Send Customer Services & Complaints Officer

Send Customer Services & Complaints Officer
£25.18 per hour
Cheshire
37 hours p/w, min 3month contract

About the role:
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.

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.

Advise Managers on the implications of complaints going to the Local Government
Ombudsman and, in conjunction with the tribunal Officer, co-ordinate the Department’s
responses to the Ombudsman, ensuring that information is made available by the appropriate
Managers and that information is provided to the Ombudsman within the required timescales.

Manage the process of external investigations, including the appointment of Independent
Investigators, receive and quality check the reports and identify the recommendations to Heads
of Service, so that the required action can be taken. Ensure that the complainant is informed
about the outcome.

Develop, prepare and deliver training and support to operational staff, Managers and
Independent Investigation teams, in order that they can undertake complaint investigations to
the required standard and within set timescales, thus ensuring that the Departments meet
statutory obligations.

Co-ordinate Freedom of Information requests relating to the SEND Services. Proof check
responses, ensure sign-off by the relevant Senior Manager where appropriate and ensure that
statutory timescales are met.

Prepare evidence for Local Government Ombudsman when an LGO complaint is received in
co-ordination with the Senior SEN Manager, to ensure appropriate and timely responses are
given with any clear learning points identified and shared to ensure service development.

The job holder may be required at any time to undertake any work up to and/or at a level consistent with
existing responsibilities. These tasks may be at any location in the local authority, to ensure the effective
deployment of labour, materials, transport and equipment to meet daily service requirements.

 
What you need:

• Experienced handling SEND complaints
• Completed relevant training
• Enhanced DBS check
• Excellent communication and written skills

 
 
Why Work with Pertemps Social Care?
 
We’re committed to making your job search seamless and rewarding. Here’s what our candidates can expect:
 
✅ Your Own Consultant – Your contact will be a social care specialist who knows the sector inside-out, has great connections across the region, and provides the tailored career advice you need to ensure the next step is the best one for you.
✅ Simple, Online Registration – Our process is designed to ensure your registration journey is quick and straightforward.
✅ Exclusive Roles – you have access to roles exclusive to us 
✅ Great Incentives – We have an exceptional referral scheme. Recommend your friends and colleagues and earn an introduction fee of £250. We will pay you £250 if you find your own role
✅ State of the Art Compliance – We use powerful next-generation software to manage these critical processes are as quick, efficient, and stress-free as possible.
✅ Fast, Reliable Payroll – Get paid promptly and securely, every time.
And much more to ensure your job-search is smooth and hassle-free.
 
Our Roles
 
We place Social Care Practitioners into a wide range of essential roles, including:

• Independent Reviewing Officer (IRO)
• Best Interest Assessor (BIA)
• Multi-Agency Safeguarding Hub (MASH)
• Looked After Children (LAC)
• Fostering / Adoption
• Children’s & Adult Social Work
• Service Manager / Head of Service
• Team Manager / Assistant Team Manager
• Occupational Therapist

 
If you’re interested in finding your next role in social care, we can help!
 
📩 Get in Touch Today!
📧 kaye.fleming@pprsocialcare.co.uk
📞 07435 787 863 / 0161 804 7658
 
Take the next step in your social work career with us!