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Student Conduct and Complaints Manager (0.6-1FTE)

Royal College of Art - Student Experience

Location: London
Salary: £46,620 to £50,616 per annum pro rata
Hours: Full Time, Part Time
Contract Type: Permanent
Placed On: 5th December 2023
Closes: 12th January 2024
Job Ref: 191-23
 

Founded in 1837, the Royal College of Art is the world’s largest community of postgraduate art and design students. It is also the oldest art and design university in continuous operation and has been ranked as the world's number one art and design university for a remarkable nine consecutive years, according to the QS World University Rankings by Subject 2023 – the worldwide survey of academic and industry opinion.

Applications are invited for a Student Conduct and Complaints Manager in Student Experience.  This is a full time and permanent role, but we welcome applications from part time candidates who can work a minimum 3 days (21 hours) per week – please upload a covering letter indicating your preference.   This role will be based across all 3 sites of the RCA with a hybrid approach to working. 

Student Experience:

The Royal College of Art  (RCA) is committed to enhancing the complete student experience. We are on a journey to build a sense of belonging, pride, and community within our RCA student body by putting students at the heart of everything we do. The RCA’s student experience is underpinned by academic excellence and professional efficient support service within a welcoming, supportive, and inclusive community.

Purpose of the role: 

The Student Complaints and Conduct Manager will lead on managing a coordinated approach to student complaints, academic appeals and student misconduct cases across all stages including investigations. You will oversee the monitoring and tracking of cases to ensure that the various stages and timescales prescribed in procedures or required by external organisations, such as the Office of the Independent Adjudicator for Higher Education (OIAHE), are met. The Student Complaints and Conduct Manager will support the Head of Student Experience and Academic Registrar to deliver an excellent student experience to students, improving processes, policies and learnings related to student complaints and conduct.

This is an exciting opportunity to work in a team that deals with a range of issues from academic to non-academic matters, utilising your skills and expertise in managing complex cases and to further grow your skills in dealing with complex university processes.
  
In order to be considered for this post, you will have worked within a similar post, ideally within a higher education setting or a regulatory environment. You will have experience of successfully managing casework, including customer service and complaints. Ability to manage the workload of yourself and your team in a fast-changing environment, meeting challenging deadlines while ensuring service standards. 

If you have a commitment to, and understanding of, equal opportunities issues relating to student and staff matters within a diverse and multicultural environment, we would like to hear from you.

Interviews are likely to be held 24-26 January 2024 (TBC)

Further details: Information Pack 

The Royal College of Art (RCA)  aims to foster an inclusive culture which promotes equality, values diversity and maintains a working, learning and social environment in which the rights & dignity of all its staff and students and stakeholders are respected. 

We recognise the broad range of experiences that a diverse staff and student body brings and how this  strengthens our research and enhances our teaching.

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