School Complaints Co-ordinator

Coventry (CV1 2WT), Darlington (DL1 5QE), Manchester (M1 2WD), Sheffield (S1 2FJ)

Job Summary
In Regions Group we aim to improve outcomes for children, families and learners by accelerating system improvement and reform through active intervention and by better aligning DfE's operations and users' needs at a local and regional level.

*We Will:*

• Bring together improvement and intervention work in Children's Social Care, SEND and Schools as well as area-based programs like Opportunity Areas and Education Investment Areas.
• Maintain the stewardship of the school system and, working with the Future ESFA, provide a unified voice to academy trusts and to individual local authorities at a local level.
• Set DfE up to deliver for and respond more effectively to local needs and to understand how local contexts impact on children and learners in a place, particularly vulnerable and disadvantaged children and young people.

The School Complaints Compliance Unit (SCCU) has a crucial role in safeguarding children and considers complaints about academies and local authority-maintained schools on a range of topics and policy areas, including special educational needs, exclusions and admissions.

This challenging EA role within SCCU is a fantastic opportunity to operate at the heart of DfE's work with the school sector. You will develop communications, drafting and analytical skills and your knowledge of how the school sector works.

The team is based across four sites with most colleagues in Sheffield and Manchester. The team operates a hybrid working model, which enables a combination of home and office working, in line with DfE guidance.

Job Description
The role involves responding to enquiries relating to school complaints, working quickly to analyse, review and research information to provide complainants with the information they need to progress their complaint, and supporting colleagues to complete casework. Some of the responsibilities will be:

• Managing a caseload of complaints, delivering high quality and timely replies to members of the public (predominantly parents) and schools, trusts and local authorities.
• Communicating confidently to build and manage relationships with a wide range of people, both internal and external to DfE, both orally and in writing
• Ensuring cases are kept up to date on the appropriate case management systems
• Providing excellent customer service

Taking a positive approach to change and considering how processes can be further improved, helping DfE strengthen its tools for communication / accountability.

This role includes completion of the Public Sector Compliance Investigator & Officer (Level 3). Please check the eligibility requirements below using the apprenticeship standard: (Public sector compliance investigator and officer / Skills England). This apprenticeship will take twelve to eighteen months to complete (pro rata for part time) and will equip you with the opportunity to develop and make the most of your skills. You will be expected to maintain the commitment required to complete your training.

Please check the eligibility requirements below using the apprenticeship standard: Public Sector Compliance Investigator and Officer / Skills England

• You must have lived in the UK for 3 years prior to apprenticeship start date and not be undertaking another apprenticeship at the same time.
• You must not already have a substantial amount of the skills and knowledge that is covered in the contents of the apprenticeship standard.
• You must not have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills, and Behaviours) of the apprenticeship standard.

*Please Do Not Apply If:*

• You already have all the skills and knowledge that is covered in the contents of the apprenticeship standard.
• You have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills, and Behaviours) of the apprenticeship standard.
• You have a degree (or equivalent) in either the Public Sector or Business Administration.

*Please Do Not Apply If:*

• You already have all the skills and knowledge that is covered in the contents of the apprenticeship standard.
• You have already worked in a similar role, or your previous learning, and/or work experience covers the contents (Knowledge, Skills, and Behaviours) of the apprenticeship standard.
• You have a degree (or equivalent) in either the Public Sector or Business Administration.

Person specification

We are looking for someone who can demonstrate the following essential skills:

• Has great communication skills, both orally and drafting high quality responses.
• Can work at pace and respond flexibly to emerging priorities or urgent tasks.
• Has the confidence to make recommendations and understand when to escalate and seek the views of others.
• Is motivated and can manage a varied workload.
• Enjoys working in a team and establishing good relationships with all around them.

Alongside your salary of £27,244, Department for Education contributes £7,892 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Applicants currently holding a permanent post in the Civil Service should note that, if successful, their salary on appointment would be determined by DfE's transfer / promotion policies.

As a member of DfE, you will be entitled to join the highly competitive Civil Service Pension Scheme, which many experts agree is one of the most generous in the UK.

You will have 25 days leave, increasing by 1 day every year to a maximum of 30 days after five years' service. In addition, all staff receive the King's Birthday privilege holiday and 8 days' bank and public holidays.

We offer flexible working arrangements, such as job sharing, term-time working, flexi-time and compressed hours.

Most DfE employees will be working a hybrid pattern, spending at least 60% of their time in an office or work setting. Changes to these working arrangements are available in exceptional circumstances but must be agreed with the line manager and in line with the requirements of the role.

Travel to your primary office location will not be paid for by DfE, but costs for travel to an office which is not your main location will be covered.

As an organisation, which exists to support education and lifelong learning, we offer our staff excellent professional development opportunities.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Strengths and Experience.

To apply for this role, please select
'Apply Now'
at the top or bottom of this advert. CV details need to be included in the template within the application form; attached or emailed CVs will not be considered.

Please be advised there are
two stages
to the recruitment process for this role, these are outlined below.

