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.

• Role: Complaints Officer

• Contract: Permanent, Term Time + 2 Weeks

• Hours: 37 hours per week

• Salary: N Grade £31,136 – £35,402

The White Horse Federation is a Multi-Academy Trust comprising 30 schools across the South West and South East of England.

We are seeking a Complaints Officer to lead the end-to-end management of formal complaints in line with the Trust’s complaints policy and statutory obligations within the education sector.

This is a key role responsible for ensuring complaints are managed efficiently, fairly and professionally. The successful candidate will work with a wide range of stakeholders including parents and carers, school leaders, governors and external agencies.

The role requires:

• Excellent organisational skills

• A professional and discreet approach

• Strong communication and stakeholder management

• Confidence managing sensitive matters

  
  

  What we can offer you:

• The opportunity to join a forward-thinking Trust with high aspirations for students and school improvement

• Exciting CPD and career development opportunities

• Friendly, supportive teams where colleagues value and support each other

• A commitment to flexible working opportunities for staff

  
  

  We are looking for someone who has:

• Has experience in administration, complaints handling, or case management within a school environment

• Demonstrates excellent communication skills and strong attention to detail

• Has sound knowledge of data protection, confidentiality and safeguarding principles

• Possesses strong organisational skills, with the ability to multitask and manage competing priorities

• Is confident using Microsoft applications, including spreadsheets and word processing packages

• Holds 5 GCSEs (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 dedicated and hardworking team focused on helping children succeed

• We have a supportive leadership team and school community

• As part of The White Horse Federation, staff benefit from shared expertise, collaboration and excellent CPD opportunities

We would love to welcome you to visit and see our school environment for yourself.
Please contact the school office to arrange a visit.

The White Horse Federation is a large Multi-Academy Trust committed to providing the very best education for our students. We believe in empowering staff to achieve their full potential, which is why we offer a wide range of professional development opportunities.

Our employees benefit from a competitive benefits package, including:

Wellbeing & Lifestyle

• Employee Assistance Programme

• Cycle to Work Scheme

• Menopause support network

Staff Discounts

• Discounts for Teachers – available to all Trust staff

• Blue Light Card discounts

• Savings on holidays, clothing and more

Health Support

• Eye care vouchers

Development

• Access to up-to-date safeguarding and child protection training

• Ongoing updates on statutory safeguarding guidance and legislation

• Trust CPD programme

• Supportive leadership to help you reach your full potential

Pension, Leave & Family Support

• Excellent pension scheme

• Employer contributions above national standards

• Enhanced family-friendly policies, including:

  • Maternity leave

  • Paternity leave

  • Adoption leave

  • Shared parental leave

• An additional White Horse concessionary day of leave each year

Ready to Apply?

We hope this gives you a flavour of what it’s like to work with us.
If you would like to join our team, please apply today — we look 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