Correspondence Officer

| Salary £32,061-£36,363 Per annum | Permanent, Full Time, 37 hours per week | Inclusion Service | Lancashire, Countywide/Hybrid |
Pay Award Pending
International Sponsorship - this role is not open to international sponsorship
Be the Voice That Helps Every Other Voice Be Heard. Shape Communication That Changes Services for Children.
If you're someone who cares deeply about clear communication, meaningful engagement and improving experiences for children, young people and families - this is a role where your impact will be felt every day.
Lancashire's Inclusion Service is strengthening how we listen to, learn from and act on the voices of those we support. As our Correspondence Officer, you will play a key role in ensuring that feedback, enquiries, complaints and communication are handled professionally, sensitively and consistently - helping to shape a service that responds openly, compassionately and effectively.
You will help ensure that every message families receive is clear, accurate and aligned with our values. Your work will directly support children and young people with SEND by driving improvements in how services communicate, collaborate and deliver.
This is more than a communications role - it's a chance to make sure families feel heard, respected and supported.
About the Role
As Correspondence Officer, you will oversee the end-to-end management of enquiries, complaints, feedback and formal correspondence into the Inclusion Service. You will provide guidance to officers, ensure consistency in responses and lead quality assurance of all written communication - including correspondence involving senior leaders, elected members and external organisations.
You will develop and maintain systems to gather, analyse and report feedback from children, families, schools and partners, producing insights that directly inform service development. You will support compliance activity, including Freedom of Information requests and Subject Access Requests, and ensure that officers stay up to date with local and national SEND developments.
Your work will support the Local Offer, improve communication processes across the service and contribute to continuous improvement. You will also deliver updates and training for staff, helping to build communication confidence and consistency across the service.
This is a role for someone who excels in communication, has strong analytical skills and enjoys making complex information accessible, accurate and meaningful.

You will bring experience working with children, young people, families or the public, along with strong skills in communication, conflict resolution and stakeholder engagement. You can analyse and interpret complex information, manage sensitive enquiries with professionalism and produce high-quality written responses.
You understand SEND legislation, safeguarding principles and the wider landscape of services that support children and young people. You're confident using data, producing reports, handling complaints and managing competing priorities.
You work well independently and collaboratively, and you're passionate about ensuring that families' voices shape the service they receive.
You will hold a relevant qualification or equivalent experience, along with GCSE grade 5 (or equivalent) in English and Maths. This is an essential car user post, and you must be able to provide a vehicle insured for business use.

We offer hybrid working, flexible hours and a culture that prioritises wellbeing. You'll receive 26 days' annual leave (rising to 32 with service), 10 bank holidays and the option to purchase additional leave. You will also benefit from the Local Government Pension Scheme, our Employee Assistance Programme and a wide range of staff discounts and salary-sacrifice options.
Development that grows with you
You'll receive a thorough induction, ongoing CPD opportunities, and support to develop your communication, analysis and service-improvement skills. Regular supervision, reflective practice and strong peer support are embedded in how we work.
A culture grounded in inclusivity
We value diversity, flexibility and collaborative working. We promote a supportive culture where staff are empowered to share ideas, develop professionally and contribute to service improvement.