Complaints and Resolutions Officer

Job description

Description

This permanent, full-time position has a starting salary of £38,090 per annum based on a 36-hour working week.

We have a great opportunity for a Complaints and Resolutions Officer to join our fantastic SEND Complaints and Resolution Team based in at Victoria Gate in Woking.

We support hybrid working with the right balance. We come together in person for 2 days per week on average (40% of the working week) and support working from home the rest of the time.

Our Offer to You

• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service plus bank holidays
• Option to buy up to 10 days of additional annual leave
• A generous local government salary related pension
• Up to 5 days of carer's leave and 2 paid volunteering days per year
• Paternity, adoption and dependents leave
• An Employee Assistance Programme (EAP) to support health and wellbeing
• Learning and development hub where you can access a wealth of resources
• Wellbeing and lifestyle discounts including gym, travel, and shopping
• A chance to make a real difference to the lives of our residents

About the Role

At Surrey County Council, we are committed to ensuring that all children and young people with SEND receive an outstanding service, and we are well on our journey towards offering this. Relational and restorative working underpins all our practice with stakeholders, partners, clients and customers.

We're now looking for compassionate, knowledgeable, and proactive people who can build trusted relationships and communicate clearly. Our young people want adults who listen, explain things honestly, and keep them at the centre of every decision. Parents and carers value empathy, strong organisational skills, and a deep understanding of SEND legislation and diverse needs. Schools need consistent, accessible professionals who are experts in SEND and can guide them through the system with clarity and confidence. If you're committed to collaboration, advocacy, and making things happen, we'd love to hear from you!

The SEND Complaints and Resolution Team help ensure Surrey County Council provides a quality service in relation to complaints and customer relations procedures.

You will play a key role in early resolution; working with operational teams to deliver a solution focused, customer orientated service, with the aim of preventing escalation to Stage 2, MP/Cllr enquiries, or Local Government and Social Care Ombudsman (LGSCO) investigations.

Your key responsibilities as a Complaints and Resolutions Officer will include:

• Managing a caseload of SEND complaints across Stage 1 and Stage 2, ensuring compliance with corporate timescales and statutory requirements
• Drafting clear, high-quality and relational written responses to families
• Working with operational teams to achieve early resolution and reduce escalation
• Providing administrative support for the Complaint and Resolutions Managers
• Analysing data and themes to provide data for high level reporting
• Supporting responses to Local Government and Social Care Ombudsman (LGSCO) investigations, ensuring evidence-based submissions

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours :

• Experience of managing complaints within a statutory or public sector environment
• Experience of working with SEND legislation and understanding of Stage 1 and Stage 2 complaint processes and governance
• Knowledge or experience of LGSCO investigations and requirements
• Awareness of SEND statutory processes and links to tribunal activity
• Excellent written communication skills and ability to handle sensitive situations
• Strong organisational skills and ability to manage competing priorities

To apply, we request that you submit a CV and answer the following 4 questions:

1. Please describe your experience of managing complaints within a statutory or public sector environment, including how you ensure compliance with timescales and governance requirements
2. Please provide an example of a complex or sensitive complaint you have responded to. How did you ensure your written response was clear, empathetic and outcome-focused?
3. Please describe how you have worked with operational teams or stakeholders to resolve issues at an early stage and prevent escalation to formal complaints, Ombudsman or tribunal.
4. How have you identified themes or learning from complaints and used this to influence service improvement or practice change?

Join Surrey County Council and be part of a service that is ambitious, collaborative and dedicated to making a real difference.

The job advert closes at 23:59 on 11/10/2026 with interviews planned to follow.

Before submitting your application, we recommend you read the job description and Our Life at Surrey handbook to get an insight into working at Surrey.

We look forward to receiving your application, please click on the apply online button below to submit.

Contact Us

Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment. Please contact Rhianwen Best via email on [email protected]

Local Government Reorganisation (LGR)

Surrey County Council is undergoing Local Government Reorganisation, moving from a two-tier system to two new unitary councils in April 2027. If you are employed by Surrey on 1st April 2027, your role will transfer with current terms and conditions to one of the new organisations, supporting local devolution and greater powers for our communities.

Join our dynamic team and shape the future of local government. Make a lasting impact with innovative solutions and improved services for our community. Help us build a brighter future for our residents! Please see more information here: Information for applicants on Local Government Reorganisation - Surrey County Council.

Our Commitment

We are a disability confident employer which means if you have shared a disability on your application form and have evidenced you meet the minimum shortlisting criteria as displayed on the advert, we guarantee you an interview.

Your skills and experience truly matter to us. From application to your first day, we're committed to supporting you with any adjustments you need, we value inclusion and warmly welcome you to join and help build a workplace where everyone belongs.

Files to download

• Complaints and Resolutions Officer - Job Description (PDF)

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