Complaints Officer

Interim Complaints Officer – SEND Services 

Location: South West Local Authority 

Rate: £350-£400 per day, DOE and office attendance 

Set-up: Hybrid – Ideally 1 day per week on-site  

Duration: Initially 3-months   

Hours: Full-time position 

An opportunity has arisen for an experienced Complaints Officer to join a busy SEND Service and support the work of the Tribunal team. 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. 

The Role 

• Receive representations concerning SEND Services and to assist in seeking the resolution of complaints at the earliest possible opportunity in the process 

• Operate the SEND complaints procedure 

• Undertake Stage 1 Complaint Investigations independently of SEND Services and produce written responses to complainants, with recommended actions & resolutions, within required timescales 

• Implement a system which ensures that recommendations made as part of a complaint investigations are progressed and completed  

• Work with the service when Complaint’s progress to Stage 2 or the LGO – to ensure we evidence our responses and resolutions 

• Develop practice to implement learning from Complaints 

• Offer advice to members of staff who may be involved in a complaint investigation 

• Maintain a record of complaints and provide statistical information on them to different forums as appropriate 

Requirements 

• Expert and detailed knowledge and understanding of relevant legislative and regulatory framework for SEND and Government initiatives relating to SEND, and working knowledge of related regulations (e.g., exclusions and admissions) 

• Significant experience in handling complaints/investigations and working with statutory complaints and the appeal processes 

• Expert knowledge and understanding of mechanisms to support schools and other settings to meet the educational needs of children and young people with SEND 

• Excellent written and verbal communication skills, with the ability to write clear reports 

• Enhanced DBS 

If you are interested in this Committee Services Officer role, please send through an up-to-date CV to gfry@venngroup.com then a member of the team will call you to discuss further. 

At Venn Group, we endeavour to respond to all applications However due to the volume of applications we receive, if you have not heard from us within 48 hours please assume you have been unsuccessful on this occasion