Student Complaints Officer
Core
Manage and resolve high-volume student complaints and appeals, including academic integrity and generative AI matters, ensuring procedural fairness and accurate record-keeping.
Role type
Senior IC student complaints and appeals officer
Builds
Resolved appeals and complaints cases for students
Domain
Higher education administration and student services
Deliverable
client delivery
Required skills
case management, evidence assessment, policy application, plain English writing, stakeholder liaison, risk identification, records management, procedural fairness, time management
Preferred skills
experience in university environments, knowledge of academic integrity policies, familiarity with generative AI issues, enterprise records management systems proficiency
Technologies
word processing, spreadsheets, enterprise records management systems
Responsibilities
Triage and prioritize high-volume appeals; gather and test evidence; liaise with relevant parties; verify policy application; assess appropriate remedies; prepare case summaries and recommendations; draft outcome correspondence; keep complainants informed; identify and refer welfare or safety risks; apply policies consistently; meet resolution timeframes; maintain accurate records; provide specialist advice on academic integrity and AI; contribute to process improvements.
Seniority
Senior, hands-on IC