Job Details

Role Purpose

You will lead the Children’s Services complaints and representation function across Children’s Social Care and SEND, ensuring the council meets its statutory duties. The role focuses on promoting a customer-focused, transparent, and learning-driven culture by effectively managing complaints, feedback, and representations, and using this insight to improve services.

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Main Responsibilities

1. Complaints Management

• Lead the Children’s Services Complaints Framework across Social Care and SEND
• Ensure statutory compliance with complaint procedures and timescales
• Act as the main point of contact for complaints, MP enquiries, councillor queries, and Ombudsman investigations

2. Service Improvement

• Use complaints and feedback to identify service improvements
• Develop systems to capture and analyse customer insight
• Share learning across teams and senior leadership

3. Leadership & Support

• Provide guidance, training, and support to staff on complaints handling
• Promote a culture of learning and continuous improvement
• Ensure effective performance management and quality assurance of complaints

4. Data & Reporting

• Collate and present performance data and key metrics
• Report on service effectiveness and responsiveness
• Recommend improvements based on analysis

5. Stakeholder Engagement

• Work closely with SEND and children’s services partners (e.g. CAN Network, SENDIASS, Local Offer Coordinator)
• Build strong relationships with parents, carers, MPs, councillors, and external bodies
• Represent the service at meetings, events, and community sessions

6. Policy & Compliance

• Ensure compliance with legislation, including Children Acts 1989 and 2004
• Act as subject matter expert for complaints processes within SEND and Social Care
• Support inspections, audits, and Ombudsman investigations

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Person Specification

Education & Qualifications

• Degree-level qualification or equivalent experience
• Management qualification (desirable)
• Evidence of continuous professional development

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Experience

• Experience in complaints handling or customer relations
• Experience working with partners and stakeholders
• Experience improving services through feedback and insight
• Commitment to equality, diversity, and inclusion

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Skills & Knowledge

• Strong IT skills (Word, Excel, PowerPoint, Outlook)
• Excellent written and verbal communication skills
• Ability to analyse data and produce reports
• Understanding of SEND and children’s services context
• Knowledge of political and legislative environments
• Ability to influence and gain buy-in for improvements

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Behaviours

• Strong communicator with varied audiences
• Self-starter and problem solver
• Able to work independently and as part of a team
• Confident handling complex and sensitive situations
• Visible and trusted presence across services

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Key Relationships

• Parents, carers, children and young people (up to age 25)
• SEND and Social Care teams
• Senior leaders and elected members
• MPs and councillors
• External partners and regulators (e.g. LGSCO)

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Additional Information

• No direct budget responsibility, but strong influence over service delivery and improvement
• Enhanced DBS required (working with children and vulnerable groups)