Complaints Officer - Full-time - Special Needs Position

Five Acre Wood is a vibrant, outward-looking and expanding special school based across four sites in and around Maidstone. With over 800 pupils aged 4–19, we are one of the largest special schools in the country, supporting a diverse range of profound, severe and complex needs. All pupils have an Education, Health and Care Plan and learn through one of our six approaches: Early Years, Practical, Sensory, Formal, Structured and Functional.

We are seeking a calm, empathetic and highly skilled Complaints Officer to lead the management of our complaints process. This is a vital role within our school, ensuring that all concerns and complaints are handled sensitively, fairly and in line with statutory guidance, while maintaining strong relationships with families and stakeholders.

You will oversee the end-to-end complaints process, from initial triage through to investigation and resolution. This includes gathering evidence, conducting thorough and impartial investigations, preparing clear reports and maintaining accurate records. You will work closely with families, staff, Local Authorities and external professionals, ensuring communication is transparent, professional and supportive throughout.

The role requires excellent organisational skills, emotional intelligence and the ability to manage complex and sensitive situations with confidence and integrity. You will also contribute to continuous improvement by identifying themes, risks and opportunities to strengthen practice across the school.

Whether you have experience in education, complaints handling, casework or a similar environment, or are looking to bring your skills into a specialist setting, we would welcome your application. We are committed to supporting staff development and offer a collaborative and supportive working environment.

We are proud to be an ‘Outstanding’ school and an IQM Flagship School, known for our warm culture, innovative practice and commitment to ‘Only the best will do’. Building trust with families is central to our ethos, and this role is key in ensuring that every voice is heard and valued.

Our vision is to empower every individual in a safe, creative and inclusive community to thrive, achieve and prepare for life’s journey. Through your work, you will help ensure that concerns are addressed constructively and that our provision continues to evolve and improve.

Our values—Belonging, Integrity and Innovation—shape how we work every day. Through the Five Acre Wood Way, we commit to being 'Together Stronger,' putting 'Pupils First', and recognising that 'Every Moment Matters'.

You will benefit from a comprehensive induction, a supportive leadership team and access to ongoing professional development. Relationships, wellbeing and professionalism are at the heart of our culture.

In addition to salary, SEN allowance and pension, staff benefits include:

• Confidential counselling service and Employee Assistance Programme
• School Counsellor (for staff and pupils)
• Wellbeing app
• Annual flu vaccinations
• Strong social, supportive staff community
• Development opportunities

We encourage you to explore our website to learn more about our unique setting and the innovative ways we support pupils, families and staff.