5298835 – Send Customer Services & Complaints Officer in Crewe

Your job is to investigate, co-ordinate and collate the Council’s response to SEND complaints, compliments and comments, in accordance with SEND code of practice, and to provide an excellent customer service. In this job you will:

• Develop, prepare and deliver performance information on complaints and compliments for the Director and Heads of Service, by way of quarterly and annual reports, identifying trends and potential learning points to help inform performance improvement and service planning.
• Contribute information to meet corporate reporting requirements.
• Attend Senior Management Meetings to present these reports.
• 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 share best practice.
• Advise Managers on the implications of complaints going to the Local Government Ombudsman and, in conjunction with the tribunal Officer, co-ordinate the Department’s responses to the Ombudsman, ensuring that information is made available by the appropriate Managers and that information is provided to the Ombudsman within the required timescales.
• Manage the process of external investigations, including the appointment of Independent Investigators, receive and quality check the reports and identify the recommendations to Heads of Service, so that the required action can be taken.
• Ensure that the complainant is informed about the outcome.
• Develop, prepare and deliver training and support to operational staff, Managers and Independent Investigation teams, in order that they can undertake complaint investigations to the required standard and within set timescales, thus ensuring that the Departments meet statutory obligations.
• Co-ordinate Freedom of Information requests relating to the SEND Services.
• Proof check responses, ensure sign-off by the relevant Senior Manager where appropriate and ensure that statutory timescales are met.
• Co-ordinate and allocate Access to Records requests under the Data Protection Act and ensure that statutory timescales are met.
• Prepare evidence for Local Government Ombudsman when an LGO complaint is received in co-ordination with the Senior SEN Manager, to ensure appropriate and timely responses are given with any clear learning points identified and shared to ensure service development.
• Coach and train team members to ensure consistency of approach, sharing and promoting best practice through the dissemination of statutory guidance and the learning from case studies.
• Contribute to the wider SEND service aspirations, identifying opportunities to achieve integrated working on a multi-agency basis.

The job holder may be required at any time to undertake any work up to and/or at a level consistent with existing responsibilities. These tasks may be at any location in Cheshire East, to ensure the effective deployment of labour, materials, transport and equipment to meet daily service requirements.

Qualifications

• DESIRABLE: Formal complaints handling training; Training in dealing with difficult customers; A-level qualifications, or equivalent.
• ESSENTIAL: Degree or equivalent qualification(s)/experience within relevant field; GCSE level qualifications, or equivalent, including English and Maths.

METHOD OF ASSESSMENT: Application Form; Certificates; Interview.

Experience

• DESIRABLE: Experience working with children/young people/vulnerable adults with SEN/Disability in a Local Authority related setting; Statutory Assessment (SEND, Child Protection etc.); 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; Effective multi-agency working; Reviewing monitoring and evaluating performance against agreed targets; Presenting evaluative reports to professional and wider audiences.
• ESSENTIAL: Application Form; References; Interview/Assessment.

Technical, Specialist or Job-Related Knowledge

• DESIRABLE: Understanding of 0-25 education in relation to high needs students.
• ESSENTIAL: Professional Development Knowledge of computer-based record keeping systems; Detailed understanding of data protection, freedom of information and confidentiality requirements; Specific specialist in field of special educational needs; Knowledge of current legislation around SEND and national developments; In-depth knowledge of the underlying principles and practical application of all other frameworks, codes of practice and national developments relevant to role; Understanding of 0-25 Provision in relation to high needs students.

Theories, Techniques, Concepts

• Effective up-to-date theory and practice in the field of special educational needs relating to areas of responsibility; Understanding of person-centred processes and practices, outcome measures and child-focused practice; Awareness of impact on parents and carers of caring for vulnerable child/young person with high level of need.

Procedures, Policies, Legislation, Organisational Structures

• Local Authority legal and regulatory requirements for delivery of statutory SEND services; Safeguarding and child protection frameworks and relevant protocols.

Skills and Aptitudes

• Developed training and advisory/guiding skills; Ability to communicate effectively with a range of people, both orally and in writing, from a variety of organisations and professional backgrounds; Developed interpersonal skills and commitment to providing consistently high levels of customer service; Patient approach to customer service; Presentation skills; Report writing skills; Good ICT skills; Resilient; Developed planning, problem solving and organisational skills.

Other Requirements

• The ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post; Flexible approach to work; Willingness and ability to travel throughout the borough.