SEND Tribunal mediation and complaints officer

Civic Recruitment Limited; Enfield (CT); On-site; USD 41,000 - 57,000; Full time

Benefits offered by this job

Enhanced DBS check

36 hours per week

Bi-weekly schedule

Job summary

Civic Recruitment Limited is recruiting a SEND Tribunal mediation and complaints officer in Enfield to manage complaints, mediation, and tribunal applications, ensuring fair and timely outcomes.

You will investigate cases, gather evidence, report findings, and act as a key contact for complainants and service users, supporting senior colleagues through hearings.

Qualifications

• Experience handling complaints, mediation, or tribunal cases in regulated/public sector.
• Experience conducting investigations and producing detailed reports.
• Knowledge of dispute resolution techniques and mediation.
• Experience preparing documentation for legal or formal proceedings is desirable.

Responsibilities

• Manage a caseload of complaints and mediation cases, ensuring timely resolution.
• Investigate complaints, collect evidence, analyse information, and prepare reports.
• Act as main contact for complainants and service users with professional communication.
• Coordinate mediation processes for early informal resolution.
• Prepare files and submissions for tribunal hearings and support legal teams.
• Represent the organisation at tribunal hearings when required.

Skills

Complaints handling

Mediation

Tribunal experience

Investigations

Stakeholder management

Education

Law degree

Public Administration

Social Policy

Job description

SEND Tribunal mediation and complaints officer

Enfield, United Kingdom | Posted on 10/06/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Description

3-month contract role with a local authority

Summary

• This is a 3-month contract role with a local authority, focused on managing and resolving complaints, mediation cases, and tribunal matters. The position is crucial for ensuring fair, timely, and person-centred dispute resolution, aligning with organisational policies, statutory requirements, and best practices. The role aims to minimise risk to the organisation while maintaining high standards of service delivery.

Responsibilities

• Manage a caseload of complaints, mediation cases, and tribunal applications, ensuring timely and effective resolution.
• Investigate complaints thoroughly, gather evidence, analyse information, and prepare clear reports and recommendations.
• Act as a key point of contact for complainants, service users, and representatives, ensuring professional and empathetic communication.
• Coordinate and facilitate mediation processes to achieve early and informal resolution where appropriate.
• Prepare case files, submissions, and documentation for tribunal hearings, ensuring compliance with legal and procedural requirements.
• Represent the organisation at tribunal hearings when required, or support legal representatives with case preparation.

Essential Experience Required

• Proven experience in handling complaints, mediation, or tribunal cases within a regulated or public sector environment.
• Experience conducting investigations and producing detailed reports.
• Experience working with complex or sensitive cases involving multiple stakeholders.
• Knowledge of dispute resolution techniques, including mediation practices.
• Experience preparing documentation for legal or formal proceedings is desirable.

Essential Qualifications Required

• Relevant degree or equivalent experience (e.g., Law, Public Administration, Social Policy, or related field).
• Professional qualification or training in mediation, complaints handling, or dispute resolution (desirable).
• Evidence of continuous professional development in a relevant area.

Additional Information

• Working hours: 36 hours per week.
• Enhanced DBS & barred list check (Child & adult) required.
• We operate on a bi-weekly schedule.
• The role closes on 16th June 2026.