Complaints Manager

Complaints Manager (Chester Diocesan Academies Trust) Employer Information

Employer Chester Diocesan Academies Trust Address Room 526
The Heath Business & Tech Park
Runcorn
WA7 4QX Website

CDAT is a growing and successful multi-academy 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.

Role Information

Job Title Complaints Manager Job Type Finance & Administration Job Phase N/A Location Halton

Grade NJC SCP 27-31 Actual Salary Information n/a Actual Salary Range £32,409-£35,420 per annum Contract Type Permanent Contract Term Full time, Term time only Start Date Monday, January 4th, 2027 Closing Date Monday, November 9th, 2026

About the Role

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.
This is a hybrid role, with the opportunity for some home working and occasional travel to Trust schools.

Personal Qualities

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.