Back to search results
Header Image

Head of Student Complaints, Appeals and Discipline

Northeastern University London

Department: Office of the Registrar

Location: Hybrid working – 3 days a week on campus / 2 days remote.

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

Reports to: Associate Vice President for Academic Services and Student Engagement, Registrar

Line manages: Student Conduct and Complaints Officer

About the University

Northeastern University London offers a vibrant, collegiate community delivering broad and academically rigorous degree programmes, designed to equip graduates with the combination of skills and knowledge that are increasingly desired by organisations, employers and society.

Northeastern University London is part of Northeastern University’s Global Campus Network. Ranked #44 in the USA, Northeastern has campuses in Arlington, Boston, Charlotte, Miami, Oakland, San Jose, and Seattle in the USA, and Toronto and Vancouver in Canada.

About the Role

This is a new role at the University and is being created at a time of rapid institutional growth and the development of its position within the Northeastern Global Network. The role holder will initially assist the Associate Vice President for Academic Services and Student Engagement, Registrar (AVP) with the running of current complaint, appeal, and disciplinary processes while also supporting the review of these policies and processes to reflect best UK practice and aligning with those of Northeastern. The role holder will also be involved in the planning and delivery of training of staff and managing the establishment of a Complaints, Appeals and Discipline (CAD) team.

It is anticipated that the responsibilities of this role, and possibly the reporting line, will change substantially across the next year as the work moves from the development of policies and new ways of working to the day to day management of an operational team.

The role holder will therefore need to have significant knowledge and experience in all aspects of University appeal, complaint and disciplinary processes in order to confidently contribute to the delivery of an ambitious change programme as well as be able to work flexibly and adapt effectively to a changing role.

Duties & Responsibilities

  • To assist the AVP and Academic Registrar with the management of policies, taking on activities as permitted by the University’s current policies and procedures for:
  • Complaint Procedure for Students
  • Disciplinary Procedures for Students
  • Academic Misconduct
  • Academic Appeals
  • Extenuating Circumstances Appeal
  • To line manage the Student Conduct and Complaints Officer and any other staff who may be employed to support this work. This will include oversight of day to day work, training, appraisal etc.
  • To liaise with Northeastern colleagues in the Office for Conduct and Conflict Resolution (OSCCR) and Office for University Equity and Compliance (OUEC) in Boston, sharing best practice and providing coordinate support for students as they move across campuses.
  • To assist the AVP with the review and revision of appeal, complaint and disciplinary policies and procedures. This will include researching best practice in the UK and within the Northeastern and drafting amendments to policies, processes and internal guidance in liaison with the University’s Policy Manager.
  • To assist the AVP in the preparation of plans for the development of the CAD team to include the drafting of job descriptions and preparing of resource and budget proposals.
  • To be responsible for the planning and delivery of staff training, in consultation with HR and the AVP, in relation to complaint, appeal and disciplinary procedures. This is likely to include training for members of the CAD team, relevant staff across Academic Services and faculty.
  • To be responsible for the management of appeal, misconduct and complaint records, this will include the appropriate use of current University systems and potentially the adoption of systems used elsewhere in the Northeastern Network.
  • To develop and prepare statistical reports and analysis of student appeals and complaints to support the AVP with the reporting to the University's Academic Board, Northeastern London Board and ongoing condition of registration B3.
  • To support the AVP in the preparation of case materials where a student complains to the Office of the Independent Adjudicator for Higher Education.

Other Duties

  • 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 required as this role and the wider team develops.
  • Work outside of normal office hours may be required occasionally.
  • Occasional travel will be required.

Person Specification:

