SEND Customer Services & Complaints Officer

SEND Customer Services & Complaints Officer

Cheshire East Council – Macclesfield
£25.18 per hour (Umbrella) (£19.66 PAYE an hour)| 37 hours per week | Initial 3-month contract

Cheshire East Council is seeking an experienced SEND Customer Services & Complaints Officer to join their SEND service on an interim basis. This role will play a key part in ensuring complaints, compliments and enquiries relating to SEND services are managed effectively and in line with statutory requirements.

This is an excellent opportunity for someone with local authority SEND experience who is confident managing complex complaints, working with families and professionals, and ensuring the service meets statutory duties.

Key Responsibilities

• Investigate, coordinate and manage complaints, compliments and enquiries relating to SEND services.
• Lead on responses to complaints escalated to the Local Government and Social Care Ombudsman, ensuring responses are accurate and submitted within required timescales.
• Produce quarterly and annual performance reports for senior leaders, identifying trends, risks and service improvement opportunities.
• Coordinate Freedom of Information (FOI) and data access requests relating to SEND services.
• Support managers with advice on complaint handling and statutory processes.
• Deliver guidance and training to staff to ensure complaints investigations are carried out to a high standard.
• Work collaboratively across teams and with partner agencies to ensure effective service delivery.

Requirements

• Experience working within a local authority SEND service or similar statutory environment.
• Strong understanding of SEND legislation and the SEND Code of Practice.
• Experience handling complaints, investigations, or ombudsman responses.
• Ability to analyse information and produce clear reports for senior stakeholders.
• Excellent communication and organisational skills.
• Experience working with families, professionals and multi-agency partners.

If you have strong SEND knowledge and experience managing complaints or casework within a local authority environment, this is a great opportunity to contribute to an important service supporting children and young people with special educational needs.

Apply now