Customer Services & Complaints Officer
Location: Delamere Street, CW1 2JZ
Start Date: ASAP
Contract Duration: 3+ Months
Working Hours: Mon – Fri, 09:00 – 17:00, 37 Hours per week
Pay Rate: £ 19.66 per hour
Job Ref:
Job Responsibilities
* Investigate, coordinate, and collate the Council's response to SEND complaints, compliments, and comments in accordance with the SEND code of practice, ensuring excellent customer service.
* Develop, prepare, and deliver performance information on complaints and compliments for the Director and Heads of Service through quarterly and annual reports, identifying trends and potential learning points to inform performance improvement and service planning.
* Critically assess and review the complaints process regularly, including joint protocols with partner agencies and joint teams, to respond to changes in legislation, statutory or associated guidance, and accepted best practices.
* Advise Managers on the implications of complaints going to the Local Government Ombudsman and coordinate the Department's responses with the Tribunal Officer.
* Manage external investigations, including appointing Independent Investigators, quality checking reports, and identifying recommendations for Heads of Service, ensuring complainants are informed about outcomes.
* Develop, prepare, and deliver training and support to operational staff, Managers, and Independent Investigation teams to ensure complaint investigations meet required standards and statutory obligations.
* Coordinate Freedom of Information requests relating to SEND Services, proof-check responses, ensure sign-off by the relevant Senior Manager, and meet statutory timescales.
* Coordinate and allocate Access to Records requests under the Data Protection Act, ensuring statutory timescales are met.
* Prepare evidence for the Local Government Ombudsman in coordination with the Senior SEN Manager to ensure timely responses with clear learning points identified and shared for service development.
* Coach and train team members to ensure consistency of approach and promote best practices through statutory guidance and case studies.
* Contribute to the wider SEND service aspirations, identifying opportunities for integrated working on a multi-agency basis.
Person Specifications
* Formal complaints handling training and training in dealing with difficult customers.
* A-level qualifications or equivalent.
* Experience working with children, young people, or vulnerable adults with SEN/Disability in a Local Authority related setting.
* Experience in statutory assessment (SEND, Child Protection, etc.).
* Understanding of 0-25 education in relation to high needs students.
* Degree or equivalent qualification(s)/experience within a relevant field.
* Extended experience working in a statutory environment relating to information management and complaints.
* Experience of delivering training to all levels of staff.
* Effective working with families or young people and multi-agency working.
* Reviewing, monitoring, and evaluating performance against agreed targets.
* Presenting evaluative reports to professional and wider audiences.
* Knowledge of computer-based record-keeping systems and data protection, freedom of information, and confidentiality requirements.
* Specific specialist knowledge in the field of special educational needs.
* Knowledge of current legislation around SEND and national developments.
* Understanding of 0-25 Provision in relation to high needs students and effective up-to-date theory and practice in the field of special educational needs.
* Understanding of person-centered processes and practices, outcome measures, and child-focused practice.
* Awareness of the impact on parents and carers of caring for a vulnerable child/young person with a high level of need.
* Local Authority legal and regulatory requirements for delivery of statutory SEND services.
* Safeguarding and child protection frameworks and relevant protocols.
* Developed training and advisory/guiding skills.
* Ability to communicate effectively with a range of people, both orally and in writing, from a variety of organizations and professional backgrounds.
* Developed interpersonal skills and a commitment to providing consistently high levels of customer service.
* Patient approach to customer service and presentation skills.
* Report writing skills for senior management teams and good ICT skills, proficient in Microsoft Office applications or equivalent, and databases.
* Resilient with the willingness and ability to handle emotionally demanding information and challenging behavior.
* Developed planning, problem-solving, and organizational skills.
* Ability to converse at ease with customers and provide advice in accurate spoken English.
* Flexible approach to work with willingness and ability to travel throughout the borough.
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Job Types: Full-time, Fixed term contract
Contract length: 3 months
Pay: £19.66 per hour
Expected hours: 37 per week
Experience:
* Customer Services & Complaints Officer: 1 year (required)
Work Location: In person