Qualifications

  • Masters degree or equivalent qualification

Essential Criteria

  • Significant experience of working in Higher Education in the UK. Demonstrable experience of leading and managing student complaints, conduct and appeals in the UK Higher education sector.
  • Working knowledge of good practice in the handling of student complaints, misconduct and appeals, including OIA guidance.
  • Experience of data analysis, presenting findings accurately to support effective reporting of information.
  • Proven track record of effective and results driven problem solving and decision-making.
  • Experience of working with students from a range of social, ethnic and cultural backgrounds.
  • Line management experience and planning the workload of others.
  • Experience of developing and advising on complex policies and procedures.
  • Experience of communicating with colleagues at all levels, both internal and external.
  • Experience of working in a fast paced and rapidly developing organisation, with the ability to adapt and respond positively to change.
  • Excellent interpersonal skills, ability to build good working relationships with students, faculty and professional service colleagues.
  • Strong communication skills, with excellent verbal and written English.
  • Able to work with a high level of accuracy and attention to detail.
  • Excellent organisational skills, including the ability to manage multiple tasks, work to tight deadlines, and prioritise workloads effectively.
  • Ability to exercise sound judgement to deal and resolve problems independently, seeking advice where appropriate.
  • Ability to work as part of a team to deliver services and projects.
  • Excellent IT skills.

Application Process

Informal enquiries may be made to the Associate Vice President for Academic Services and Student Engagement, Registrar, via email to office.registrar@nulondon.ac.uk

However, all formal applications must be made in accordance with the process set out below.

Applications should be made via the jobs.ac apply button (above) by 23:59 on 14 January 2024.

Please reference your application “HOSC1223”.

You can consult our academic job description by clicking the button below.

Interviews are expected to commence on the week beginning on the 22nd of January 2024.

Please ensure that your application includes a CV and is accompanied by a cover letter that sets out concisely and in ways relevant to this role: (a) your achievements and challenges in the last 12 months and, in your career to date in higher education; (b) how your experience knowledge and skills meet the person specifications ; (d) a statement of your approach to HE administration and data management. Your cover letter should reference the duties and responsibilities and key criteria as outlined above.

Participation in the equal opportunities section is encouraged, but voluntary. Applications are welcome from all sections of the community and will be judged on merit alone. We welcome applications from underrepresented groups. Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.

We may be able to provide Visa sponsorship for this position.

Location: London
Salary: Up to £57,000 per annum, depending on experience
Hours: Full Time
Contract Type: Permanent
Placed On: 6th December 2023
Closes: 14th January 2024
Job Ref: HOSC1223
   
We value your feedback on the quality of our adverts. If you have a comment to make about the overall quality of this advert, or its categorisation then please send us your feedback
Show all jobs for Northeastern University London …
Advert information

Type / Role:

Subject Area(s):

Location(s):

Job tools
 

PhD Alert Created

Job Alert Created

Your PhD alert has been successfully created for this search.

Your job alert has been successfully created for this search.

Ok Ok

PhD Alert Created

Job Alert Created

Your PhD alert has been successfully created for this search.

Your job alert has been successfully created for this search.

Manage your job alerts Manage your job alerts

Account Verification Missing

In order to create multiple job alerts, you must first verify your email address to complete your account creation

Request verification email Request verification email

jobs.ac.uk Account Required

In order to create multiple alerts, you must create a jobs.ac.uk jobseeker account

Create Account Create Account

Alert Creation Failed

Unfortunately, your account is currently blocked. Please login to unblock your account.

Email Address Blocked

We received a delivery failure message when attempting to send you an email and therefore your email address has been blocked. You will not receive job alerts until your email address is unblocked. To do so, please choose from one of the two options below.

Max Alerts Reached

A maximum of 5 Job Alerts can be created against your account. Please remove an existing alert in order to create this new Job Alert

Manage your job alerts Manage your job alerts

Creation Failed

Unfortunately, your alert was not created at this time. Please try again.

Ok Ok

Create PhD Alert

Create Job Alert

When you create this PhD alert we will email you a selection of PhDs matching your criteria.When you create this job alert we will email you a selection of jobs matching your criteria. Our Terms and Conditions and Privacy Policy apply to this service. Any personal data you provide in setting up this alert is processed in accordance with our Privacy Notice

Create PhD Alert

Create Job Alert

When you create this PhD alert we will email you a selection of PhDs matching your criteria.When you create this job alert we will email you a selection of jobs matching your criteria. Our Terms and Conditions and Privacy Policy apply to this service. Any personal data you provide in setting up this alert is processed in accordance with our Privacy Notice

 
 

Browser Upgrade Recommended

jobs.ac.uk has been optimised for the latest browsers.

For the best user experience, we recommend viewing jobs.ac.uk on one of the following:

Google Chrome Firefox Microsoft Edge