Tribunal and Complaints Officer

Full time Civic Recruitment Limited United Kingdom

Posted On 25/06/2026

Job Information

Work Experience Management Experience

75000

Interim & Executive Management

City Liverpool

Province Merseyside

Postal Code L1

Job Description 3 Month Contract With A Local Authority

Job Purpose

The Tribunal and Complaints Officer will provide specialist support to the SEND service by managing and resolving complaints and tribunal cases, helping to reduce backlogs and improve service performance. The role will focus on ensuring complaints and SEND tribunal matters are handled efficiently, professionally, and in accordance with statutory requirements, while supporting the Council's objective of reducing the number of escalated complaints and appeals. This interim position is designed to provide additional capacity and expertise during a period of increased demand.

Key Responsibilities

• Manage a caseload of SEND complaints and tribunal cases, ensuring compliance with statutory timescales and procedural requirements.
• Investigate, coordinate, and respond to complaints relating to Special Educational Needs and Disabilities (SEND) services.
• Prepare high-quality responses to complaints, enquiries, and appeals, ensuring accuracy and consistency.
• Coordinate tribunal processes, including gathering evidence, preparing documentation, and liaising with relevant stakeholders.
• Work closely with SEND teams, legal services, education providers, and families to resolve disputes and achieve positive outcomes.
• Review existing cases and identify opportunities for early resolution to reduce escalation to formal complaints or tribunals.
• Support the reduction of complaint and tribunal backlogs through effective case management and prioritisation.
• Maintain accurate records, case files, and management information relating to complaints and appeals.
• Monitor outcomes and identify trends, risks, and areas for service improvement.
• Provide advice and guidance to colleagues on complaints handling, SEND legislation, and tribunal procedures.
• Contribute to service improvement initiatives aimed at reducing future complaints and appeals.
• Ensure all work is undertaken in line with relevant legislation, statutory guidance, policies, and procedures.

Requirements

• Proven experience managing SEND complaints and tribunal processes within a local authority or education setting.
• Strong understanding of SEND legislation, the SEND Code of Practice, and tribunal procedures.
• Experience investigating complaints and preparing formal responses.
• Experience preparing and coordinating tribunal documentation and evidence.
• Ability to manage a high-volume caseload and meet statutory deadlines.
• Excellent written communication and report-writing skills.
• Strong organisational and case management abilities.
• Ability to work collaboratively with families, schools, legal teams, and internal stakeholders.
• Experience identifying solutions and resolving complex or sensitive cases.
• Strong attention to detail and ability to maintain accurate records.
• Experience working within a local authority SEND service.
• Experience supporting service improvement initiatives relating to complaints or tribunals.
• Knowledge of mediation and dispute resolution processes.
• Experience using case management systems and performance reporting tools.

Additional Information

• Contract Type: Interim assignment providing short-term additional capacity.
• Hours: 35 hours per week.
• Location: Hybrid working - 2 days per week on site.