Senior Customer Relations Officer

East Riding of Yorkshire Council; Beverley; Hybrid; GBP 32,000 - 45,000; Full time

Job summary

East Riding of Yorkshire Council is seeking an experienced Senior Customer Relations Officer to join the Customer Relations Team within Children and Family Services. The role focuses on SEND and complex correspondence to ensure people feel heard and receive timely responses.

You will prepare high-quality responses to parents, carers, MPs and other representatives, review complaints, and coordinate information from across services.

Qualifications

• Excellent written and analytical skills with the ability to interpret complex information.
• Experience handling sensitive issues and providing thoughtful, timely responses.
• Understanding of SEND and relevant legislation and guidance.

Responsibilities

• Prepare and coordinate high-quality responses to correspondence from parents, carers, MPs and others.
• Review and investigate complaints, gather information across services and provide clear replies.
• Summarise information and produce balanced responses.
• Work with colleagues across Children and Family Services to resolve concerns at the earliest opportunity.
• Identify learning points to support service improvements.

Skills

Written comms

Analytical skills

Empathy

SEND knowledge

Job description

The job itself

We’re looking for an experienced and enthusiastic Senior Customer Relations Officer to join our friendly Customer Relations Team within Children and Family Services.

This is a varied and rewarding role where you can make a real difference to the experiences of children, young people and families across the East Riding. With a particular focus on SEND and complex correspondence, you’ll help ensure that people feel heard, their concerns are understood and they receive clear, thoughtful and timely responses.

A key part of your role will be preparing and coordinating high-quality responses to correspondence from parents and carers, MPs, elected members and other representatives, often involving complex or sensitive issues. You’ll also review and investigate complaints, bring together information from across services, consider relevant legislation and guidance, and produce clear, balanced and well-written responses.

Working closely with colleagues across Children and Family Services, you’ll help resolve concerns at the earliest appropriate opportunity, reduce unnecessary escalation into the formal complaints process and identify learning that can support improvements to our services.

We’re looking for someone with excellent written and analytical skills who can confidently make sense of detailed information and communicate complex issues clearly. You’ll bring sound judgement, empathy and a calm, organised approach, alongside a good understanding of SEND and relevant legislation and guidance.

If you enjoy getting to the heart of complex issues, building positive relationships and helping people find fair and constructive ways forward, we’d love to hear from you.