Complaints Manager

Diocese of Chester; Runcorn; Hybrid; GBP 38.000 - 52.000; Vollzeit

Zusammenfassung

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.

Qualifikationen

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

Aufgaben

• 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.

Jobbeschreibung

Chester Diocesan Academies Trust (CDAT) is seeking to appoint a Complaints Manager to join our central team. This is a new role within the Trust, leading the day-to-day management of complaints and helping to ensure that concerns are handled fairly, consistently and professionally.

The postholder will provide advice and practical support to Headteachers and Trust colleagues, manage complex and formal complaints, undertake investigations where required, and support early and effective resolution wherever possible. Where complaints progress through formal stages, the Complaints Manager will help ensure that they are managed robustly and in line with Trust policy and relevant statutory guidance.

The role will also act as the Trust’s principal operational link with its external Data Protection Officer, supporting schools and central colleagues with Subject Access Requests, Freedom of Information requests and related information governance matters.

This role could suit someone from a range of professional backgrounds. You may already work in school or trust governance, complaints or compliance, or come from a legal, regulatory, public sector or similar professional environment. We are not necessarily looking for someone who knows every aspect of education from day one; what matters most is that you can analyse complex issues, apply policy and guidance, communicate clearly and exercise sound judgement.

We are looking for someone who is highly organised, calm and resilient, with excellent communication skills and the confidence to deal professionally with sensitive or challenging situations. You will also need to build effective working relationships, use initiative and follow issues through to resolution.

CDAT is a growing and successful trust of 32 primary schools across the Diocese of Chester, including schools in Cheshire, Wirral, Halton, Warrington, Stockport and Tameside. Our central team is based in Runcorn. This is a hybrid role, with the opportunity for some home working and occasional travel to Trust schools.

The Heath Business & Tech Park, Runcorn, WA7 4QX

Responsible to: Director of Operations

Grade: NJC SCP 27–31

Hours: 32.5 hours per week, term time + 3 weeks

Contract: Permanent

Location: Central office / hybrid working, with travel to Trust schools as required

Advert Closing Date: Monday 9th November

Shortlisting: Tuesday 10th November

Interviews: Tuesday 17th November

Closing date for applications: 09/11/2026