Job Description

Some key information

Hybrid working model with a balance of home, locality and office working. Based in Taunton, Somerset but with the expectation that casework can be across Somerset 33 days' annual leave (plus bank holidays). Permanent contract - Full time (37 hours per week), all year-round position Grade 8, 49,282 per annum

What will I be doing?

As a Senior Inclusion Lead for Complaints, you will play a key role in ensuring that concerns and complaints relating to Special Educational Needs and Disabilities (SEND) are handled professionally, sensitively, and in line with statutory guidance. You will be the first point of contact for families, schools, and professionals raising concerns about SEND provision, and will work to resolve issues promptly and constructively.



You'll help maintain trust and transparency between the local authority and families by ensuring that complaints are investigated thoroughly, responses are clear and timely, and learning from complaints is used to improve services.

Key Responsibilities

Manage and respond to formal and informal complaints relating to SEND services, including Education, Health and Care Plans (EHCPs). Liaise with parent carers, settings, and professionals to understand concerns and facilitate resolution. Ensure all complaints are logged, tracked, and responded to within statutory timescales. Work closely with SEND case officers, legal teams, and senior managers to investigate and respond to complex cases. Identify themes and trends in complaints and contribute to service improvement planning. Provide advice and guidance to colleagues on complaint handling and resolution.

What kind of experience or qualifications do I need?

We're committed to helping you thrive with ongoing support, training, and professional development. To hit the ground running, we'd love for you to bring:


A relevant qualification in education, social care, law, or public administration (e.g. NVQ Level 4+, degree, or equivalent) Strong understanding of SEND legislation, including the Children and Families Act 2014 and the SEND Code of Practice. Experience in complaint handling, casework, or customer service within education, health, or social care settings. Excellent communication and interpersonal skills, with the ability to manage sensitive conversations and build trust. Ability to analyse complex information and write clear, professional responses. Experience working with families of children with SEND and an understanding of the challenges they face. Strong organisational skills and attention to detail. A commitment to inclusive practice and continuous service improvement. Any additional training or qualification in conflict resolution, safeguarding, or inclusive practice.

We're proud to be here for the people of Somerset. And that means everyone in Somerset. An important part of this is ensuring that we are as diverse and inclusive as the people and communities we serve.



We welcome applications from a diverse range of backgrounds and experiences to enrich our team. You can always contact the hiring manager for a chat if there's anything you want to talk about before you apply.

What's in it for me?

We are proud to offer an environment that is supportive and rewarding, working as part of a team who are passionate about the work they do to improve the lives of people in Somerset.



We offer great training and development opportunities, with supportive management. As well as this, we have some fantastic employee benefits available:


We promote a healthy work-life balance and offer flexible working arrangements wherever possible, including working from home. Generous annual leave allowance, with the opportunity to purchase additional leave Staff discounts in gyms. Employee Assistance for the times you may need some support and a variety of employee wellbeing services. Auto enrolment onto our generous Pension Scheme and optional pension enhancement through our Additional Voluntary Contribution scheme. A Flexible Benefits Scheme via salary sacrifice to obtain a cycle for work and health screenings. My Staff Shop offering discounts in shops, online shopping, restaurants, cinema tickets, insurance benefits and more

Anything else I should know?

The Salary for the Senior Inclusion Lead is Grade 8, 49,282 per annum.



For an informal chat about the role, you can contact Katie Knight, Service Manager - Dispute Resolution at katie.knight@somerset.gov.uk



Interviews will take place on Friday 14th November 2025.



If you have everything you need, just hit the apply button. We can't wait to hear from you.

DBS information

In this role, you will require a criminal background check via Disclosure and Barring Service.



Job Reference: SCC05925