Student Complaints Officer

About the role

The Student Complaints Officer supports the Student Complaints Manager in handling a high volume of student complaints and appeals, including matters related to academic integrity and generative AI. The role ensures fair, consistent, and transparent resolution while maintaining accurate records.

Key responsibilities

• Triaging new appeals, setting priorities and managing a high‑volume caseload.
• Investigating complaints, assessing evidence, and preparing clear case summaries and recommendations.
• Drafting plain‑English outcome correspondence and keeping complainants informed.
• Identifying urgent welfare or safety risks and referring them through established pathways.
• Ensuring procedural fairness, independence and compliance with privacy and records‑management policies.
• Collaborating with academic, legal and governance teams on complex or high‑risk matters.

Required profile

• At least five years of experience managing student complaints, preferably in a university setting.
• Strong organisational skills with the ability to handle a high‑volume workload accurately.
• Excellent written communication, able to produce concise correspondence for diverse audiences.
• Knowledge of administrative policies, procedural fairness, privacy and records management.
• Collaborative, resilient and student‑service oriented mindset.

Required skills

• Proficiency in word processing software.
• Advanced spreadsheet skills.
• Experience with enterprise records management systems.

What we offer

• Hybrid working flexibility (home and campus days).
• Opportunities for professional development and career progression.
• Study free in a course or degree related to the position.
• Access to internal mobility and a values‑driven work environment.