SEND Mediation & Complaint Officer

We Manage Jobs(WMJobs); Birmingham; Hybrid; GBP 45,000 - 54,000; Full time

Job summary

A local authority in the UK is looking for a SEND Mediation and Complaints Officer to manage mediation and complaints cases, ensuring compliance with statutory requirements. You will represent the Local Authority in meetings, supervise complaints officers, and work towards improving service delivery for children and families with special educational needs. Excellent communication skills and a strong understanding of SEND legislation are essential.

Benefits

Accredited Disability Confident Leader employer

Positive and equitable recruitment process

Qualifications

• Proven ability to manage and resolve conflicts empathetically and tactfully.
• Experience representing a local authority in meetings and mediations.
• Excellent communication skills to build relationships with stakeholders.

Responsibilities

• Managing mediation and complaints cases to ensure statutory response times are met.
• Acting as the Local Authority’s representative in statutory SEND mediation meetings.
• Supervising complaints officers.

Skills

Expert knowledge of SEND Code of Practice

Conflict management and resolution

Interpersonal and communication skills

Team management and motivation

Understanding of legal framework for SEND mediation

Commitment to equality and diversity

Job description

SEND Mediation and Complaints Officer

Permanent

Grade D - £45,091 – £53,460

Working 36.5 hours per week (hybrid working)

Do you want to work within a team that is passionate about making a difference for children and young people with special educational needs and disabilities (SEND) and their families?

Birmingham’s SEND and Inclusion services (part of the Children and Families Directorate) are growing as part of the council’s long‑term commitment to children and young people to improve their lives and support their families. As part of this growth, the SENAR Service, which is responsible for Education, Health and Care (EHC) needs assessments and over 12,000 children and young people with EHC plans, is looking for outstanding people to join the workforce and deliver a high‑quality service.

Role Overview

As a SEND Mediation and Complaints Officer, you will work within the SENAR Resolution team. Your focus will be appeals by organising and attending SEND mediation meetings representing the Local Authority and investigating and responding to complaints. This will also include reviewing and responding to complaints, leading on Local Government and Social Care Ombudsman (LGSCO) investigations, and supporting the team with allocating work to the complaints officers.

Key Responsibilities

• Managing mediation and complaints cases to ensure statutory response times are met.
• Acting as the Local Authority’s representative in statutory SEND mediation meetings, as required under the Children and Families Act 2014 and the SEND Code of Practice.
• Presenting and defending the Local Authority’s position, providing clear evidence and rationale for decisions, while seeking collaborative solutions that meet the needs of children and young people.
• Working with independent mediators to ensure the process is impartial, confidential, and focused on resolving disputes regarding EHC needs assessments, plans, amendments, or cessation of plans.
• Ensuring compliance with statutory requirements, including participation in mediation when requested and the issuing of mediation certificates prior to Tribunal appeals.
• Supervising complaints officers.
• Supporting the SEN Resolution Manager in producing clear and detailed reports, including data analysis and recommendations to improve service delivery and reputation.
• Promoting a culture of continuous improvement, implementing processes that enhance performance and quality.
• Communicating effectively with diverse audiences.
• Ensuring statutory obligations, safeguarding, and performance objectives are met through robust procedures.

Person Specification

• Expert knowledge of the SEND Code of Practice, the Children and Families Act 2014 and experience representing a local authority in meetings and mediations.
• Proven ability to manage and resolve conflicts empathetically and tactfully, influencing colleagues to improve service delivery.
• The ability to manage and motivate teams, drive service improvements, and deliver results under pressure.
• Excellent interpersonal and communication skills to build relationships with stakeholders at all levels.
• A thorough understanding of the legal framework for SEND mediation, including the requirement for mediation certificates prior to Tribunal appeals, and the voluntary nature of mediation for families.
• A commitment to equality, diversity, and safeguarding, alongside the flexibility to adapt to changing priorities and deadlines.

Further Information

To be part of this dynamic team and contribute to the improvements we are delivering for Birmingham children, young people, and families, please get in touch. If you would like an informal conversation about this role, please contact Afton Cochrane SEN Resolution Manager at [e-mail].

Please upload an up‑to‑date CV and Supporting Statement via the attachments part of your application. The Supporting Statement should outline how you meet the criteria for the role through your personal qualities, skills and experience and include your motivation for applying to the post. Note the Personal Statement should be no more than 1500 words. Unfortunately, we cannot consider any applications without a CV and Personal Statement attached.

Birmingham City Council is an accredited Disability Confident Leader employer, andwe arecommitted to employing, retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one, so please let us know if there are any reasonable adjustments, additional support, accessibility needs, or if there is any way in which we can support you through your application.

For any informal enquires please contact:[e-mail]

A Disclosure and Barring Service (DBS) check will be undertaken.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed.

Job Description and PersonSpecification