Student Conduct and Complaints Officer

Job Description

Position Overview

Location: Devon House, London

Benefits: Generous benefits package including 25 days holiday allowance pro rata (excl. Bank holidays), group life assurance, group income protection, pension schemes and private healthcare (optional)

Start: 1st of May 2023 or as soon as possible thereafter

As Student Conduct and Complaints Officer (SCCO), you will support central processes for student discipline, academic misconduct, academic appeals and students’ complaints. You will be a strong administrator and have experience of student conduct and/or complaints processes in higher education. The role holder will be expected to proactively manage a varied caseload, to be able to prioritise work, maintain meticulous records, have a good eye for detail and meet internal and external deadlines.

Duties and Responsibilities

• Providing the highest standard of organisational management and support for:
  • Complaint Procedure for Students
  • Student Disciplinary Procedures
  • Academic Misconduct
  • Academic Appeals
  • Extenuating Circumstances Appeal
• Managing cases in relation to the above policies, including processing of all documentation, providing administrative support to reviewers and investigating officers, ensuring all processes/stages are completed to timeline, that case records are maintained in accordance with University policies and OIA good practice guidelines and issuing outcome and completion of procedure letters.
• Acting as Secretary to panel meetings.
• Ensure files and all communications are compliant with GDPR.
• Providing general guidance to staff and students on the University’s appeal, conduct and complaints policies and procedures via emails, telephone and face-to-face.
• Support the Registrar in responding to cases that are escalated to the OIA
• Preparing accurate reports on cases for Academic Board and Northeastern London Board of Governors.
• Support the Head of Registry in the drafting and reviewing of relevant policies and guidelines.
• Support the Head of Registry in the development of innovative, evidence-based improvements to case management procedures.
• To have a good understanding of and comply with all University policies and regulations relevant to the role (e.g. Academic Handbook, Academic Quality Framework, Staff Handbook, Health and Safety, Data Protection, etc.).
• Develop and maintain excellent working relationships with faculty and professional staff.
• Any other duties commensurate with the level of responsibility of this post, for which the post holder has the necessary experience and/or training and as instructed by the Head of Registry.
• Occasional travel and work in unsociable hours will be required.

About the University

Founded in 2012, Northeastern University London (formerly known as New College of the Humanities) has established itself as a prestigious higher education institution based in the heart of London. After becoming part of Northeastern University’s global network in early 2019, the University has undergone a period of rapid growth, having been granted Taught Degree Awarding Powers in February 2020 and moved to a new, state-of-the-art campus in 2021. The University continues to grow further expanding its student cohort, courses, network and opportunities. students year on year, further expanding its courses, network and opportunities.

Person specification criteria (essential / desirable)

• Undergraduate degree or equivalent [D]
• Significant experience of working in an administrative role within the education sector [E]
• Experience of working in a student facing role in higher education [E]
• Experience of administration of conduct and/or complaints cases [E]
• Experience of working with students and staff from a variety of backgrounds [E]
• Good written communications and strong interpersonal skills to deal with individuals at various levels [E]
• Excellent IT skills, including Excel, with experience of Student Information Systems [E]
• Demonstrable ability to prioritise work, to use own initiative and judgement and to be proactive [E]
• Experience of writing and presenting management reports [D]
• Well-organised, excellent at record keeping and attention to detail [E]
• Ability to deal with highly sensitive and confidential matters in accordance with University policy and data protection legislation.

Application process

Applications should be made via the jobs.ac apply button (above) by 20:00 on 14th April 2023. Please reference your application “SCC0323”. Participation in the equal opportunities section is encouraged, but voluntary.

Applications must include a covering letter of no more than one page and a full curriculum vitae.

Applications are welcome from all sections of the community and will be judged on merit alone. Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.