East Midland Shared Services
SENA Complaints Investigator & Resolution Officer (INTERNAL APPLICANTS ONLY)
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
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 rota 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
As a Complaints Investigator and Resolution Officer, you will:
- 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
To apply for this post, you must:
- 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.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
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.
Further Information
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 [https://eism.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/lcc/pages/1004] 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 [https://www.gov.uk/government/collections/disability-confident-campaign].
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 [Rhiannon.smith@leics.gov.uk] or Hannah.patient@leics.gov.uk [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.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
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 [https://eism.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/lcc/pages/1001] 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 [https://eism.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/lcc/pages/1006].
About Leicestershire County Council
At Leicestershire County Council, we're committed to making a real difference in people's lives. Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone.
Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire. Whether you're starting your career or looking for your next challenge, you'll find a place with us where your ideas are valued, and your work has purpose.
For further information on what it’s like to work for us and the benefits we offer, please refer to the following:
- Our Recruitment Process [https://www.leicestershire.gov.uk/jobs-and-volunteering/working-for-the-council/the-application-process]
- Our Organisational Values [https://eism.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/pages/1004]
- Our Employee Benefits [https://www.leicestershire.gov.uk/jobs-and-volunteering/working-for-the-council/employee-benefits]
- Working for Us [https://www.leicestershire.gov.uk/jobs-and-volunteering/working-for-the-council/an-inclusive-workplace]
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills