SEND Service Manager - Complaints & Experience (Hybrid)

Connect2Surrey; Reigate; Hybrid; GBP 92,000 - 120,000; Full time

Job summary

Connect2Surrey seeks an experienced Service Manager to lead SEND complaints, dispute resolution and customer experience in Surrey. Hybrid work with 2 days in the Reigate office.

The role sits on the SEND Senior Leadership Team and focuses on improving outcomes for children, young people and families through strategic oversight and continuous improvement. Key tasks include managing complaints and complex cases, tribunal activity, co-producing EHCPs and driving service improvements across

Qualifications

• Extensive experience leading SEND services at Service Manager level or above.
• Strong knowledge of SEND legislation, statutory processes, tribunal activity and dispute resolution.
• Experience leading complaints, customer experience or complex case functions.
• Track record of driving service improvement and managing operational performance.

Responsibilities

• Develop strategies to improve customer experience and reduce complaints escalation.
• Lead SEND complaints, enquiries, mediation and dispute resolution functions.
• Oversee complex and high-profile cases with robust, timely resolutions.
• Manage SEND Tribunal, Complaints and Complex Cases teams.

Skills

SEND leadership

Stakeholder management

Dispute resolution

Change management

Job description

Connect2Surrey seeks an experienced Service Manager to lead SEND complaints, dispute resolution and customer experience in Surrey. Hybrid work with 2 days in the Reigate office.

The role sits on the SEND Senior Leadership Team and focuses on improving outcomes for children, young people and families through strategic oversight and continuous improvement. Key tasks include managing complaints and complex cases, tribunal activity, co-producing EHCPs and driving service improvements across