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Customer Relations & Appeals Coordinator
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Warwickshire County Council,
We have an exciting opportunity to join our friendly and supportive Home to School Transport Entitlement Team as a Customer Relations & Appeals Coordinator. If you are passionate about delivering excellent customer service, resolving complex cases, and making a positive difference for children, young people, and families, we would love to hear from you.
About The Team
The role forms part of the Transport Delivery service within the Home to School Transport Entitlement Team. The team acts as the first point of contact for home to school travel assistance and works collaboratively with a wide range of internal and external stakeholders.
About The Role
As Customer Relations & Appeals Coordinator, you will lead the Home to School Transport appeals process and help ensure travel assistance applications are assessed fairly, consistently, and in line with policy. Working collaboratively across Transport Delivery, you will manage complaints and appeals, maintain clear procedures, and use customer and stakeholder feedback to improve services. This is an opportunity to make a meaningful difference for children, young people, and families.
Key Requirements
- A Level 4 qualification or equivalent relevant experience within a transport, education, or customer service environment.
- A strong understanding of Home to School Travel Assistance legislation, eligibility, and SEND, alongside safeguarding, confidentiality, and data protection requirements.
- Proven ability to investigate complex cases, make sound decisions, maintain accurate records, and produce clear written reports.
- Excellent communication and interpersonal skills, with the confidence to work collaboratively and sensitively with customers and stakeholders.
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For further information, please see the Job Description and Person Specification.
Working for Warwickshire – This is the difference you make
Warwickshire County Council is a place where everyone feels valued, included, safe, supported, and welcome. Our people are at the heart of this vision, could you be one of them?
At Warwickshire County Council, we are committed to ensuring Warwickshire’s economy is vibrant and supported by the right jobs, training, skills, and infrastructure. Our people vision for Warwickshire County Council is a great place to work where diverse and talented people are enabled to be their best.
Your future matters to us, we provide a generous pension scheme which includes an employer contribution rate of typically around 19 percent per month, to help support your financial security during retirement. The scheme also offers a valuable package of benefits for members and their dependants. To find out more, please visit: Warwickshire Pension Fund homepage – Warwickshire Pension Fund
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The benefits we offer include agile working, a valuable part of the pay and reward package for employees working in local government, generous annual leave entitlement, plus bank holidays and an additional day at Christmas, and access to Vivup benefits and discounts platform.
Click here to view the benefits at Warwickshire County Council.
Additional Information
The Fluency Duty is outlined in the Code of Practice on the English language requirements for public sector workers. The Fluency Duty for this role is Required. You must be able to speak and provide advice in accurate spoken English to the public.
If you are applying for this role on a secondment basis, please ensure you have permission from your line manager.
To discuss the role, please contact Clara Rowland, Entitlement Service Manager – clararowland@warwickshire.gov.uk
Closing date: Midnight on 13th August
Interview date: 21/8/2026
Should you require application forms in an alternative format/language or any adjustments to be made throughout the application process or upon appointment, please contact hrandpayroll@warwickshire.gov.uk, and we will make every effort to meet your specific requirements.
Warwickshire County Council is committed to equality of opportunity for all employees and is keen to address areas of underrepresentation in its workforce. See more.
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