3 Month Contract With A Local Authority

Job Purpose

The Tribunal and Complaints Officer will provide specialist support to the SEND service by managing and resolving complaints and tribunal cases, helping to reduce backlogs and improve service performance. The role will focus on ensuring complaints and SEND tribunal matters are handled efficiently, professionally, and in accordance with statutory requirements, while supporting the Council's objective of reducing the number of escalated complaints and appeals. This interim position is designed to provide additional capacity and expertise during a period of increased demand.

Key Responsibilities

• Manage a caseload of SEND complaints and tribunal cases, ensuring compliance with statutory timescales and procedural requirements.
• Investigate, coordinate, and respond to complaints relating to Special Educational Needs and Disabilities (SEND) services.
• Prepare high-quality responses to complaints, enquiries, and appeals, ensuring accuracy and consistency.
• Coordinate tribunal processes, including gathering evidence, preparing documentation, and liaising with relevant stakeholders.
• Work closely with SEND teams, legal services, education providers, and families to resolve disputes and achieve positive outcomes.
• Review existing cases and identify opportunities for early resolution to reduce escalation to formal complaints or tribunals.
• Support the reduction of complaint and tribunal backlogs through effective case management and prioritisation.
• Maintain accurate records, case files, and management information relating to complaints and appeals.
• Monitor outcomes and identify trends, risks, and areas for service improvement.
• Provide advice and guidance to colleagues on complaints handling, SEND legislation, and tribunal procedures.
• Contribute to service improvement initiatives aimed at reducing future complaints and appeals.
• Ensure all work is undertaken in line with relevant legislation, statutory guidance, policies, and procedures.