Independent Schools Inspectorate
Complaints and Concerns Officer
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About the Independent Schools Inspectorate (ISI)
ISI is an independent not-for-profit organisation accountable to the UK Government and appointed to inspect a range of education settings in England and British schools overseas. These cover more than 1,300 association independent schools and further education colleges which together educate half a million children and young people.
Every inspection assesses whether safeguarding arrangements for pupils meet the requirements of Keeping Children Safe in Education and other relevant statutory guidance. Our inspections evaluate all aspects of education through the lens of pupils’ wellbeing.
About the Role
We are looking for a Complaints and Concerns Officer to join our Legal, Regulation and Complaints team in our office at Central London.
This is a full-time, permanent position with standard working hours of Monday to Friday, 9:00am to 5:00pm. ISI operates a hybrid working arrangement, allowing employees to work from home for up to two days per week.
Reporting into the Director of Legal, Regulation and Complaints, you will add significant value by:
- Ensuring all complaints are actioned and processed in accordance with ISI’s policies.
- Acting as the first point of contact for all matters pertaining to concerns and safeguarding matters received into ISI.
- Overseeing complaints work with the Director of Legal, Regulation and Complaints and work with efficiency and effectiveness to handle complaints tracking from beginning to end.
- Working with the Director of Legal, Regulation and Complaints to sustain a comprehensive system of tracking that ensures clarity and robust processes in every stage of complaint handling and response.
- Liaising in a timely manner with schools, complainants, inspectors and other stakeholders to arrange meetings, calls and gather relevant information.
- Providing accurate and timely advice on stages of complaint handling and reporting, including being agile with data collation and analysis.
- Analysing and evaluating data sets with Directors to inform lessons learned and work with the Director of Legal, Regulation and Complaints to produce insightful briefings and papers that support continuous improvement.
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Essential Criteria
The key skills and qualities we are looking for include:
- Degree level or equivalent
- Experience in customer service or complaint handling
- Experience in education, regulatory or public sector environments
- Experience of working with stakeholders and senior managers on highly sensitive matters
- Computer literate with knowledge of all Microsoft Office products
Desirable Criteria
Experience of implementing policy into comprehensive standard operating procedures.
Experience of safeguarding principles and effective practice
Previous experience of working for a local authority or interfacing with a local authority (including LADOs and other safeguarding partners)
Why Work for ISI
- Generous Annual Leave – Start with an enhanced annual leave entitlement of 25 days + bank holidays, increasing to 30 days + bank holidays after one year, helping you maintain a healthy work-life balance.
- Hybrid Working – Enjoy flexibility with our current arrangement of three days in the office and two days working from home.
- Supportive & Inclusive Culture – We foster a friendly, collaborative environment and offer enhanced family leave policies to support you during life’s important moments.
- Competitive Pension Scheme – ISI provides a non-contributory pension, contributing 10% of your gross salary after three months of employment.
- Diversity & Inclusion – Join a team that values diversity across people and roles, creating a dynamic and welcoming workplace.
- 24/7 Wellbeing Support – Through our Employee Assistance Programme, you’ll have access to confidential counselling, financial advice and wellbeing resources whenever you need them.
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How to Apply
Please apply by submitting your CV and a cover letter explaining your interest in the role and how your skills and experience align with the position.
Applications close on Monday 13 July at 9am.
Shortlisted candidates will be invited to a first-stage interview during the week commencing 13 July 2026, followed by a second-stage interview between 20 July and 27 July 2026 at our office in Central London.
Appointment is subject to satisfactory recruitment checks by ISI.
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