Job Description:

Job Opportunity: SEND and Inclusion – Complaints and Redaction Support Coordinator

Grade: K
Directorate: Children’s Services
Service: SEND and Inclusion

Make a difference. Improve services. Help ensure every voice is heard.

Are you highly organised, detail-oriented and confident dealing with complex and sensitive information? Do you have excellent written communication skills and a passion for delivering high-quality customer service?

We are looking for a proactive and committed SEND and Inclusion – Complaints and Redaction Support Coordinator to join our Children’s Services team.

This is an important role supporting the effective management of complaints and information requests, ensuring that concerns are handled professionally, responses are timely and fair, and valuable learning is used to improve services for children, young people and their families.

You will also provide specialist redaction support, ensuring sensitive and confidential information is handled appropriately and in accordance with relevant legislation and best practice.

About the Role

Working closely with the SEND Service Manager, you will play a key role in coordinating and supporting the complaints and information requests process, including Freedom of Information (FOI) requests, Subject Access Requests (SARs) and requests for disclosure.

You will be responsible for reviewing information, gathering evidence and preparing clear, balanced and accurate responses to complaints. You will need to demonstrate sound judgement, impartiality and the ability to communicate effectively when dealing with challenging or sensitive situations.

A significant part of the role will involve providing high-quality redaction support, particularly across the Inclusion Service, ensuring documents containing personal and special category data are appropriately reviewed and redacted.

Key Responsibilities

• Coordinate and support Stage 1 complaints and information requests, ensuring they are handled efficiently and professionally.

• Gather and analyse evidence to prepare clear, concise and balanced complaint responses.

• Monitor deadlines and ensure responses comply with statutory timescales, legislation and Council requirements.

• Identify opportunities for organisational learning, helping services improve and reduce repeat complaints.

• Support the monitoring, analysis and reporting of complaints and information request performance.

• Provide specialist redaction support, ensuring confidential and sensitive information is handled securely and appropriately.

• Offer advice and guidance to colleagues, external partners and providers on redaction processes and best practice.

• Build effective working relationships with managers and colleagues across Children’s Services.

• Help identify improvements to processes, policies and service delivery.

About You

We are looking for someone who can demonstrate:

• Excellent written and verbal communication skills, with the ability to produce clear, accurate and professional correspondence.

• Strong organisational skills and the ability to manage competing priorities and deadlines.

• Experience of handling complaints, information requests or sensitive and confidential information.

• The ability to review, interpret and analyse complex information and evidence.

• Excellent attention to detail, particularly when reviewing documents and identifying information requiring redaction.

• A good understanding of data protection legislation, including UK GDPR and the Data Protection Act 2018, or the ability to develop this knowledge.

• The confidence to communicate professionally and sensitively when dealing with challenging situations.

• The ability to work independently while building positive and effective relationships with colleagues and stakeholders.

• A commitment to continuous improvement, equality, diversity and delivering high-quality services.

Why Join Us?

This is an opportunity to take on a varied and rewarding role where your work will make a real difference.

You will contribute to improving the experience of children, young people and families accessing SEND and Inclusion services, ensuring concerns are listened to, information is handled responsibly and lessons learned lead to meaningful service improvements.

You will be part of a team that values collaboration, accountability, professionalism and continuous improvement.

Interested?

If you are passionate about getting things right, have a keen eye for detail and want to use your skills to make a positive difference across Children’s Services, we would love to hear from you.

Apply today and become part of our SEND and Inclusion team.