Complaints & Information Governance Lead (Hybrid)

Diocese of Chester; Runcorn; Hybrid; GBP 38,000 - 52,000; Full time

Job summary

Chester Diocesan Academies Trust (CDAT) is seeking a Complaints Manager to join our central team. This role leads day-to-day management of complaints, ensuring fair, consistent and professional handling across the Trust.

The postholder will advise Headteachers and colleagues, manage complex formal complaints, undertake investigations when required, and support early resolution wherever possible. The role also liaises with external Data Protection Officer on information governance matters.

Qualifications

• Ability to analyse complex issues, apply policy and guidance.
• Clear communication and sound judgement.
• Ability to build effective working relationships.

Responsibilities

• Lead day-to-day management of complaints and ensure fair handling across the Trust.
• Provide advice to Headteachers and Trust colleagues.
• Manage complex and formal complaints and undertake investigations when required.
• Support early resolution and ensure robust case handling with policy compliance.
• Coordinate information governance matters with the Data Protection Officer.

Job description

Chester Diocesan Academies Trust (CDAT) is seeking a Complaints Manager to join our central team. This role leads day-to-day management of complaints, ensuring fair, consistent and professional handling across the Trust.

The postholder will advise Headteachers and colleagues, manage complex formal complaints, undertake investigations when required, and support early resolution wherever possible. The role also liaises with external Data Protection Officer on information governance matters.