Associate Director - Student Complaints, Appeals and Conduct

We are the world-class university ranked in the top 100 universities according to QS World University Rankings 2024. We are the first university to have achieved Athena Swan Gold Award for its commitment to advance gender equality across higher education and research. We believe that teams that combine people who have different personal experiences and backgrounds result in decisions and actions with more impact.

We are seeking an Associate Director to lead the institutional team responsible for student complaints, appeals and conduct matters at the university.  You will manage institutional risk in the resolution of cases and assure compliance with relevant policy, regulation and legislation as well as ensuring we provide an excellent student experience in this area. You will take a lead on the university’s work with the Office of the Independent Adjudicator for Higher Education (OIA).

To succeed in this role, you will have:

• Experience of working within a regulatory framework which requires the application of quasi legal terminology and regulations and the ability to translate this experience to student-related cases and the higher education sector.
• Excellent leadership skills and experience.
• Experience of implementing strategy, planning and managing change, facilitating cross-departmental working and an ability to motivate teams to maintain high standards and work flexibly and effectively under pressure.
• An understanding of the needs of a diverse customer (student) community and the ability to anticipate forces which shape and change their expectations
• The ability to lead service improvement which contributes to the experience of students at the University of Nottingham.  

What we can offer you in return:

• A friendly and diverse working environment.
• Hybrid working arrangements, with a blended approach of office and home working.
• A commitment to supporting your wellbeing and to helping you reach your full potential.
• An excellent package of benefits and rewards, including access to fitness and health facilities, staff discounts and travel schemes, along with 30 days' holiday allowance (plus additional university closure days) and a highly attractive pension scheme.

This role is available on a permanent basis. Hours of work are full-time (36.25 hours); however, applications are also welcome from candidates wishing to work less than full time (minimum 29 hours per week). Please specify in your application if you wish to work less than full time and the number of preferred hours. Job share arrangements may also be considered.

Welcome from the Deputy Director of Registry and Academic Affairs

Thank you for your interest in applying for a role as Associate Director, an important member of the senior team of the department. Our mission is to enhance the experience of each University of Nottingham student through the delivery of student and academic services at every significant point on their journey with us. We will enable the University to be an inspiring place that improves lives. This is a key role in delivering a significant and vital element of the student & academic lifecycle. We are looking for a colleague who is customer focused, resilient and has ambition to bring improvements, ensuring that services and communication are the best we can deliver. If you are interested in making a difference and share our values of placing the student and academic experience at the heart of everything, we look forward to receiving your application.

Interviews will be held week commencing 29 April 2024.

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