SEND & Inclusion Complaints and Redaction Support Co-ordinator

LinsCare; Liverpool City Region; Remote; GBP 49,000 - 69,000; Part time

Job summary

LinsCare is seeking a SEND and Inclusion Complaints and Redaction Support Co-ordinator for a fully remote assignment within a local authority's Education and Children's Services function.

The role focuses on managing complaints, FOI/SAR requests and providing specialist redaction support for SEND and Inclusion documents, while ensuring UK GDPR compliance and maintaining high standards of confidentiality and service delivery.

Qualifications

• Experience of managing complaints within a local authority, education or public sector.
• Knowledge of SEND and Inclusion services and challenges.
• Experience dealing with FOI, Subject Access Requests and information disclosure.
• Practical experience of document redaction involving confidential data.
• Strong understanding of UK GDPR and the Data Protection Act 2018.
• Ability to interpret legislation and apply to complex cases.

Responsibilities

• Manage Stage 1 complaints and information requests from contact to resolution.
• Review evidence and prepare clear, impartial responses with recommendations.
• Ensure requests progress within statutory deadlines and timescales.
• Provide high-quality redaction services for SEND and Inclusion docs.
• Review and redact confidential information per GDPR and DPA 2018.
• Advise Council staff and partners on redaction practices.
• Identify trends and share organisational learning.
• Support policy and service improvements to reduce complaints.
• Monitor performance against KPIs and deadlines.
• Maintain professional communication with stakeholders.
• Support analysis of information requests and publication scheme.
• Provide wider support across Children's Services when possible.
• Maintain confidentiality and information security standards.

Skills

Complaints management

Information governance

Data protection

Document redaction

FOI handling

SAR handling

Stakeholder communications

Job description

SEND and Inclusion Complaints and Redaction Support Co-ordinator - REMOTE

Sector: Education – Non-Qualified

Working Arrangement: Fully Remote

Pay Rate: £42.80 per hour (Umbrella)

Contract: Temporary / Contract

About the Role

We are currently seeking an experienced and highly organised SEND and Inclusion Complaints and Redaction Support Co-ordinator to join a local authority's Education and Children's Services function.

This is an excellent opportunity for a professional with experience in complaints management, information governance, data protection and document redaction to play a key role in supporting the delivery of an effective, transparent and customer-focused service.

Working remotely, you will support the management of complaints and information requests, including Freedom of Information (FOI) requests, Subject Access Requests (SARs) and requests for disclosure.

A significant aspect of the role will involve providing specialist redaction support, particularly in relation to the Inclusion Service and SEND‑related matters. You will ensure that sensitive and confidential information is handled appropriately, in accordance with legislation, statutory requirements and best practice.

You will also play an important role in identifying organisational learning from complaints, helping improve service delivery, reducing future complaints and minimising organisational risk.

Key Responsibilities

• Manage and support Stage 1 complaints and information requests from initial contact through to resolution.
• Review evidence and prepare clear, concise and impartial complaint responses, including recommendations and appropriate redress where necessary.
• Ensure complaints, FOI requests, Subject Access Requests and disclosure requests are progressed within statutory deadlines and agreed timescales.
• Provide a high-quality redaction service, with particular emphasis on sensitive SEND and Inclusion documentation.
• Review and redact confidential and sensitive information in accordance with UK GDPR, the Data Protection Act 2018 and relevant guidance.
• Provide advice and guidance to Council employees, external partners and service providers on appropriate redaction practices.
• Identify trends and recurring issues arising from complaints and support the sharing of organisational learning.
• Contribute to improvements in policies, procedures and service delivery to reduce the likelihood of repeat complaints.
• Monitor complaints and information governance performance, identifying potential delays and ensuring key performance indicators are achieved.
• Communicate complex and sensitive information professionally, ensuring responses are fair, proportionate and balanced.
• Build effective working relationships with senior managers, colleagues and external stakeholders.
• Support the analysis of information requests and contribute to improvements in the Council's publication scheme.
• Provide wider support across Children's Services where capacity allows.
• Maintain high standards of confidentiality, information security and data protection.

About You

The successful candidate will be an experienced and proactive professional with excellent written communication, analytical and organisational skills.

You will be confident managing sensitive and sometimes challenging situations, able to interpret complex information and produce accurate, balanced and professional written responses.

You will ideally have:

• Experience of managing complaints within a local authority, education or public sector environment.
• Knowledge of SEND and Inclusion services and an understanding of the challenges associated with these areas.
• Experience dealing with FOI requests, Subject Access Requests and information disclosure.
• Practical experience of document redaction, particularly where confidential or special category personal data is involved.
• A good understanding of UK GDPR and the Data Protection Act 2018.
• The ability to interpret legislation, policies and guidance and apply these to complex cases.
• Excellent written and verbal communication skills.
• Strong attention to detail and the ability to manage competing priorities and deadlines.
• The ability to work independently and maintain productivity in a remote-working environment.
• Experience working collaboratively with senior managers, internal departments and external stakeholders.

Additional Responsibilities

The postholder will be expected to:

• Maintain a personal commitment to continuous professional development and service improvement.
• Promote equality, diversity and inclusion in all aspects of service delivery and professional practice.
• Comply with relevant Health and Safety requirements.
• Adhere to the Council's Information Security Acceptable Use Policy and Data Protection Policy.
• Protect Council information assets against unauthorised access, disclosure, modification or destruction.
• Promptly report actual or potential information security incidents.