SEND Customer service and complaints

SEND Customer Services & Complaints Officer

Location: Fully Remote
Hours: Monday–Friday, Office Hours

We are currently recruiting for an experienced SEND Customer Services & Complaints Officer to join a busy Local Authority SEND service on a fully remote basis.

This is an excellent opportunity for someone with a strong background in SEND, complaints handling and customer service who is passionate about delivering high-quality outcomes for children, young people and their families.

• Manage and investigate SEND complaints, compliments and customer enquiries in line with statutory guidance and agreed timescales.
• Coordinate responses to Local Government Ombudsman investigations.
• Produce clear, accurate and professional complaint responses and reports.
• Analyse complaint trends and provide recommendations for service improvement.
• Coordinate Freedom of Information (FOI) and Subject Access Requests (SARs).
• Provide advice and guidance to managers on complaints procedures and best practice.
• Deliver training and support to colleagues to promote consistent complaint handling standards.
• Build positive relationships with internal teams, partner agencies and families.

• Previous experience working within a SEND or Local Authority environment.
• Strong knowledge of the SEND Code of Practice and SEND legislation.
• Experience managing complex complaints from investigation through to resolution.
• Excellent written and verbal communication skills.
• Strong report writing and analytical skills.
• Knowledge of Data Protection, Freedom of Information and confidentiality requirements.
• Ability to manage a busy workload and meet statutory deadlines.
• Confident using Microsoft Office and case management systems.

• Fully remote working.
• Monday to Friday office hours.
• Opportunity to work within a supportive SEND team.
• Meaningful role improving services for children and young people with Special Educational Needs and Disabilities.
• Competitive salary/rate.

If you have experience within SEND, complaints management, customer services, or Local Authority statutory services, we'd love to hear from you.

Apply today to be considered for this exciting opportunity.