Complaints Officer

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

Benefits offered by this job

Free flu vaccines

Gym discounts

Counselling helpline

Wellbeing day

Generous holiday allowance

Flexible working

Health & fitness schemes

Job summary

Ascend Learning Trust is seeking a Complaints Officer to oversee the formal complaints process across the trust, ensuring all cases are managed in line with the complaints policy and statutory requirements within the education sector.

The role coordinates from receipt to resolution, working with parents, school leaders, governors and external agencies to ensure prompt, impartial handling with discretion and professionalism.

Qualifications

• Excellent organisational and administrative skills.
• Professional, confidential and tactful approach.
• Strong communication and stakeholder relationship management skills.
• Ability to manage sensitive and complex issues with confidence and discretion.

Responsibilities

• Oversee formal complaints across Ascend Learning Trust in accordance with policy and statutory requirements.
• Coordinate the complaints process from initial receipt through to resolution.
• Engage with parents, school leaders, governors and external agencies to ensure timely, impartial handling.

Skills

Organisational skills

Administrative skills

Communication skills

Stakeholder management

Discretion

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.