We have exciting opportunity for a SEND Customer Service and Complaints Officer within our SEND Service.
Our SEND Team aims to ensure that we are able to effectively meet the needs of all children and young people with SEND. Our vision is for them to:
Achieve the very best they can
Attend the right school or educational setting as close to their home as possible
Be taught and supported by skilled professionals who have high expectations for their progress and learning potential
Enjoy learning, feel valued and be confident
Be actively involved in decisions that affect them
Fulfil their potential as confident adults in their chosen community
Be allocated resources to best effect
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.
The role will include:
-Develop, prepare and deliver performance information on complaints and compliments.
-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.
-Manage the process of external investigations, MP and Local government and Social Care Ombudsman enquiries.
-Develop, prepare and deliver training and support to operational staff.
-Co-ordinate Freedom of Information requests relating to the SEND Services.
You will:
Be thorough and up-to-date on the knowledge of SEN education legislation
Have experience working with young people with SEN
Have good knowledge and awareness of Children and Families Act 2014, SEND code of Practice 2014 and Equality act 2010
Have strong inter-personal skills
Be able to problem solve
Have excellent presentation and communication skills
Have excellent, planning and organisational skills
Be resilient, organised and hardworking
For further information about the role please contact:
Christopher Hancock SEND Customer and Compliance Manager
christopher.hancock@cheshireeast.gov.uk
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