Complaints Officer

Southwold Primary School; Swindon; On-site; GBP 31,000 - 36,000; Full time

Job summary

A leading educational institution in Swindon is looking for a Complaints Officer to manage all aspects of formal complaints in line with statutory obligations. The successful candidate will have strong organizational skills, excellent communication abilities, and experience in administration or complaints handling. Offering permanent, term-time employment with a salary range of £31,136 - £35,402, this role emphasizes a supportive work environment and a commitment to safeguarding. Interested applicants are encouraged to apply promptly.

Benefits

Employee Assistance programme

Cycle to Work Scheme

Discounts on Gym Membership

Menopause support network

Excellent Pension Scheme

Qualifications

• Experience in administration, complaints handling, or governance is desirable.
• Sound knowledge of data protection, confidentiality, and safeguarding principles.

Responsibilities

• Lead end-to-end management of formal complaints.
• Ensure complaints are handled efficiently and fairly.
• Work with stakeholders including parents, school leaders, and agencies.

Skills

Administration/complaints handling

Excellent communication skills

Attention to detail

Organizational skills

Knowledge of Microsoft applications

Education

5 GCSEs including Maths and English

Job description

About This Role

Please note that applications will be reviewed as received and should a suitable candidate be identified, we may close the vacancy early. Therefore, early application is encouraged.

The role: Complaints Officer

The contract: Permanent, Term Time + 2 weeks.

Hours: 37.00 per week

Salary: N Grade £31,136.00 - £35,402.00

The White Horse Federation is a Multi-Academy Trust comprising 30 schools. We are currently seeking a Complaints Officer to lead the end-to-end management of formal complaints in line with the organisation’s complaints policy and statutory obligations for the education sector.

The successful candidate will be highly organised and professional to oversee the Trust’s complaints process, ensuring that complaints are handled efficiently, fairly, and in line with statutory guidance and Trust policies. This is a key role requiring discretion, strong communication skills, the ability to work confidently with a wide range of stakeholders, including parents/carers, school leaders, governors and external agencies.

What we can offer you

• The opportunity to join a forward-thinking Trust with high aspirations for students and school improvement.
• Exciting and relevant CPD and career development opportunities.
• Friendly and hard-working teams where colleagues value and support each other.
• A commitment to flexible working opportunities for our staff.

We are looking for a candidate who

• Has experience in administration / complaints handling / case management and/or governance (education or public sector desirable)
• Excellent communication skills, high attention to detail
• Sound knowledge of data protection, confidentiality, and safeguarding principles
• Strong organisational skills, able to multi-task and manage competing priorities
• Has knowledge of using Microsoft applications including spreadsheets and word processing packages.
• Applicants must have 5 GCSE’s (minimum grade C/4) including Maths and English or equivalent.

Why Work for us?

• We are a welcoming and supportive Trust with strong values and a caring ethos.
• Our staff are a hardworking team dedicated to helping children succeed.
• We have a supportive leadership team and wider school community.
• As part of The White Horse Federation multi-academy trust, we benefit from their support, encouragement, shared resources and outstanding CPD opportunities.

The Advantages of joining our Federation

• Employee Assistance programme
• Cycle to Work Scheme
• Discounts on Gym Membership
• Menopause support network

Discounts, Save Money On Holidays, Clothing And Much More

• Discounts for Teachers – All staff within the Trust can take advantage of the discounts
• Blue Light Discount
• Eye Care Vouchers

Development

• Access to up-to-date training on safeguarding and child protection to ensure staff are fully supported in their roles, including ongoing updates on statutory safeguarding guidance and legislation.
• CPD Programme
• Supportive leadership team to help you reach your full potential

Pension / Leave and Service

• Excellent Pension Scheme*
• Employer contributions above national standards
• Enhanced family‑friendly policies, including maternity, paternity, adoption, and shared parental leave
• An additional White Horse concessionary day’s leave per year

Ready to Apply?

We hope we have done enough to give you a flavour of what it is like to work here. If you would like come and join us, then please apply today – we are looking forward to hearing from you.

The White Horse Federation is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. If successful for this role, you will be expected to apply for a disclosure from the Disclosure and Barring Service before an appointment is confirmed. Please note that references will be sought on shortlisted candidates before the interview.

The White Horse Federation values uniqueness and recognises the benefit of having a diverse workforce. We value the contributions of all staff from a wide range of backgrounds and we are committed to building an inclusive workplace that reflects the diversity of the communities we serve. At The White Horse Federation, we believe that everyone should be treated with fairness and respect and share a commitment to Equality, Diversity and Inclusion at all of our schools. We welcome applications from all backgrounds and operate a fair recruitment process, free from discrimination against protected characteristics, in line with the Equality Act 2010.