Tribunal, Mediation and Complaints Officer – SEND

We Do Social Work; Greater London; On-site; GBP 42,000 - 56,000; Full time

Job summary

We Do Social Work is seeking an experienced Tribunal, Mediation and Complaints Officer to join a busy SEND Service. This hybrid, mostly home-based role requires strong case management, negotiation and written communication skills to manage SEND Tribunal appeals and support statutory duties.

You will represent the organisation at SEND Tribunal hearings, liaise with parents, schools and professionals, and ensure timely, high-quality responses within deadlines.

Qualifications

• Experience managing SEND Tribunal appeals or similar legal casework.
• Strong understanding of SEN legislation, the SEND Code of Practice and EHCPs.
• Excellent written communication with ability to draft robust, legal-style documents.

Responsibilities

• Manage a caseload of Special Educational Needs and Disability (SEND) Tribunal appeals from receipt through to conclusion.
• Draft and submit high-quality responses to appeals within required timescales.
• Coordinate and gather evidence from education, health and social care professionals.
• Respond promptly and accurately to Tribunal directions and judicial orders.
• Ensure compliance with SEND Tribunal processes, procedures and deadlines.
• Prepare case summaries, witness statements and supporting appeal documentation.
• Represent the organisation at SEND Tribunal hearings and other related proceedings.
• Liaise effectively with parents, carers, schools, legal representatives and professional advisers.
• Support the service in discharging its statutory duties in relation to SEND appeals.
• Participate in mediation and dispute resolution processes.
• Manage and respond to complaints relating to SEND matters where required.
• Maintain accurate and comprehensive case records.
• Provide management information on appeal outcomes, trends and areas of learning.
• Contribute to continuous improvement across SEND Tribunal, mediation and complaints processes.

Skills

Case management

Negotiation

Written communication

SEND Tribunal appeals

Education

Experience with SEN legislation/EHCPs

Job description

Tribunal, Mediation and Complaints Officer – SEND

Hybrid Working | Mainly Home-Based

We are seeking an experienced and highly motivated Tribunal, Mediation and Complaints Officer to join a busy SEND Service.

This is an exciting opportunity for a professional with strong case management, negotiation and written communication skills to manage a complex caseload of SEND Tribunal appeals and support the service in meeting its statutory responsibilities.

Working within a fast-paced environment with multiple competing priorities, you will manage SEND appeal cases from receipt through to conclusion, ensuring all statutory and judicial deadlines are met and that high-quality responses are submitted to the Tribunal.

You will also represent the organisation at SEND Tribunal hearings, presenting the case and defending the appropriateness of the provision proposed for individual children and young people.

Key Responsibilities

• Manage a caseload of Special Educational Needs and Disability (SEND) Tribunal appeals from receipt through to conclusion.
• Draft and submit high-quality responses to appeals within required timescales.
• Coordinate and gather evidence from education, health and social care professionals.
• Respond promptly and accurately to Tribunal directions and judicial orders.
• Ensure compliance with SEND Tribunal processes, procedures and deadlines.
• Prepare case summaries, witness statements and supporting appeal documentation.
• Represent the organisation at SEND Tribunal hearings and other related proceedings.
• Liaise effectively with parents, carers, schools, legal representatives and professional advisers.
• Support the service in discharging its statutory duties in relation to SEND appeals.
• Participate in mediation and dispute resolution processes.
• Manage and respond to complaints relating to SEND matters where required.
• Maintain accurate and comprehensive case records.
• Provide management information on appeal outcomes, trends and areas of learning.
• Contribute to continuous improvement across SEND Tribunal, mediation and complaints processes.

About You

The successful candidate will have:

• Experience managing SEND Tribunal appeals or similar legal, statutory or complex casework.
• A strong understanding of SEN legislation, the SEND Code of Practice and Education, Health and Care Plans (EHCPs).
• Excellent written communication skills, with the ability to produce robust responses and legal-style documentation.
• Experience analysing complex information and presenting evidence clearly, accurately and persuasively.
• Strong organisational and case management skills, with the ability to prioritise competing demands and meet strict deadlines.
• Confidence representing an organisation at hearings, meetings and mediation sessions.
• Excellent communication and stakeholder management skills.
• The ability to work independently, use initiative and contribute effectively within a supportive team environment.
• A professional and solutions-focused approach when dealing with sensitive and challenging matters.

What We're Looking For

We are looking for a resilient, solution-focused professional who thrives in a fast-paced environment and can work efficiently, accurately and calmly under pressure.

You will be confident managing challenging discussions, interpreting complex evidence and making sound decisions, while maintaining a strong focus on achieving positive outcomes for children and young people with SEND.

You will need excellent attention to detail, strong judgement and the ability to manage competing priorities while ensuring statutory and judicial deadlines are consistently met.

If you have experience of SEND Tribunals, statutory SEND processes, mediation, complaints or education-related legal casework, we would welcome your application.

Working Arrangements

This is a hybrid role, primarily working from home, with an expectation that you may occasionally be required to attend meetings in an office setting or other appropriate venues.