests relating to SEND services, ensuring quality, accuracy, and compliance with statutory timescales.
• Prepare evidence for LGO complaints in co-ordination with the Senior SEN Manager, ensuring timely, accurate responses and sharing key learning points to support service development.

Requirements

• Proven experience handling SEND complaints within a local authority, tribunal, or education setting.
• Strong knowledge of the SEND Code of Practice and statutory guidance.
• Excellent written and verbal communication skills, with the ability to prepare accurate, high-quality responses and reports.
• Ability to liaise with multiple stakeholders, manage sensitive issues, and deliver outcomes to strict deadlines.
• Experience managing investigations and providing training would be highly advantageous.

Additional Information

• This is a contract role based with Cheshire East Council.
• Flexibility is required, as work may be carried out across various locations in Cheshire East to meet service requirements.

How to apply

To apply or for more information, please contact:
Freya Joseph – [e-mail]