Salary: £32,061-£36,363 per annum. Type: Permanent, Full Time, 37 hours per week. Location: Lancashire, Countywide/Hybrid. Pay Award: Pending. International Sponsorship: Not open to international sponsorship.
Be the Voice That Helps Every Other Voice Be Heard. Shape Communication That Changes Services for Children. If you're someone who cares deeply about clear communication, meaningful engagement and improving experiences for children, young people and families, this is a role where your impact will be felt every day.
About the Role
As Correspondence Officer, you will oversee the end‑to‑end management of enquiries, complaints, feedback and formal correspondence into the Inclusion Service. You will provide guidance to officers, ensure consistency in responses, and lead quality assurance of all written communication, including correspondence involving senior leaders, elected members and external organisations.
You will develop and maintain systems to gather, analyse and report feedback from children, families, schools and partners, producing insights that directly inform service development. You will support compliance activity, including Freedom of Information requests and Subject Access Requests, and ensure that officers stay up to date with local and national SEND developments.
Your work will support the Local Offer, improve communication processes across the service and contribute to continuous improvement. You will also deliver updates and training for staff, helping to build communication confidence and consistency across the service.
Responsibilities
* Oversee end‑to‑end management of enquiries, complaints, feedback and formal correspondence.
* Provide guidance to officers and ensure consistency of responses.
* Lead quality assurance of all written communication.
* Develop and maintain systems for gathering, analysing and reporting feedback.
* Support compliance with Freedom of Information and Subject Access Requests.
* Deliver training and updates for staff on communication procedures.
Qualifications
* Experience working with children, young people, families or the public.
* Strong skills in communication, conflict resolution and stakeholder engagement.
* Ability to analyse and interpret complex information.
* Experience managing sensitive enquiries with professionalism and producing high‑quality written responses.
* Knowledge of SEND legislation, safeguarding principles and the wider landscape of services that support children and young people.
* Confidence using data, producing reports, handling complaints and managing competing priorities.
* Relevant qualification or equivalent experience.
* GCSE grade 5 (or equivalent) in English and Maths.
* Essential car user post: must provide a vehicle insured for business use.
Benefits
* Hybrid working and flexible hours.
* 26 days annual leave (rising to 32 with service) and 10 bank holidays.
* Option to purchase additional leave.
* Local Government Pension Scheme.
* Employee Assistance Programme.
* Staff discounts and salary‑sacrifice options.
Development & Culture
* Thorough induction, ongoing CPD opportunities and support to develop communication, analysis and service‑improvement skills.
* Regular supervision, reflective practice and strong peer support.
* Inclusive culture valuing diversity, flexibility and collaborative working.
* Supportive environment that empowers staff to share ideas, develop professionally and contribute to service improvement.
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