Student Conduct, Complaints and Appeals Officer

Salary: Full time starting salary is normally in the range £34,980 to £44,263 with potential progression once in post to £46,974. Grade: 7

Hours: Part Time (15 hours per week)

Contract Type: Fixed Term contract up to June 2025

Closes: 1^st October 2024

The post of Student Conduct, Complaints and Appeals Officer is based within the Student Conduct, Complaints and Appeals Team. 

The team is responsible for the coordination and oversight of areas of student conduct (both academic and non-academic), the student complaints process (including working with the Office for the Independent Adjudicator) and the management of Academic Appeals.

If you are interested in the role, we would encourage you to apply even if you feel that you do not meet all of the criteria but can demonstrate transferable skills.

Role Summary

To manage and progress a caseload of complex and sensitive student conduct, complaints and appeals matters in accordance with relevant University procedures. This includes providing advice on the handling of individual student cases, drafting outcomes and other correspondence and acting as committee/panel Secretary, Investigating Officer or Case Presenter as appropriate.

Main Duties

• To be responsible for the effective and efficient management of individual student conduct, complaints and appeals cases at all stages of each process, and ensuring compliance with relevant University policies and procedures. This includes:
  • facilitating and advising on investigations of student conduct, complaints and appeals matters and case outcomes;
  • undertaking the role of Investigating Officer and (if required) Case Presenter for allegations of student misconduct;
  • preparing clear, accurate and comprehensive case paperwork, including letters to students about the outcome of their cases, records of interviews with students and other witnesses, and maintaining records on databases and filing systems;
  • supporting colleagues who are acting as Investigating Officers;
  • organising, servicing and advising high-level committees/panels with legal and reputational risk attached and undertaking the role of Secretary to panels convened to consider individual cases;
  • liaison with external stakeholders such as solicitors, parents and MPs in relevant cases;
  • assessing risk to the student or to the University and referring or escalating matters as appropriate, including to the University’s Legal Services team and External Services;
  • ensuring effective follow-up of any issues or concerns arising from individual cases.

Required Knowledge, Skills, Qualifications, Experience

• Qualified to Degree level (or equivalent).
• Experience of dealing with sometimes complex student complaints, appeals and misconduct, Higher Education disputes, or comparable work such as complaints-handling, legal or regulatory work.
• Knowledge and understanding of the legal and regulatory framework and external guidance relating to student complaints, appeals and conduct matters.
• Excellent written communication skills that can be applied to a variety of circumstances and audiences, e.g. outcome letters to students; reports for senior committees; policy and guidance documents.
• Excellent communication and interpersonal skills that show a confident communication style in a variety of settings and with a variety of audiences, e.g. in formal committees; when delivering presentations; with senior colleagues; with students.

Informal enquiries to Angela Farley, email: a.m.farley@bham.ac.uk 

To download the full job description and details of this position and submit an electronic application online please click on the 'Apply' button above.

Valuing excellence, sustaining investment
We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working.

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