SEND Customer Services & Complaints Officer Location: Cheshire East Council Day Rate: £320 (via umbrella) Pertemps is recruiting for an experienced SEND Customer Services & Complaints Officer to join Cheshire East Council. This role is a fantastic opportunity to make an impact by ensuring the council delivers an excellent customer service and robust response to SEND complaints, compliments, and comments, in line with the SEND Code of Practice. Key Responsibilities: Investigate, co-ordinate and collate responses to SEND complaints, compliments, and comments. Regularly review and critically assess the complaints process, including joint protocols with partner agencies, ensuring compliance with legislation, statutory guidance, and best practice. Advise Managers on complaints escalated to the Local Government Ombudsman (LGO) and co-ordinate departmental responses in conjunction with the Tribunal Officer. Manage external investigations, appoint Independent Investigators, quality-check reports, and provide recommendations to Heads of Service. Keep complainants informed of outcomes and ensure actions are taken following investigations. Deliver training and support to operational staff, Managers, and Independent Investigation teams to ensure statutory obligations are met. Co-ordinate Freedom of Information (FOI) requests relating to SEND services, ensuring quality, accuracy, and compliance with statutory timescales. Prepare evidence for LGO complaints in co-ordination with the Senior SEN Manager, ensuring timely, accurate responses and sharing key learning points to support service development. Requirements: Proven experience handling SEND complaints within a local authority, tribunal, or education setting. Strong knowledge of the SEND Code of Practice and statutory guidance. Excellent written and verbal communication skills, with the ability to prepare accurate, high-quality responses and reports. Ability to liaise with multiple stakeholders, manage sensitive issues, and deliver outcomes to strict deadlines. Experience managing investigations and providing training would be highly advantageous. Additional Information: This is a contract role based with Cheshire East Council. Flexibility is required, as work may be carried out across various locations in Cheshire East to meet service requirements. To apply or for more information, please contact: Freya Joseph – freya.joseph@pprsocialcare.co.uk