Complaints Officer

Job Title: Complaints Officer
Type: Temporary until end of January 2027
Location: Taunton
Salary: £269.23 paye - £370 umb per day
Hours: 37

BRC are working closely with a local authority to recruit an Complaints Officer (Inclusion Lead) to manage and resolve Stage 1 SEND complaints, ensuring concerns are handled promptly, fairly and in line with statutory guidance, local policies and best practice.

This role will work collaboratively with families, schools and professionals to seek early resolution of complaints, identify learning and contribute to improved outcomes and experiences for children and young people with SEND.

This role involves leading on the management and investigation of Stage 1 SEND complaints, ensuring responses are accurate, professional and delivered within agreed timescales.

Duties:

• Manage and coordinate Stage 1 SEND complaints from acknowledgement through to resolution.
• Investigate complaints by gathering and reviewing relevant information, records and evidence.
• Communicate effectively with parents, carers, schools and professionals throughout the complaints process.
• Prepare clear, accurate and professional Stage 1 complaint responses.
• Identify key issues, themes, trends and lessons learned from complaints.
• Work collaboratively with services and partner agencies to resolve concerns at the earliest opportunity.
• Ensure complaints are investigated fairly, objectively and consistently.
• Escalate complex or high-risk cases to the Senior Inclusion Lead where appropriate.
• Maintain accurate complaint records and monitoring information.
• Contribute to service improvements through recommendations and action planning.
• Support compliance with SEND legislation, statutory guidance and local authority complaints procedures.
• Develop positive relationships with families, schools and multi-agency partners.
• Promote a culture of openness, learning and continuous improvement.
• Represent the service at meetings relating to complaint investigations where required.

Requirements:

• Strong knowledge of SEND legislation, guidance and processes.
• Experience of investigating complaints or resolving complex concerns.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Ability to manage competing priorities and work to deadlines.
• A commitment to improving outcomes for children and young people with SEND.
• Experience within a local authority, education or SEND service is desirable.
• Knowledge of statutory complaints and dispute resolution procedures is desirable.
• Experience working with families and multi-agency partners is desirable.

For more information, please call Meg Smith on or .

To apply, please submit your CV outlining your relevant experience and qualifications.

We will be reviewing applications on an ongoing basis until the position is filled. At BRC Recruitment, we try to respond to all applications, however, due to high volume of applications, this is not always possible. If you have not heard from us within 72 hours, please assume that your application has been unsuccessful on this occasion.

REFERRAL SCHEME: Recommend a friend or colleague to us and receive up to £100 once they have completed 3 months in a role via BRC! Terms and conditions apply, contact us for details.