SENA Complaints Investigator & Resolution Officer (INTERNAL APPLICANTS ONLY) in Glenfield

PLEASE NOTE THIS POST IS ONLY OPEN TO INTERNAL APPLICANTS

Organisation: Leicestershire County Council

Work Location: County Hall Glenfield LE3 8RA

Salary: £39,939 - £42,699 per annum (pro rata for part time) (Pay Award pending)

Working Hours: 37 Hours Per week

Contract Type: Secondment (for 6 months) Manager's approval required

Closing Date: 27th August 2026

Interview Date(s): TBC

Are you an experienced problem solver with excellent investigative, analytical and communication skills, and a passion for improving services? We are seeking a motivated and impartial Complaints Investigator and Resolution Officer to join our Special Educational Needs and Assessment Team on a 6-month secondment. This is an exciting opportunity to gain experience in corporate complaints management, working across a wide range of council services to investigate complex complaints, identify learning opportunities and support service improvement.

About the Role

• Assess and investigate complaints received by the Council at Stage 1 and Stage 2, alongside MP enquiries.
• Work proactively with the SENA service managers to achieve early resolution wherever possible.
• Conduct thorough and proportionate investigations, including reviewing evidence, interviewing key parties and analysing complex information.
• Produce clear, concise and well-reasoned investigation reports and complaint responses.
• Support responses to the Local Government and Social Care Ombudsman.
• Work with managers to identify service improvements and ensure lessons learned are embedded.
• Analyse complaints trends and performance data to inform organisational learning.
• Build effective relationships with colleagues, partners and members of the public at all levels.

This post is politically restricted therefore the post holder is disqualified from undertaking certain political activities under the Local Government Officers (Political Restrictions) Regulations 1990.

About You

• Degree or equivalent.
• Experience of investigating complaints, reviews, appeals, casework or other complex enquiries.
• Experience in carrying out complaint investigation.
• Strong analytical and problem-solving skills, with the ability to assess evidence objectively and reach balanced conclusions.
• Excellent written and verbal communication skills, including report writing.
• The confidence to challenge constructively and influence positive outcomes.
• Experience of working with a diverse range of stakeholders and handling sensitive issues.
• The ability to work independently whilst managing multiple priorities.
• Strong IT skills and experience of using case management or CRM systems.
• Experience or knowledge of Local Government complaints processes, Children's Services, Social Care, Special Educational Needs and Disabilities (SEND), or Ombudsman investigations would be particularly advantageous.

Why Apply?

• This secondment offers an excellent development opportunity to:
• Gain exposure to corporate complaints and governance processes.
• Develop advanced investigation and report-writing skills.
• Build experience working with senior managers across the organisation.
• Influence service improvement and organisational learning.
• Broaden your knowledge of statutory complaints procedures and Ombudsman investigations.

This is a 6-month secondment opportunity. Applicants should discuss the opportunity with their current manager before applying. If you are looking for a challenging and rewarding role where your work can make a real difference to Leicestershire children, young people and their families, we would welcome your application. In addition, we also expect you to share our commitment to our values and to delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer.

Interested in Flexible Working? We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

For more information or an informal discussion, please contact: Rhiannon Smith, Service Manager or Hannah Patient Rhiannon.smith@leics.gov.uk or Hannah.patient@leics.gov.uk

How to Apply

At Leicestershire County Council we’re looking for top talent from all walks of life. Whoever you are, wherever you’re from, and whatever your background - we care about what you bring to our organisation, not just what’s on your CV. That’s why we’ve designed a recruitment process that’s fair, accessible, and focused on potential. And with benefits that support people at every age and stage of life, we make sure you can thrive - both personally and professionally. If you share our passion to make a difference for the people of Leicestershire, we’d love to hear from you. Click the apply button to submit your application, ensuring that you upload a supporting statement that explains how you meet the criteria listed in the ‘About You’ section above. Without this information, we won’t be able to assess your suitability for the role, and your application will be rejected. For tips on how to write your statement, see the How to Apply section on our career site.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support.

By applying for this post, you agree to our Terms and Conditions.