Civic Recruitment Limited
SEND Tribunal mediation and complaints officer
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3-month contract role with a local authority
Summary
This is a 3-month contract role with a local authority, focused on managing and resolving complaints, mediation cases, and tribunal matters. The position is crucial for ensuring fair, timely, and person-centred dispute resolution, aligning with organisational policies, statutory requirements, and best practices. The role aims to minimise risk to the organisation while maintaining high standards of service delivery.
Responsibilities
- Manage a caseload of complaints, mediation cases, and tribunal applications, ensuring timely and effective resolution.
- Investigate complaints thoroughly, gather evidence, analyse information, and prepare clear reports and recommendations.
- Act as a key point of contact for complainants, service users, and representatives, ensuring professional and empathetic communication.
- Coordinate and facilitate mediation processes to achieve early and informal resolution where appropriate.
- Prepare case files, submissions, and documentation for tribunal hearings, ensuring compliance with legal and procedural requirements.
- Represent the organisation at tribunal hearings when required, or support legal representatives with case preparation.
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Essential Experience Required
- Proven experience in handling complaints, mediation, or tribunal cases within a regulated or public sector environment.
- Experience conducting investigations and producing detailed reports.
- Experience working with complex or sensitive cases involving multiple stakeholders.
- Knowledge of dispute resolution techniques, including mediation practices.
- Experience preparing documentation for legal or formal proceedings is desirable.
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Essential Qualifications Required
- Relevant degree or equivalent experience (e.g., Law, Public Administration, Social Policy, or related field).
- Professional qualification or training in mediation, complaints handling, or dispute resolution (desirable).
- Evidence of continuous professional development in a relevant area.
Additional Information
- Working hours: 36 hours per week.
- Enhanced DBS & barred list check (Child & adult) required.
- We operate on a bi-weekly schedule.
- The role closes on 16th June 2026, apply ASAP.
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