Stage 1 – Application
At sift stage, you will be assessed on your Experience in line with the essential skills listed in the person specification section of the job advert.

To Apply For This Role, Please Provide:

• A Short CV setting out your career history, highlighting specific responsibilities and achievements that are relevant for this role.
• A Statement of Suitability (no more than 750 words) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the essential criteria in the job advert.

To confirm, the maximum word count for the statement of suitability is
750 words
. Please adhere to this limit as anything over
750 words
will not be taken into account.

The CV and Statement of Suitability will be assessed against the essential criteria detailed in the advert.

If you are successful at application sift stage, your application will be progressed onto Stage 2 part of the Selection process.

Should there be a high volume of applicants, candidates may be sifted on the first two (2) essential criteria.
*Stage 2 - Interview:
The interview will consist of a 45-minute blended interview, you will be asked
Experience*
based questions to demonstrate how you meet each of the Essential Criteria listed in the job advert.

We will also ask you Strengths based questions at the interview.

Interviews will take place towards the end of November 2025. Please note these dates are subject to change. If you have any questions, please do not hesitate to contact us.

Interviews will be held over video conferencing using MS Teams. If you are invited to interview, please ensure that you have access to this software and that you have your video turned on. If you have any questions, please do not hesitate to contact us.

We receive many applications, and unfortunately we are not able to provide feedback for candidates who are not shortlisted. Feedback will only be provided if you attend an interview or assessment.

All communications will be electronic therefore it is vitally important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder.
*Other Information*
In your application, please do not include personal information that identifies you.

This means we can recruit based on your knowledge and skills, and not background, gender or ethnicity - it is called name blind recruitment (opens in a new window).

Please ensure that you remove from your application, all references to your:

• name/title
• educational institutions
• age
• gender
• email address
• postal address
• phone number
• nationality/immigration status

We understand that you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, and original and doesn't include ideas or work that isn't your own. This is so that your application is authentically and credibly your own.

We reserve the right to raise the minimum pass mark in the event of a high volume or strong field of candidates.

Please be aware that this role can only be worked in the UK from the location options provided and not from overseas.

The government is committed to supporting apprenticeships, enabling people to learn and progress in a role whilst earning. We want to monitor the number of people who have completed apprenticeships who are now applying to progress further in their career and are asking this question to all candidates, on all vacancies. You will be asked a question as part of the application process about any previous apprenticeships you have completed. Your response to this question will not affect your application and it is not a requirement of the role to have completed a previous apprenticeship.

If successful and transferring from another Government Department a criminal record check maybe carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstance some candidates will want to send their completed forms direct. If you will be doing this, please advise DfE of your intention by emailing Pre- stating the job reference number in the subject heading.

The DfE does not cover the cost of travel to your interview/assessment unless otherwise stated.

A reserve list may be held for a period of 6 months from which further appointments can be made.

Candidates will be posted in merit order based upon location preference. Where more than one location is advertised you will be asked to state your preferred location.

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment.

Terms and conditions of candidates transferring from ALBs and NDPBs
Bodies that are not accredited by the Civil Service Commission and are not able to advertise at Across Government on Civil Service jobs will be treated as external new starters and will come into DfE on modernised terms and conditions with a salary at the band minimum.

Bodies that are accredited by the Civil Service Commission but do not have civil service status will be offered modernised terms and will not have continuous service recognised for leave or sickness benefits. Salaries should be offered at band minimum, but there is some flexibility where this would cause a detriment to the individual.

Bodies that are accredited by the Civil Service Commission and do have Civil Service status will be treated as OGD transfers. Staff appointed on lateral transfer will move on to pre-modernised DfE terms (unless they were on modernised terms in their previous organisation). Staff appointed on promotion will move on to modernised DfE terms. Staff will transfer over on their existing salary (on lateral transfer) and any pay above the DfE pay band maximum will be paid as a mark time allowance. Staff moving on promotion will have their salaries calculated using the principles set out in the attached OGD transfer supplementary information.

Reasonable adjustment
If a Person With Disabilities Is Put At a Substantial Disadvantage Compared To a Non-disabled Person, We Have a Duty To Make Reasonable Changes To Our Processes. If You Need a Change To Be Made So That You Can Make Your Application, You Should:

Contact DfE via soon as possible before the closing date to discuss your needs.

Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you are deaf, a Language Service Professional.

Please refer to the attached 'Reasonable Adjustments Guide 2024 – accessible version' at the bottom of the advert, for further information.

Childcare Vouchers
Any move to DfE will mean you will no longer be able to carry on claiming childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at

Feedback will only be provided if you attend an interview or assessment.

This vacancy is using Success Profiles (opens in a new window), and will assess your Strengths and Experience.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact :

• Name : Pamela Kearns
• Email :

Recruitment team

• Email :

Further information

The Department for Education's recruitment processes are underpinned by the Civil Service Commissioners Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition. You have the right to complain if you feel a department has breached the requirement of the Recruitment Principles. In the first instance, you should raise the matter directly with the department concerned via If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages