Customer Relations and Appeals Coordinator

About the Team

The role forms part of the Transport Delivery service within the Transport Entitlement Team. The team acts as the first point of contact for home to school travel assistance and works collaboratively with a wide range of internal and external stakeholders.

About the Role

The role is responsible for coordinating and delivering the Home to School Transport appeals process, working closely with colleagues across Transport Delivery to ensure all applications for travel assistance are assessed and processed in line with policy. It also supports the Commissioning Manager for Home to School Transport in developing and maintaining clear policies and procedures relating to complaints and appeals. In addition, the role plays a key part in reviewing and improving processes, ensuring complaints are managed effectively and that feedback from customers, contractors and professionals, whether complaints or compliments, helps drive ongoing service improvement.

Key Requirements

• A Level 4 qualification (or equivalent experience) in a transport or education environment.
• Strong knowledge of legislation surrounding Home to School Travel Assistance and eligibility, including areas of SEND.
• Proven ability to investigate cases, maintain accurate records, and produce clear written reports for various stakeholders.
• Excellent communication and interpersonal skills, with confidence in decision making.
• Solid understanding of safeguarding, confidentiality and data protection.

For further information please see the Job Description and Person Specification.

Working for Warwickshire - This is the difference you make

Warwickshire County Council is a place where everyone feels valued, included, safe, supported, and welcome. Our people are at the heart of this vision, could you be one of them!

At Warwickshire County Council we are committed to ensuring Warwickshire's economy is vibrant and supported by the right jobs, training, skills and infrastructure. Our people vision for Warwickshire County Council is a great place to work where diverse and talented people are enabled to be their best.

Your future matters to us, we provide a generous pension scheme which includes an employer contribution rate of typically around 19 percent per month, to help support your financial security during retirement. The scheme also offers a valuable package of benefits for members and their dependants. To find out more please visit: Warwickshire Pension Fund homepage - Warwickshire Pension Fund

The benefits we offer include agile working, a valuable part of the pay and reward package for employees working in local government, generous annual leave entitlement, plus bank holidays and an additional day at Christmas, and access to Vivup benefits and discounts platform.

Click here to view the benefits at Warwickshire County Council.

Additional Information

To discuss the role please contact Kirsty Anderson via

Closing date: 15/4/2026
Interview date: 29/4/2026 or 1/5/2026

Should you require application forms in an alternative format / language or any adjustments to be made throughout the application process or upon appointment, please contact and we will make every effort to meet your specific requirements.

Warwickshire County Council is committed to equality of opportunity for all employees and is keen to address areas of under representation in its workforce. See more