Complaints Manager

A new post in the central team of Chester Diocesan Academies Trust, which runs 32 primary schools across the Diocese of Chester. The role manages complex and formal complaints, carries out investigations and advises headteachers and central colleagues on resolving concerns fairly and in line with policy. It also serves as the Trust's main operational contact for its external Data Protection Officer, handling Subject Access and Freedom of Information requests for schools. The role is hybrid, with occasional travel to schools. Visa sponsorship is not available.

What the job involves

• Manage complex and formal complaints
• Carry out investigations where required
• Provide advice and practical support to Headteachers and Trust colleagues
• Support early and effective resolution of complaints
• Ensure complaints progressing through formal stages are managed robustly, in line with Trust policy and statutory guidance
• Act as the operational link with the external Data Protection Officer
• Support schools and central colleagues with Subject Access Requests
• Support Freedom of Information requests and related information governance matters

Skills & knowledge

• Analysing complex issues
• Applying policy and statutory guidance
• Excellent communication skills
• Sound judgement
• Highly organised
• Building effective working relationships

Other

• Calm and resilient
• Confidence dealing with sensitive or challenging situations
• Using initiative and following issues through to resolution

What’s offered

• Hybrid working with some home working

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