Student Complaints Officer

Part-time 0.5 FTE  (18.5 hours per week) 

We are excited to be advertising for a Student Complaints Officer, working as a key part of the Student Complaints Team within the Student Experience department. 

In this newly created role, you will be responsible for undertaking investigations into students’ Formal Complaints in accordance with the University’s Student Complaints Procedure. 
 
You will build relationships with teams and individuals across the university in both professional services and academic departments to gather evidence and reach findings of fact. You will produce detailed complaint investigation reports which may be scrutinised externally by the Office of the Independent Adjudicator for Higher Education (OIA).You will ensure effective follow-up of any issues or concerns arising from individual cases and ensure that recommendations are passed to the relevant team or department.

You will support the Student Feedback and Complaints Manager to manage the complaints inbox, record the outcomes of complaint investigations, and gather information to respond to Freedom of Information and OIA requests. 

You will have experience of conducting investigative work and making decisions involving complex and/or sensitive issues. You will need to be able to demonstrate your ability to write detailed, accurate and succinct investigation reports and exercise sound judgment informed by evidence.
 
You will be highly organised and proactive, with the ability to multi-task, managing multiple deadlines and your own varied workload. You will also have meticulous attention to detail, accuracy, and a systematic approach to work.
 
You will have experience of effectively communicating using several different mediums to a wide range of audiences, including senior staff. You will be able to deal with difficult situations and conversations, whilst communicating effectively and with empathy. You will have excellent customer service skills with the ability to prioritise the student experience. 

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