Tribunal and Complaints Officer- Hybrid
Ackerman Pierce Ltd
Liverpool City Council is seeking an experienced Tribunal and Complaints Officer to join its SEND Service on an interim basis. This role has been created to provide additional capacity and support the council's priority of reducing the number of SEND complaints and tribunal cases, while assisting with the clearance of an existing backlog.
The successful candidate will be a specialist in SEND complaints and tribunal processes, working closely with families, schools, legal representatives, and partner agencies to ensure complaints and appeals are managed effectively, statutory responsibilities are met, and positive outcomes are achieved for children and young people with Special Educational Needs and Disabilities (SEND).
Main Duties:
- Manage a caseload of SEND complaints, mediations, and tribunal appeals in accordance with statutory requirements and local procedures
- Investigate and respond to SEND complaints, ensuring responses are comprehensive, timely, and compliant with corporate complaints procedures
- Prepare, coordinate, and submit tribunal case files, written responses, witness statements, and supporting evidence within required timescales
- Represent the Local Authority at SEND Tribunal hearings, mediations, Judicial Alternative Dispute Resolution (JADR) meetings, and other appeal-related proceedings where required
- Liaise with parents, carers, legal representatives, schools, educational settings, and multidisciplinary professionals throughout complaints and appeal processes
- Review Education, Health and Care Plans (EHCPs) and associated evidence to support complaints investigations and tribunal activity
- Seek opportunities for early dispute resolution and work proactively to reduce escalation of complaints and appeals
- Provide advice and guidance to SEND colleagues regarding complaints handling, tribunal procedures, and statutory responsibilities
- Ensure compliance with SEND legislation, tribunal directions, complaints procedures, and statutory deadlines
- Maintain accurate records and update relevant case management systems
- Monitor case progression and provide regular updates to senior managers and key stakeholders
- Contribute to service improvement initiatives aimed at reducing complaints, appeals, and tribunal activity across the SEND Service
Requirements:
- Proven experience managing SEND complaints and tribunal cases within a Local Authority environment
- Strong knowledge of the Children and Families Act 2014, SEND Code of Practice, SEND Regulations, and Tribunal procedures
- Experience preparing and managing SENDIST Tribunal casework, written submissions, complaint responses, and legal documentation
- Experience attending and representing a Local Authority at Tribunal hearings, mediations, and dispute resolution meetings
- Excellent understanding of EHCP processes and SEND legislation
- Strong negotiation, mediation, and conflict resolution skills
- Excellent written communication skills with the ability to produce clear, accurate, and legally compliant documentation
- Strong organisational skills and the ability to manage a complex caseload effectively
- Experience working collaboratively with families, legal representatives, schools, and multidisciplinary professionals
- Experience using SEND case management systems would be advantageous
- Ability to work independently while contributing positively to a wider SEND team
Why Join Our Agency?
With over 10 years' experience in SEND and public sector recruitment, Ackerman Pierce provides a dedicated and supportive service throughout your placement. Each candidate is assigned a consultant for full support from registration through to completion of assignment. We offer a fast and efficient onboarding process, DBS assistance, and weekly pay.
To discuss this Tribunal and Complaints Officer (Liverpool) role, please contact Ella Hajittofis or send your updated CV today.
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