Business Support Officer (BR6)

MAIN PURPOSE: To provide accurate, timely and confidential business support to the SEND Tribunals and Mediation Service, helping the Council meet its statutory duties under the Children and Families Act 2014 and the SEND Code of Practice 2015. The post holder will support case tracking, evidence management, communication with families and professionals, and the preparation of tribunal and mediation documentation.

SUMMARY OF RESPONSIBILITIES AND DUTIES: The duties of the post are set out below. The post holder may also be asked to undertake other tasks that are appropriate to the grade and purpose of the role as directed by the Business Support & Finance Manager.

Provide clerical, administrative and IT support to the SEND Tribunals and Mediation Service, responding promptly to business support queries and service requests.

Manage incoming telephone calls and emails from the SEND Tribunal, parents, carers, young people and representatives, responding appropriately and signposting to mediation, appeal routes and statutory timescales.

Liaise sensitively and professionally with families, schools, settings, legal representatives, health and social care partners, and internal SEND colleagues throughout the mediation or tribunal process.

Monitor, record and follow up evidence received from parents, representatives, schools, health, social care and other partners to support timely case progression.

Collate relevant papers, record decisions accurately, and communicate outcomes through the Council’s agreed IT systems and processes.

Maintain robust document management for statutory tribunal appeals, including electronic bundle preparation, evidence tracking and accurate case records . Ensure that personal and sensitive information is handled securely and in line with GDPR, Council policies and agreed retention procedures.

Liaise with SEN Finance to provide accurate updates on tribunal and mediation costs, outcomes and related financial information.

Prepare accurate and timely responses for appeals, evidence requests and tribunal bundles, ensuring information is complete and submitted within required timescales.

Maintain diary management and tracking arrangements for appeals, mediations, key deadlines and follow-up actions. Coordinate data for Freedom of Information requests and support the preparation of SEND Governance Board information where required.

Undertake any other duties commensurate with the grade of the post to support the efficient and effective running of the service.

CONTACTS AND RELATIONSHIPS: Provide a high-quality, responsive and professional service to children, young people, families, schools, settings, partners, providers and stakeholders. Establish and maintain effective working relationships with internal colleagues across education, health, social care, finance, legal services and SEND teams to support coordinated case progression. Communicate clearly and sensitively with parents, carers, young people and representatives, recognising that tribunal and mediation matters can be complex and stressful for families.

MANAGEMENT AND LEADERSHIP: Participate positively in the Council’s performance appraisal, performance development and service improvement arrangements to support personal development and effective service delivery.

Contribute to an organisational culture that values equality, diversity, inclusion, respectful communication and continuous improvement.