Service Manager - SEND Complaints, Resolution & Customer Experience
Location: Reigate, Surrey (Hybrid - 2 days per week in the office)
Rate: 500- 650 per day (DOE)
Are you an experienced SEND leader who can step into a high-profile role and make an immediate impact?
Surrey's SEND service is seeking an experienced Service Manager to provide strategic leadership across complaints, dispute resolution, tribunals and customer experience. This is a fantastic opportunity for a proven SEND professional to influence service delivery, drive improvement and help shape the experience of children, young people and families accessing statutory SEND services.
Working as part of the SEND Senior Leadership Team, you will play a key role in improving outcomes, strengthening relationships with families and education partners, and embedding a culture of continuous improvement across the service.
The Role
You will lead several critical areas of the SEND service, including:
- Developing and implementing strategies to improve customer experience and reduce complaints escalation.
- Leading SEND complaints, enquiries, mediation and dispute resolution functions.
- Overseeing complex and high-profile cases, ensuring robust and timely resolutions.
- Managing SEND Tribunal, Complaints and Complex Cases teams.
- Driving improvements in the SEND customer journey and supporting effective co-production of EHCPs.
- Responding to Local Government Ombudsman enquiries and embedding lessons learned across the service.
- Monitoring performance, analysing trends and identifying opportunities for service improvement.
- Supporting statutory compliance, transformation programmes and wider service development initiatives.
- Building strong relationships with families, schools, health partners and key stakeholders across the SEND system.
About You
We are looking for someone who can hit the ground running and bring substantial experience from a similar SEND leadership role.
You'll have:
- Extensive experience working within SEND services at Service Manager level or above.
- Strong knowledge of SEND legislation, statutory processes, tribunal activity and dispute resolution.
- Experience leading complaints, customer experience or complex case functions.
- A track record of driving service improvement and managing operational performance.
- Strong stakeholder management and influencing skills.
- Experience managing large teams and leading through change.
- The ability to balance strategic leadership with hands-on operational delivery.
Why Join?
- High-impact leadership role within a large and ambitious local authority.
- Opportunity to shape and improve SEND services for children, young people and families.
- Hybrid working with just 2 days per week in the Reigate office.
- Competitive daily rate of 500- 650 per day.
- Work alongside an experienced SEND leadership team on significant service improvement initiatives.
This role would particularly suit an established SEND Service Manager, Head of SEND, SEND Operations Manager, Tribunal & Resolution Lead, Complaints & Customer Experience Manager, or SEND Transformation Lead looking for their next interim challenge.
Please apply today to be considered for this position.
Connect2Surrey is a trading style of Surrey & Kent Commercial Services LLP - A joint venture between Surrey County Council & Commercial Services Kent Ltd. Connect2Surrey is an equal opportunities Employment Agency & Business. It positively encourages applications from all suitably qualified and eligible candidates.
