Academic Policy Officer (Complaint Handling)

Fixed term (12 months)/Full time (35 hours per week)

The Opportunity:

We are looking for an exceptional Academic Policy Officer to join the Academic Services team, to support our work on implementing the University Complaints Handling Procedure. The post is maternity cover and is fixed term for 12 months. Ideally the successful candidate will take up the role on 1 July 2024. 

The postholder will be part of a small Complaints Handling team within Academic Services. The team respond to enquiries and complaints from students, staff and members of the public, and work in compliance with the University Complaint Handling Procedure and the requirements of the Scottish Public Services Ombudsman. This is a valued and challenging role which requires high levels of confidentiality, sensitivity and resilience, as well as the highest standards of accuracy and adherence to procedural requirements, and a commitment to supporting fair and transparent processes. 

The Complaints team works within a wider team of professional services staff. In addition to complaint handling, the team is responsible for the University's Code of Student Conduct, Student Appeal Regulations, academic governance (Senate and its committees), educational policy and regulations, and academic quality & standards. 

Your skills and attributes for success: 

• Good conceptual and analytical skills, including the ability to organise, analyse and present verbal, written and numerical information, and to suggest options for action in light of that information 
• Ability to engage with staff, students and members of the public in sometimes difficult or distressing situations in a calm and supportive manner 
• Able to demonstrate high level of integrity and maintain confidentiality 
• High level of written communication, including the ability to write clear, confidential, evidence-based reports to a high standard
• Excellent time management skills

For informal enquiries contact: Kathryn.Nicol@ed.ac.uk  

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