Send Customer Services & Complaints Officer in Macclesfield, Cheshire

Job Title: SEND Customer Services and Complaints Officer
Specialism: SEND / Complaints & Customer Services
Location: Macclesfield, UK
Salary: £25.18 per hour
Type: Full-time, 3-month locum

Job Description: SEND Customer Services and Complaints Officer - Macclesfield - £25.18 per hour

Are you ready for an exciting opportunity in the heart of Macclesfield? We are seeking a SEND Customer Services and Complaints Officer for a thrilling three-month locum assignment. This role involves spearheading the investigation and resolution of SEND complaints, compliments, and comments, all while delivering exceptional customer service. Join us in a role that promises variety and the chance to make a real impact!

Perks and Benefits:

• Locum flexibility: Enjoy the freedom that comes with locum work, supporting a strong work-life balance.
• Competitive pay: Earn £25.18 per hour for your expertise and skills.
• Professional growth: Work closely with senior management and multidisciplinary teams to broaden your experience.
• Diverse experience: Engage with a wide range of SEND-related tasks and responsibilities.

What you will do:

• Develop, prepare, and deliver performance information on complaints and compliments through quarterly and annual reports for directors and heads of service.
• Critically assess and review complaints processes, adapting to legislative changes and best practices.
• Advise managers on escalated complaints including those referred to the Local Government Ombudsman and coordinate departmental responses.
• Manage external investigations, appoint independent investigators, and ensure feedback is communicated effectively.
• Provide training to operational staff, managers, and investigation teams to maintain high standards in complaint handling.
• Coordinate Freedom of Information and Access to Records requests within statutory timescales.
• Prepare evidence and contribute to responses to the Local Government Ombudsman, supporting service improvement through shared learning.
• Coach and train team members to ensure consistency and best practice.
• Contribute to wider SEND service goals and promote integrated multi-agency working.

Working in this role requires effective communication, advanced problem-solving skills, and a strong understanding of SEND legislation and statutory frameworks. Experience in complaints handling and information governance within a public sector environment is essential.

Macclesfield offers a unique blend of countryside charm and modern convenience. With its vibrant community, excellent schools, and rich heritage, it provides an excellent setting for both professional growth and personal wellbeing.

Working with Sanctuary Personnel:
Sanctuary Personnel is a trusted and award-winning agency for roles. With an ‘Excellent’ rating on Trustpilot from over 1,000 reviews and many prestigious industry awards, we are dedicated to finding you the best possible rates in roles that match your skills and experience.

Voceer presents this job opportunity for Sanctuary Personnel, a 1000 person sized company who are categorized as a Recruitment Agency.

This position is being managed by Sanctuary Personnel, a reputable recruitment agency known for placing candidates in desirable positions.