Complaints & Resolutions Manager

Surrey County Council

  • Surrey
  • £47,142-51,175 per year
  • Permanent
  • Full-time
  • 9 days ago
Details
  • Title: Complaints & Resolutions Manager
  • Reference: SCC/TP/287946/3694
  • Positions: 4
  • Salary: £47,142 - £51,175 per annum
  • Category: SEN & Additional Needs
  • Contract type: Permanent
  • Working hours: 36 hours per week
  • Posted on: 19 August 2025
  • Closing date: 11 September 2025
  • Directorate: Children, Families & Lifelong Learning
  • Location: Surrey wide
DescriptionWe are committed to the development of our workforce. This position is only available to applicants who already work for Surrey County Council. We thank you for your interest in our roles and would encourage you to review our vacancies which are open to all.The starting salary for this full-time, permanent position is £47,142 per annum based on a 36-hour working week.We are excited to be hiring four Complaints and Resolutions Managers to join our fantastic SEND Tribunals & Complaints service.This role is open to hybrid working and as a team we split our time between collaborating together in the office and working remotely, including from home.Rewards and Benefits
  • 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 31 days after 5 years' service, plus Bank Holidays
  • Option to buy up to 10 days of additional annual leave
  • An extensive Employee Assistance Programme (EAP) to support health and wellbeing
  • Up to 5 days of carer's leave per year
  • Paternity, adoption and dependants leave
  • A generous local government salary related pension
  • Lifestyle discounts including gym, travel, shopping and many more
  • 2 paid volunteering days per year
  • Learning and development hub where you can access a wealth of resources
About the RoleAt Surrey County Council, we are committed to ensuring that all children and young people with SEND receive an outstanding service, and we are well on our journey towards offering this. Relational and restorative working underpins all our practice with stakeholders, partners, clients and customers.We're now looking for compassionate, knowledgeable, and proactive people who can build trusted relationships and communicate clearly. Our young people want adults who listen, explain things honestly, and keep them at the centre of every decision. Parents and carers value empathy, strong organisational skills, and a deep understanding of SEND legislation and diverse needs. Schools need consistent, accessible professionals who are experts in SEND and can guide them through the system with clarity and confidence. If you're committed to collaboration, advocacy, and making things happen, we'd love to hear from you!Day to day, the Complaints and Resolutions Manager will help ensure that Surrey County Council provides an excellent service in relation to the complaints and customer relations procedures. They will support the delivery of a solution focused, customer orientated service, with the aim of reducing escalations to MP, Councillor and Local Government Ombudsman, as well as parental recourse to SENDIST.As our Complaints and Resolutions Manager, you will be involved in the following key areas of responsibility:
  • Providing expert guidance on complaints and resolutions within the SEND service
  • Responding to complaints in a timely manner and meeting performance targets effectively
  • Problem solving and analysing complex information to identify key themes, and working in a solution focussed manner to support resolutions
  • Working directly with parents, schools, parental appointed legal representatives and other professional bodies within the statutory and legal framework related to the SEND Tribunal process
  • Ensuring that parents, carers, children and young people are made fully aware of their rights to contribute to SEND processes, and that they are advised of appeal and dispute resolution processes available to them
  • Direct line management of up to two members of staff, including a Complaints and Resolutions Officer
Shortlisting CriteriaTo be considered for shortlisting, your CV and personal statement will need to clearly evidence the following:
  • Degree qualified or equivalent relevant experience with experience of SEN casework and statutory processes, legislative frameworks, government policy and initiatives
  • Highly developed presentation skills, particularly report and letter writing, with the ability to summarise complex information
  • Excellent time management and organisational skills with competent IT ability
  • Excellent inter-personal and advocacy skills with the ability to develop effective and positive collaborative working relationships
  • Track record of managing a range of responsibilities and co-ordinating service delivery in a multi-disciplinary environment
  • A positive outlook that celebrates success, builds on a framework of good practice and seeks constructive solutions to problems
The role may involve working in, and visiting, venues across the locality to build professional working relationships, therefore you will need to be willing and able to travel across the county as required.Contact UsPlease contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment. For an informal discussion please contact Rhianwen Best via email.The job advert closes at 23:59 on 11th September 2025 with interviews to follow.We look forward to receiving your application, please click on the apply online button below to submit.An enhanced DBS 'Disclosure and Barring Service' check for regulated activity (formerly known as CRB) and the Children's and Adults' Barred List checks will be required for this role.Local Government ReorganisationSurrey County Council is preparing for Local Government Reorganisation which will allow us to implement the Government led policy of devolution, which is all about giving more powers to local areas.Currently, Surrey has a two-tier council system, with 11 district and borough councils and a county council, all responsible for different services. All these councils will be reorganised into a smaller number of new unitary councils which will come into effect in April 2027. At this point, this role will be transferred, with all existing terms and conditions intact into one of the new unitary councils.Join our dynamic team and shape the future of local government. Make a lasting impact with innovative solutions and improved services for our community. Help us build a brighter future for our residents! Please see more information here:Our BehavioursThe Surrey Way behaviours are a guide that supports our council to work together effectively and deliver our best for our customers and communities, and for each other. Discover more aboutBefore submitting your application, we recommend you read the job description. Our also provides insights of the culture at Surrey and how as a valued employee, you can help shape our Council.Our CommitmentSurrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applicants where:
  • The candidate has evidenced the minimum criteria for the role through their application
  • The candidate has chosen to share that they have a disability on the application form
Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role.We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.Files to download
  • Reviewed: 27 Aug 2025
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