SEN Correspondence and Complaints Officer

Kings Hill
12 Jan 2019
31 Jan 2019
Contract Type
Full Time
Do you have a high level of SEN knowledge?

We are looking for a full time temporary Complaints Officer to support the busy SEN team in Kings Hill.

You will be working closely with the SEN Area Manager, to respond to complaints received via the complaints team and the Local Government Ombudsman, drafting replies and ensuring timely follow up.

This role requires someone with resilience and able to withstand high emotional pressures.

Main duties and responsibilities:

* Support the collation of information by assessment & placement officers to inform responses.
* On behalf of the Head of SEN Service, ensure complaints and escalated Member/MP questions are comprehensively addressed by area teams and prepare a timely response to the complainant on behalf of the service.
* Collate complaints data to inform the Head of SEN Service and County SEN Manager to improve quality of service.
* Draft replies to stage 1 complaints and the Local Government Ombudsman, ensuring timely submission for approval in accordance with policies.
* To act as the coordinating officer for all complaint investigations and enquiries undertaken by Area Managers, and ensure responses are prepared within timescale.
* To collate complaints to identify gaps in service delivery.

The post holder will

* Have a high level of SEN knowledge, primarily the CFA 2014, the SEND Code of Practice, the SEND regulations, the SEND Personal Budget regulations, the SENDT Appeal process, the Mental Capacity Act, Disability Discrimination and the Equalities Act.
* Have knowledge of processes regarding Statutory Assessment and Annual Review.
* Experience of working within a SEN department.
* Be able to act on own initiative.

• A BDS check is required for this post at a cost of £25 as you will be working with sensitive information.
• You will be required to register at our office in Kings Hill, West Malling if successful.

Connect2Kent is an agency acting as an employment business and as an equal opportunity agency.
Due to the urgent nature of this position, please respond to this advert online in the first instance. If you do not hear from us within 48 hours, please assume that you have been unsuccessful for this role.

Commercial Services Kent/Trading Ltd is an equal opportunities Employment Agency & Business and positively encourages applications from all suitably qualified and eligible candidates

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