SEND Engagement & Complaints Officer

We are looking for an organised, compassionate and solutions-focused Engagement and Complaints Officer to join our Statutory SEND Service.

This is an important role at the heart of our work with children and young people with special educational needs and disabilities, their families, education settings and partner agencies.

You will lead on the coordination of complaints, enquiries and feedback, ensuring that responses are timely, accurate, evidence-based and written in a clear and respectful way.

You will also support meaningful engagement with children, young people, parents, carers and stakeholders so that their experiences help shape service improvement.

You will be an excellent communicator with strong analytical, written and organisational skills.

You will be confident working with complex and sensitive information, balancing empathy with the need to provide clear, evidence-based responses and maintain the council’s position where appropriate.

You will be able to build constructive relationships with families, colleagues and partners, manage competing deadlines and remain calm in challenging situations.

Experience of complaints handling, customer engagement, casework, education, children’s services or SEND would be particularly valuable.

The London Borough of Barking & Dagenham is a vibrant and diverse community with a range of opportunities and challenges.

The borough is changing, with a focus on improving services and supporting the local community.

As an employer, we offer a range of benefits, including flexible working, professional training and career development, and wellbeing initiatives.

We are committed to providing an inclusive and accessible recruitment process.