To lead on the management and resolution of Stage 1 SEND complaints, ensuring concerns are handled promptly, fairly and in accordance with statutory guidance, local policies and best practice. The Inclusion Lead will work collaboratively with families, schools and professionals to seek early resolution of complaints and improve outcomes for children and young people with SEND.

Key ResponsibilitiesComplaint Management

• Manage and coordinate all Stage 1 SEND complaints.
• Acknowledge, investigate and respond to complaints within agreed timescales.
• Gather and review relevant information, records and evidence to inform investigations.
• Communicate effectively with parents, carers, schools and professionals throughout the complaints process.
• Prepare clear, accurate and professional Stage 1 complaint responses.

Investigation and Resolution

• Identify key issues, concerns and learning arising from complaints.
• Work with services and partner agencies to resolve concerns at the earliest opportunity.
• Ensure complaints are considered fairly, objectively and consistently.
• Escalate complex or high-risk cases to the Senior Inclusion Lead as appropriate.

Quality Assurance and Improvement

• Maintain accurate complaint records and monitoring information.
• Identify themes, trends and lessons learned from complaints.
• Contribute to service improvements through recommendations and action planning.
• Support compliance with SEND legislation, local authority policies and complaints procedures.

Partnership Working

• Develop positive relationships with families, schools and partners.
• Promote a culture of openness, learning and continuous improvement.
• Represent the service at meetings relating to complaint investigations where required.

Accountability

• Accountable to the Senior Inclusion Lead.
• Responsible for delivering high-quality Stage 1 SEND complaint investigations and responses.
• Works within delegated authority and escalates matters requiring senior decision-making.

Person SpecificationEssential

• 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 skills.
• Ability to manage competing priorities and meet deadlines.
• Commitment to improving outcomes for children and young people with SEND.

Desirable

• Experience working within a local authority, education or SEND service.
• Knowledge of statutory complaints procedures and dispute resolution processes.
• Experience of working with families and multi-agency partners.

If you are interested in this role please send your updated CV in the first instance.