SEND Tribunals and Complaints Service Manager

This role has a starting salary of 73,317 per annum, based on a 36-hour working week.

We are excited to be hiring a Service Manager to join our Special Educational Needs and Disabilities (SEND) service.

This role is based in Woking and will require the post holder to work from the office or visit schools and settings for the majority of the working week, with some flexibility for agile working. You must be able to travel to schools and settings at short notice where the need arises.

Our Offer to You

• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service (prorated for part time staff)
• 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 Team

At Surrey, 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 achieving this. We encourage our SEND and Inclusion Services to work closely and collaboratively to deliver timely and purposeful casework that supports the best possible outcomes for vulnerable children and young people. Relational and restorative working practices underpin our work with stakeholders, partners, children, young people and families.

About the Role

This role will provide strategic leadership and operational oversight across key areas of the SEND service, with a particular focus on strengthening service-user experience, supporting effective business-as-usual delivery, and contributing to continuous improvement across statutory SEND functions. Key responsibilities include:

• The development and implementation of a complaints prevention and resolution strategy, ensuring timely, effective and person-centred responses to parents, carers and stakeholders, while working closely with relevant service managers to reduce escalation and improve customer experience.
• The oversight of SEND complaints, enquiries and dispute resolution, identifying learning from complaints and embedding continuous service improvement across SEND.
• The development and implementation of the SEND customer journey strategy, ensuring children and young people, parents, carers and education providers are appropriately supported through the statutory SEND process and that EHCPs are co-produced.
• The leadership and management of Mediation and Dispute Resolution Services, promoting early resolution of concerns and reducing escalation to formal complaints and tribunal activity.
• The development and implementation of relational and restorative practice across the SEND service, strengthening relationships with families, schools and partner agencies.
• The oversight of SEND responses to Local Government Ombudsman (LGO) enquiries and recommendations, ensuring risks are effectively managed and lessons learned are embedded.
• The monitoring and reporting of key performance indicators relating to communications, complaints, dispute resolution, Ombudsman activity and tribunal trends.
• Acting as a key point of contact for service users and, as a SEND Service Manager, contributing to the wider business-as-usual effectiveness of the SEND service by supporting clear communication, responsive practice and joined-up working across teams.

Working as part of the SEND senior leadership team, you will contribute to the strategic development, operational effectiveness and continuous improvement of SEND services. This will include supporting statutory compliance, driving service transformation, contributing to improvement programmes, and providing expert advice on SEND legislation, disputes and tribunal practice. You will also represent the Local Authority at partnership forums and help manage emerging operational, legal and reputational risks.

You will provide leadership for the SEND Tribunal, Complaints, and Complex Cases and Resolutions functions, ensuring disputes, complaints and enquiries are managed effectively and in a timely manner. You will oversee quality assurance, deliver training on SEND legal processes and tribunal practice, and monitor performance relating to tribunals, complaints, Ombudsman activity and customer experience to support continuous service improvement. You may also line manage other service areas, depending on experience.

You will work collaboratively across Surrey County Council, health partners, schools, colleges, voluntary sector organisations, elected members, parents, carers and young people to improve outcomes and strengthen confidence in SEND services. The role requires the ability to manage competing priorities, oversee complex and high-profile cases, mitigate service risks, exercise sound judgement within delegated authority, and influence stakeholders across a complex SEND system.

Your Application

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

• Working Knowledge of the Children and Families Act 2014 and how this applies to the work of SEND teams in delivering the statutory EHC needs assessment process; statutory Annual Reviews; and statutory Key Stage Transfer processes.
• Understanding of Legal and Tribunal Operations
• Evidence of leadership within SEND (or linked service)
• Understanding of the needs of Families, Young People and Schools
• Awareness of the local and national pressures impacting SEND
• Understanding of the value of relational working.
• Ability to regularly visit schools and settings, including with little notice

To apply, please submit a CV and a personal statement of no more than 650 words.

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.

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.

The job advert closes at 23:59 on the 6th September 2026 with interviews planned to follow.

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

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 on our website.

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.