Senior Customer Relations Specialist: SEND & Complaints

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

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.