Location
Westway Information Centre, Kensington & Chelsea Citizens Advice

Hours
Full Time (details to be confirmed)

Salary
£40,404 per annum

About the Role
Support children and young people with complex needs, ensuring they receive the right help at the right time. Working as a Complex Case Officer in our Special Educational Needs (SEN) Service means making a tangible difference every day. You’ll help ensure children and young people with additional needs get the education, care and support they deserve. This role is about teamwork, precision and compassion — balancing complex casework with a genuine commitment to helping families and schools thrive.

You’ll be based in the Borough for 3 days a week, playing a key role in serving the local community. Whether you’re working on the frontline or behind the scenes, you’ll be part of a dedicated team making a real difference to residents’ lives.

You’ll manage statutory and non-statutory casework for some of the borough’s most vulnerable pupils, ensuring that all legal responsibilities are met under the Children and Families Act 2014 and the SEN Code of Practice. Your day-to-day work will be varied and fast-moving. You’ll handle a caseload that includes complex cases and those involving legal proceedings, ensuring that Education, Health and Care Plans (EHCPs) are completed, reviewed and updated on time.

You’ll pay particular attention to pupils with additional vulnerabilities — such as children who are Looked After, on Child Protection Plans or receiving education outside of school — providing the consistent support and oversight they need. You’ll liaise daily with schools, parents, social workers and health professionals to keep cases moving, always maintaining accurate records on the case management system.

You’ll also play a key role in school transitions, making sure pupils with EHCPs move smoothly between primary, secondary and post-16 settings. This is a frontline role where attention to detail and empathy go hand in hand. You’ll be a steady, reliable presence for families navigating complex systems, and a confident coordinator for professionals working to deliver joined-up support.

For further details, please review the Job Description and Person Specification.

Experience
Hands-on experience managing casework or a caseload in an education, health or local authority setting. Experience working within the SEN field and familiarity with case management systems and Excel for tracking progress and reporting.

About you
Excellent communication skills with the ability to build trust with parents, schools and professionals. Empathy and resilience in difficult conversations, confidence to negotiate and resolve issues. Commitment to core values: putting communities first, respecting difference, acting with integrity and working collaboratively. Pride in doing what’s right for children and families and doing it well.

Qualifications
Educated to A-Level or equivalent work experience in the SEN field. Sound understanding of key legislation governing SEND, including the Children and Families Act (2014), the SEN Code of Practice (2015) and the Education Act (1996).