Complaints Officer

Ascend Learning Trust; Swindon; On-site; GBP 25,000 - 27,000; Full time

Benefits offered by this job

Free annual flu vaccines

Discounted gym memberships

24/7 counselling helpline

Annual Wellbeing Day

Generous holiday allowance

Flexible working solutions

Optional health and fitness schemes

Job summary

Ascend Learning Trust is seeking a Complaints Officer to oversee the management of formal complaints across our trust, ensuring all cases are handled in accordance with the Trust's complaints policy and statutory requirements within the education sector.

This important role coordinates the complaints process from receipt to resolution, working with parents and carers, school leaders, governors and external agencies.

Job description

Complaints Officer
Ascend Learning Trust

Salary: NJC F9 £28,153 ( FTE) NJC F11 £29,512 (FTE)
Actual Salary: £25,457- £26,713 ( Depending on experience)
Contract: Permanent

Working Weeks: 41 weeks ( Term Time + 2 weeks)

Paid Weeks: 47.15

Working Pattern: Monday to Thursday 08.00-16.00 ( 30 min unpaid break)

Friday 08.00-15.30

Closing date: Midnight Wednesday 18th November
Interview Date: Week Commencing 23rd November 2026
Anticipated Start Date: ASAP

Job Overview

We are looking to appoint a Complaints Officer to oversee the effective management of formal complaints across Ascend Learning Trust, ensuring all cases are handled in accordance with the Trust's complaints policy and statutory requirements within the education sector.

This important role is responsible for coordinating the complaints process from initial receipt through to resolution, ensuring that matters are handled promptly, impartially and professionally. The successful candidate will work closely with a range of stakeholders, including parents and carers, school leaders, governors, and external agencies.

The successful candidate will demonstrate:

• Excellent organisational and administrative skills
• A professional, confidential and tactful approach
• Strong communication and stakeholder relationship management skills
• The ability to manage sensitive and complex issues with confidence and discretion

Full details can be found in the recruitment pack.

Why choose us?

At Ascend Learning Trust, our motto — Together we Belong, Believe, Become.— guides everything we do. We create a genuine sense of belonging and deliver a holistic, world‑class education that opens doors for every young person, no matter their starting point. Our shared values of Compassion, Aspiration, Respect, Dedication and Integrity shape our culture and inspire us to provide unmissable education and limitless horizons.

When you join us, you become part of a supportive, ambitious community that invests in its people and develops high‑calibre professionals. We foster kindness, inclusivity and high expectations, and we welcome colleagues who want to make a meaningful difference every day.

What We Offer

Health & Wellbeing

• Free annual flu vaccines
• Discounted gym memberships
• 24/7 counselling helpline
• Annual Wellbeing Day*
• Generous holiday allowance
• Flexible working solutions
• Optional health and fitness schemes*

Financial

• Discounts and cashback at hundreds of retailers
• Excellent Pension Schemes, including 21.3% employer contributions for support staff
• Cycle to Work and Tech Schemes*

Career Progression

• Instructional Coaching for teaching roles
• Supportive performance development
• Apprenticeship and training opportunities
• Internal progression pathways
• Recognition and long-service awards

*Please note some allowances are only applicable on completion of a successful probation.

Please note if we receive sufficient applications, we may close this job role earlier.

Our Commitment to Inclusion

We welcome applicants from all backgrounds and experiences. If you need adjustments to support your application, please contact the Recruitment Team on 01793 781485 or [e-mail]