Inclusion Lead – SEND Complaints

Recruitment Agency: We Do Social Work Recruitment
Location: Remote 
Contract

We Do Social Work Recruitment – Supporting Your Next Career Move

We Do Social Work Recruitment is currently recruiting on behalf of our client for an experienced and committed Inclusion Lead – SEND Complaints.

This is an excellent opportunity for a skilled SEND professional to play a key role in managing and resolving Stage 1 SEND complaints, ensuring concerns are handled promptly, fairly and in accordance with statutory guidance, local policies and best practice.

The successful candidate will work collaboratively with families, schools, education settings and professional partners to seek early resolution wherever possible, while using complaints and feedback to support service improvement and better outcomes for children and young people with SEND.

About the Role

As Inclusion Lead, you will take responsibility for coordinating and managing Stage 1 SEND complaints from initial acknowledgement through to investigation and response.

You will be required to investigate concerns thoroughly and objectively, gather and assess relevant evidence, communicate effectively with families and professionals, and produce clear, accurate and professional responses within agreed timescales.

You will also play an important role in identifying themes and learning from complaints, helping the service to strengthen its practice and improve the experience of children, young people and their families.

Key Responsibilities

• Manage and coordinate all Stage 1 SEND complaints.
• Acknowledge, investigate and respond to complaints within agreed timescales.
• Gather, review and analyse relevant information, records and evidence.
• Communicate effectively with parents, carers, schools and professionals throughout the complaints process.
• Prepare clear, accurate, fair and professional Stage 1 complaint responses.
• Identify key issues, concerns and learning arising from complaints.
• Work collaboratively with services and partner agencies to resolve concerns at the earliest opportunity.
• Ensure complaints are considered fairly, objectively and consistently.
• Escalate complex or high-risk cases to the Senior Inclusion Lead where appropriate.
• Maintain accurate complaint records and monitoring information.
• Identify themes and trends and contribute to service improvement and action planning.
• Support compliance with SEND legislation, statutory guidance, local authority policies and complaints procedures.
• Develop positive relationships with families, schools and partner agencies.
• Promote a culture of openness, learning and continuous improvement.
• Represent the service at meetings relating to complaint investigations where required.

About You

We are looking for a confident and experienced professional who can manage sensitive and sometimes complex concerns with empathy, professionalism and sound judgement.

You will have:

• Knowledge of SEND legislation, guidance and processes.
• Experience of investigating complaints or resolving complex concerns.
• Excellent written and verbal communication skills.
• Strong analytical, investigative and problem-solving abilities.
• Excellent organisational skills and the ability to manage competing priorities.
• The ability to work to deadlines and agreed timescales.
• A commitment to improving outcomes and experiences for children and young people with SEND and their families.

Desirable Experience

It would be advantageous if you have:

• Experience working within a local authority, education or SEND service.
• Knowledge of statutory complaints procedures and dispute resolution processes.
• Experience working with families and multi-agency partners.

Why Apply Through We Do Social Work Recruitment?

At We Do Social Work Recruitment, we connect experienced social care, education and SEND professionals with opportunities where their expertise can make a genuine difference.

We offer professional support throughout the recruitment process and work closely with candidates to help them find roles that match their experience, skills and career aspirations.

The Opportunity

This role offers the opportunity to make a direct contribution to improving the way SEND complaints are managed and resolved, ensuring families are listened to and concerns are addressed effectively.

The successful candidate will help turn feedback and complaints into meaningful learning and service improvement, ultimately contributing to better experiences and outcomes for children and young people with SEND.

How to Apply

If you have the relevant SEND experience and are interested in this opportunity, We Do Social Work Recruitment would love to hear from you.

Please submit your CV and supporting statement outlining your relevant experience and suitability for the role.