SEND Complaints Officer

Job Introduction

Job Title: Complaints Officer 
Team: All Age Disability 0-25
Salary: £39,267 - £42,294
35 Hours per Week 
Location: County Hall, Worcester
Permanent


The Role:
 
The All-Age Disability Service brings together the Special Educational Needs and Disability (SEND) Team, Inclusion Support Team, Children with Disabilities Team and the Young Adults Team (16-25). 

We are looking to recruit a Complaints Officer to work within the SEND team. The SEND Team oversees and co-ordinates the Council's responsibilities for SEND. This includes the casework management for over 7,000 children and young adults who have Education, Health, and Care Plans (EHCPs). 
 
The SEND Service carries out the Local Authority's statutory responsibilities to:
• Manage the statutory SEND system for EHC assessment.
• Prepare and issue EHC Plans
• Determine educational placement and support, and to
• Monitor arrangements and provision for individual children and young people with EHC Plans

This role will focus on the Council's Corporate Complaints Procedure delivering a high-quality complaints service, analysing complaints, and managing their response, while ensuring timely and fair resolutions. 

You will be responsible for:
• Undertaking Stage 1 Complaints investigations and responses in respect of SEND Services
• Respond to MP enquiries
• To work with the service when Complaint’s progress to Stage 2 or the LGO – to ensure we evidence our responses and resolution.
• To track complaints through the Complaints Procedure – producing key data analysis/performance information reports 
• To identify and present qualitative learning/key themes from Complaints and support the dissemination of this learning


Your Background:

We are looking for a well organised person, who has experience of working in SEND Services and SEND Service delivery. The right candidate will have substantial experience of working with statutory complaints and will be a good communicator and able to work directly with parents/carers. Excellent, clear, and concise communication skills, both oral and written including a plain English report writing style are essential. You will need to be able to use your own initiative, be adept at working alone, have excellent time management skills and be able to manage competing demands. 


Benefits:

You’ll find an overview of some of the benefits in a document attached to this job advert so do take a look. Some of the other benefits we can offer include:
• Great Holiday Entitlement: As well as bank holidays, you'll get 26 days paid holiday (pro rata for part-time staff). This goes up to 31 days when you have been with us for 5 years. If you get more than 26 days where you work now, don't worry because if you join us without a break, we'll match your holiday up to 31 days. If you’re successful and want to take advantage of this do let us know!
• Brilliant Pension Scheme: The Local Government Pension Scheme (LGPS) is a nationwide, career average pension scheme and is a valuable part of the pay and reward package for employees working in local government.
• Professional Learning & Development: We actively encourage learning and development for all our staff should they want to progress further or explore other areas within the organisation.
• Flexible Working: We are proud to offer hybrid working to provide a better work/life balance where possible.


Application Closing Date: 27th June 2025
Interview Date: To be confirmed