We have exciting opportunity for a SEND Customer Service and Complaints Officer within our SEND Service.Our SEND Team aims to ensure that we are able to effectively meet the needs of all children and young people with SEND. Our vision is for them to:Achieve the very best they canAttend the right school or educational setting as close to their home as possibleBe taught and supported by skilled professionals who have high expectations for their progress and learning potentialEnjoy learning, feel valued and be confidentBe actively involved in decisions that affect themFulfil their potential as confident adults in their chosen communityBe allocated resources to best effectOrganisationCheshire East CouncilLocationMacclesfield, CreweJob CategoryChildren and Young People ServicesGradeCEC NJC - Grade 9Salary Min£39,152 per annumSalary Max£41,771 per annumHours per week37Weeks per year52.143Employment TypePermanentClosing Date12/09/2025Ref NoE3222Documents(PDF, 310.49kb)Cheshire East is an amazing place to live and work. As one of the largest employers in the borough, we are able to offer you a wide range of challenging and rewarding career opportunities.At Cheshire East Council we are working for a brighter future – together and our commitment to you is that our workplace culture will provide a shared purpose, a well-led organisation with valued people succeeding together as one team and one council to deliver the best service for our customers and communities.If you want to be part of our award-winning council and contribute to our ongoing success, have the flexibility and drive to enable us to innovate, are committed to working as part of a team and striving to deliver exceptional service wherever you can, we would especially like to hear from you.As an equal opportunities employer, we welcome applicants from all backgrounds and want our workforce to reflect the diversity of our local communities so that we can all work for a brighter future - together.To investigate, co-ordinate and collate the Council’s response to SEND complaints, compliments and comments, in accordance with SEND code of practise, and to provide an excellent customer service.The role will include:-Develop, prepare and deliver performance information on complaints and compliments.- Critically assess and review the complaints process on a regular basis (including joint protocols on dealing with complaints with partner agencies and in joint teams) in order to respond to changes in legislation, statutory or associated guidance and accepted best practice. Learn of developments and to share best practice.- Manage the process of external investigations, MP and Local government and Social Care Ombudsman enquiries.- Develop, prepare and deliver training and support to operational staff.- Co-ordinate Freedom of Information requests relating to the SEND Services.You will:Be thorough and up-to-date on the knowledge of SEN education legislationHave experience working with young people with SENHave good knowledge and awareness of Children and Families Act 2014, SEND code of Practice 2014 and Equality act 2010Have strong inter-personal skillsBe able to problem solveHave excellent presentation and communication skillsHave excellent, planning and organisational skillsBe resilient, organised and hardworkingFor further information about the role please contact:Christopher Hancock SEND Customer and Compliance ManagerCheshire East Council is committed to safeguarding children and vulnerable adults across the Borough. As such, any cautions, convictions, reprimands or final warnings that are ‘not protected’ as defined by the Rehabilitation of Offenders Act 1974 (Exceptions) order 1975 (as amended in 2013) relating to the non-disclosure of spent convictions do not apply to this job. You must therefore, disclose whether you have any previous convictions where prompted to do so within the application process.Please ensure you check the email account (including junk/spam boxes) from which you apply regularly as we will use this to contact you regarding your application.If you have not heard from us within 4 weeks of the closing date then it is likely that you have not been shortlisted on this occasion, however please do not be discouraged from applying again.For any technical enquiries please emailPlease quote job reference number in all correspondence.
