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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing student complaints and appeals, with a strong focus on procedural fairness, confidentiality, and effective communication. Proficient in handling high-volume caseloads while providing specialist advice on academic integrity and related policies.
Highest-signal resume keywords
Student Complaints ManagementAcademic Integrity IssuesHigh-Volume Workload ManagementClear Communication SkillsRecords Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Case SummarizationEvidence AssessmentPolicy ApplicationConcise WritingComplaint Investigation
Soft Skills
EmpathyCollaborationResilienceJudgementStudent-Service Mentality
Tools & Technologies
Word ProcessingSpreadsheetsEnterprise Records Management Systems
Industry Keywords
Student Complaints PolicyProcedural FairnessPrivacyConfidentialityContinuous Improvement
About the role
Key responsibilities & impact- Support the Student Complaints Manager to manage and resolve student complaints and appeals
- Investigate complaints and appeals, assess evidence, prepare case summaries and recommendations, and draft outcome correspondence
- Provide practical advice on the Student Complaints Policy and related procedures
- Triage new appeals, set priorities and maintain momentum across a high-volume caseload
- Gather and test evidence, liaise with relevant parties, verify policy application and assess remedies
- Keep complainants and appellants informed about processes, timelines and outcomes
- Identify and refer urgent welfare or safety risks
- Apply policies and procedures consistently, ensuring procedural fairness, independence and no conflicts of interest
- Meet acknowledgement and resolution timeframes and record reasons for extensions
- Safeguard privacy and confidentiality and maintain accurate records
- Provide specialist advice on appeals involving academic integrity breaches and generative AI use
- Work with the Student Complaints Manager, Policy and Academic Governance, Legal and relevant offices on complex or high-risk matters
- Contribute to complaint-handling resources, training, benchmarking and continuous improvement
- Build respectful relationships with students, academics and professional staff while delivering outstanding service
Requirements
What you’ll need- At least five years’ experience managing student complaints, preferably within a university or comparable education environment
- Experience handling appeals and complaints involving academic integrity issues, including generative AI
- Ability to manage a high-volume workload accurately and efficiently
- Clear and empathetic communication skills
- Ability to write concise, well-reasoned correspondence for diverse audiences, including people who speak English as an additional language
- Knowledge of administrative policies, procedures, privacy, procedural fairness and records management
- Collaborative and resilient, with a student-service mentality
- Judgement to balance people, compliance and organisational needs
- Strong skills in word processing, spreadsheets and enterprise records management systems
- Undergraduate-qualified professional, or equivalent relevant experience
Benefits
Comp & perks- Flexible working arrangements
- Professional development and career progression opportunities
- Study free in a course or degree related to your position
- Access to internal opportunities to learn, grow and move across the organisation
- Values-driven and purpose-led working environment
- Reasonable adjustment support throughout the recruitment process