TEMP Customer Relations Officer - Inclusion & Learning
- Full Time
- £28,608 per annum (£14.83 per hour)
Temporary for up to 6 months
Devon County Council is establishing a temporary specialist Customer Relations team to strengthen how we manage, respond to and resolve complaints and disputes relating to SEND and Inclusion.
We are looking to recruit an Inclusion and Learning Customer Relations Officer who is highly organised, empathetic and solution‑focused, with a strong commitment to resolving issues at the earliest possible point for children, young people and their families.
This is a key role supporting improved experiences and outcomes by ensuring complaints and concerns are handled efficiently, fairly and in line with statutory requirements.
About the role
You will support the administration, implementation, monitoring, review and resolution of complaints and disputes across Inclusion and Learning, with a particular focus on SEND. Working as part of a specialist team, you will act as a central point of coordination for feedback, enquiries and complaints, ensuring timely responses and high‑quality communication.
This role involves daily liaison with families, schools, colleagues across Inclusion and Learning, partner agencies and senior managers, often in sensitive or challenging situations.
Key responsibilities
- Act as a first point of contact for complaints, concerns, feedback and general enquiries relating to SEND and Inclusion.
- Coordinate the day‑to‑day management of complaints and disputes, ensuring cases are logged, tracked and progressed in line with statutory guidance and council policy.
- Support early resolution by gathering information, facilitating communication and escalating issues appropriately where required.
- Monitor timescales and performance to ensure compliance with complaint regulations and agreed standards.
- Maintain accurate electronic and physical records using complaint management systems, databases and spreadsheets.
- Provide clear, timely and empathetic advice and information to families, professionals and internal colleagues.
- Support investigation and review processes, including preparation of documentation and reports.
- Produce performance data and reports to support service improvement and learning.
About you
You will be calm, robust and compassionate, with the ability to handle sensitive conversations professionally and confidently. You will be able to manage competing priorities, work accurately under pressure and demonstrate excellent customer service skills.
Essential requirements
- Experience of working in a busy administrative or customer‑focused environment
- Excellent communication and interpersonal skills, including confidence dealing with distressed or angry customers
- Ability to work on your own initiative and manage a varied workload
- Strong organisational skills and attention to detail
- Commitment to confidentiality, data protection and high standards of customer service
- Competent IT skills, particularly in Microsoft Office (including Excel and databases)
- Good literacy and numeracy skills, with English and Maths to at least GCSE level (or equivalent)
Desirable
- Experience of working within local government, social care, SEND, education or health settings
- Knowledge of complaints procedures, FOI, SARs or data protection legislation
- Experience using complaint or case management systems
- Qualifications in office administration or equivalent experience
How to apply
Internal Applicants, please note: If you are an existing DCC employee, please use your iTrent Employee Self Service (ESS) details to log in and apply.
Please upload a CV with your application.
Click apply now to see the full Job Description and Person Specification.
- DCC embraces the positive benefits of a diverse workforce and is committed to providing an environment that is inclusive and safe. We welcome applications from people who share our commitment to stop discrimination, challenge inequality and promote diversity across Devon. More information can be found on our Equality and Diversity webpages.
- Happy to Talk Flexible Working - The Council offers flexible working arrangements in terms of when and where people work e.g. hybrid working, part-time, condensed hours etc.
- We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect all staff and volunteers to share this commitment.
- This role requires the ability to fulfil all spoken aspects of the role with confidence and fluency in English.
- Personal data we collect from you will be processed in accordance with the Applicant privacy notice.
- For more information about Working for Devon please visit our Working for Devon page.
- We cannot consider visa sponsorship at this time. UK Right to Work is required. For further guidance on right to work in the UK, please visit: Work in the UK - GOV.UK (www.gov.uk).
- This role requires a DBS disclosure.
Reference: REQ010476
Job Details
- OrganisationDevon County Council
- Work Location
- Work Postcode
- Reference
REQ010476
- Occupational GroupAdministrative, Secretarial & Office Support
- Salary Details
£28,608 per annum (£14.83 per hour)
- Job TermTemporary
- Appointment TypeFull Time
- Hours
37 hours per week
- Closing Date
03/09/2026
- DBS Check Required
Yes