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Arc Complaints About Schools Case Officer

3 weeks ago

Manchester, United Kingdom Office for Standards in Education, Children's Services and Skills Full time

**Details**:
**Reference number**:

- 431638

**Salary**:

- £31,496
- £31,183 per annum. Rising to £31,496 per annum on successful completion of probation.
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Executive Officer

**Contract type**:

- Permanent

**Business area**:

- Operations

**Type of role**:

- Administration / Corporate Support
Other

**Working pattern**:

- Flexible working, Full-time

**Number of jobs available**:

- 2

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- Piccadilly Gate, Manchester or Loxley House, Nottingham

**About the job**:
**Job summary**:
We are recruiting for two ARC Complaints about Schools Case Officers to join our Operations Team.

The Complaints about Schools team is responsible for ensuring complaints about schools are considered and responded to in a timely, rigorous and effective way. The team provides advice and guidance on complaints handling to the regions.

The post holder will assess, prioritise, process, monitor, track and close complaints. This includes direct communication with internal and external stakeholders. The post holder will be a named contact for regions and provide them with effective handling advice on specific cases. They will also provide advice and guidance to administrators on case handling. This role supports the complaints about schools' team to achieve its targets, provide good quality handling of complaints and responses to complainants, and ensures Regional Directors are provided with an overall view of complaints in their regions.

This is a fantastic opportunity to further your experience in Ofsted’s well-established team. The post holder will work with high-achieving professionals at all levels, surrounded by a friendly and supportive team. They will have access to amazing benefits, such as flexible working hours, the Civil Service Pension Scheme, and 32.5 days annual leave + 8 bank holidays. We offer a hybrid working model, so you may also choose to spend a proportion of time working from home.

**Job description**:

- Please refer to the job specification for further information.

**Person specification**:

- Please refer to the job specification for further information.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Making Effective Decisions
- Communicating and Influencing
- Delivering at Pace

**Technical skills**:
We'll assess you against these technical skills during the selection process:

- Experience of handling work and making appropriate decisions within business policy and wider legislative frameworks.
- Experience of developing robust recommendations for managers based on effectively identifying, collating, analysing a range data and information sources.
- Experience of providing support and guidance in a specialist area for colleagues across a range of levels.
- Strong end to end case management skills.

**Benefits**:

- Alongside your salary of £31,496, Office for Standards in Education, Children's Services and Skills contributes £9,124 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Full details of the benefits available can be found in our Ofsted Offer brochure.

**Things you need to know**:
**Selection process details**:

- This vacancy is using Success Profiles, and will assess your Behaviours, Experience and Technical skills.

**Application and Shortlisting**

**Interviews**

Interviews will be held during the **week commencing Monday 3 November 2025**at **Piccadilly Gate, Manchester and/or Loxley House, Nottingham**

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

**Security**:

- 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)
- 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

**Working for the Civil Service**:

- The Civil Service Code 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.
- 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