SEND Customer Services & Complaints Officer

SEND Customer Services & Complaints Officer
Location: Macclesfield
Reference: JAJB4510
Service: SEN
Grade: 9

Are you passionate about making a difference for children and young people with Special Educational Needs and Disabilities (SEND)? Cheshire East Council is looking for a SEND Customer Services & Complaints Officer to join our dedicated team in Macclesfield.

In this role, you’ll investigate and co-ordinate responses to SEND complaints, compliments and comments, ensuring excellent customer service and compliance with the SEND Code of Practice. You’ll prepare and present reports, identify trends, support performance improvements, and train colleagues in best practice.

Key responsibilities include:

• Managing the end-to-end process for SEND complaints, compliments and comments.
  
  
• Preparing quarterly and annual performance reports for senior leaders.
  
  
• Advising on Local Government Ombudsman cases and co-ordinating responses.
  
  
• Overseeing external investigations and ensuring learning informs service development.
  
  
• Co-ordinating Freedom of Information and Access to Records requests for SEND.
  
  
• Delivering training and coaching to promote consistent, high-quality complaint handling.
  
  
• Supporting the wider SEND service, working with partners to improve outcomes for children and young people.
  
  

About you:
You’ll bring:

• Strong knowledge of SEND legislation, frameworks, and 0-25 provision.
  
  
• Experience in complaint handling, customer service, and report writing in a statutory or SEND environment.
  
  
• Excellent communication, interpersonal and ICT skills.
  
  
• The ability to remain calm, professional and resilient when dealing with sensitive or challenging issues.
  
  
• A flexible, collaborative approach and a commitment to providing outstanding support to families, children, and young people.
  
  

We’re looking for someone who shares our values of Flexibility, Innovation, Responsibility, Service, and Teamwork – helping us work for a brighter future together.

? To apply or find out more, email john.deane@servicecare.org.uk

? Refer a friend! If you recommend someone who’s successful in this role, you’ll receive a £250 referral bonus.