Contract to start ASAP

Duration: 12 weeks with a possible extension.

Job Purpose

The Tribunal and Complaints Officer is responsible for managing, investigating, and responding to complaints, appeals, and tribunal cases relating to Council services.

The role ensures that complaints and tribunal matters are handled fairly, efficiently, and in accordance with relevant legislation, policies, procedures, and service standards.

The postholder will act as a key liaison between service departments, legal teams, external agencies, and customers to support effective case resolution and continuous service improvement.

Reducing the number of complaints and tribunals is a corporate priority. Interim specialist and knowledgeable support is required to clear the backlog of complaints and tribunals within SEND.

The candidate must have a proven track record in SEND complaints and tribunal processes.

This is just an interim post to provide additional capacity on a short-term basis and is not anticipated to be a long-term or permanent post.

Responsibilities

Manage and coordinate a portfolio of complaints, appeals, and tribunal cases from receipt through to resolution, ensuring compliance with statutory and organisational deadlines.

Undertake thorough investigations into complaints and disputed decisions by reviewing evidence, policies, procedures, and relevant legislation.

Prepare comprehensive case files, reports, submissions, and supporting documentation for tribunal hearings, appeals, and senior management review.

Draft clear, professional, and legally compliant correspondence, including complaint responses, decision letters, and appeal outcomes.

Work closely with service departments to obtain information, challenge findings where necessary, and ensure accurate case assessments.

Represent the Council's interests during tribunal proceedings, hearings, case conferences, and meetings with stakeholders where appropriate.

Monitor and track case progress using designated case management systems, ensuring records are accurate, complete, and up to date.

Liaise with external bodies, including tribunals, ombudsman services, legal representatives, advocacy organisations, and government agencies.

Provide advice and guidance to managers and service teams on complaint handling, appeals processes, and procedural compliance.

Identify risks, emerging issues, and recurring themes from complaints and tribunal outcomes, escalating concerns where appropriate.

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

OR106089-06-26