Complaints Manager

Chester Diocesan Academies Trust; Runcorn; Hybrid; GBP 45.000 - 60.000; Vollzeit

Zusammenfassung

Chester Diocesan Academies Trust (CDAT) is seeking a Complaints Manager to lead day-to-day management of complaints and ensure fair, consistent handling within the central team. The role provides advice to Headteachers and colleagues, manages complex complaints and supports investigations as needed.

The post holder will also link with the external Data Protection Officer on information governance matters such as Subject Access Requests and FOI, with occasional travel to Trust schools.

Qualifikationen

• Analytical thinker with ability to apply policy and guidance (e.g., arranging complex information into clear actions).
• Strong communication skills and calm, resilient approach to sensitive situations.

Aufgaben

• Lead the day-to-day management of complaints, ensuring fair, consistent handling.
• Advise Headteachers and Trust colleagues; manage complex/formal complaints and investigations.

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.

Advert Closing Date: Monday 9th November

Shortlisting: Tuesday 10th November

Interviews: Tuesday 17th November