SEND Customer Services & Complaints Officer Sanctuary Personal

SEND Customer Services & Complaints Officer

Job Title: SEND Customer Services and Complaints Officer
Specialism: SEND / Complaints & Customer Services
Location: Macclesfield, UK
Salary: £25.18 per hour
Type: Full-time, 3-month locum

Job Description:

SEND Customer Services and Complaints Officer – Macclesfield – £25.18 per hour

Are you ready for an exciting opportunity in the heart of Macclesfield? We are seeking a SEND Customer Services and Complaints Officer for a thrilling three-month locum assignment. This role involves spearheading the investigation and resolution of SEND complaints, compliments, and comments, all while delivering exceptional customer service. Join us in a role that promises variety and the chance to make a real impact!

Perks and Benefits:

• Locum flexibility: Enjoy the freedom that comes with locum work, supporting a strong work-life balance.
• Competitive pay: Earn £25.18 per hour for your expertise and skills.
• Professional growth: Work closely with senior management and multidisciplinary teams to broaden your experience.
• Diverse experience: Engage with a wide range of SEND-related tasks and responsibilities.

What you will do:

• Develop, prepare, and deliver performance information on complaints and compliments through quarterly and annual reports for directors and heads of service.
• Critically assess and review complaints processes, adapting to legislative changes and best practices.
• Advise managers on escalated complaints including those referred to the Local Government Ombudsman and coordinate departmental responses.
• Manage external investigations, appoint independent investigators, and ensure feedback is communicated effectively.
• Provide training to operational staff, managers, and investigation teams to maintain high standards in complaint handling.
• Coordinate Freedom of Information and Access to Records requests within statutory timescales.
• Prepare evidence and contribute to responses to the Local Government Ombudsman, supporting service improvement through shared learning.
• Coach and train team members to ensure consistency and best practice.
• Contribute to wider SEND service goals and promote integrated multi-agency working.

Working in this role requires effective communication, advanced problem-solving skills, and a strong understanding of SEND legislation and statutory frameworks. Experience in complaints handling and information governance within a public sector environment is essential.

Macclesfield offers a unique blend of countryside charm and modern convenience. With its vibrant community, excellent schools, and rich heritage, it provides an excellent setting for both professional growth and personal wellbeing.