Campus Services Complaints Officer

Do you have a passion for resolving complex issues, supporting student wellbeing, and making a meaningful impact on the student experience?

We are looking for a Complaints Officer to join our dedicated Campus Services team at the University of Bath.

About the role

As Complaints Officer, you will play a vital role in managing and resolving complaints from resident students and guests with professionalism, fairness, and empathy. You’ll handle the full complaints process - from investigation to resolution - ensuring every concern is addressed with care and in line with University procedures.

This is an opportunity to work closely with students and stakeholders, support continual service improvements, and help shape how complaints are handled across Campus Services. You’ll also monitor trends, lead training sessions, and contribute to a positive, high-quality service culture.

Key Responsibilities

• Investigate and respond to student, guest, and customer complaints.
• Ensure responses are comprehensive, empathetic, and timely.
• Maintain accurate records and ensure confidentiality.
• Deliver training and create communication templates.
• Analyse complaint trends and suggest improvements.
• Work closely with internal departments to ensure consistent handling of cases.
• Support departmental reputation by managing sensitive issues with discretion.

About you

We’re looking for someone who:

• Has experience handling formal complaints or conflict resolution.
• Communicates with empathy and clarity, both in writing and in person.
• Can manage multiple tasks under pressure and meet deadlines.
• Understands relevant policies, including equality legislation and data protection.
• Is self-motivated, resilient, and able to work with minimal supervision.

Further information

This is a part-time role, working 26 hours per week, over 4 days including a Friday.

For an informal discussion about the role please contact Louise Sansam, ResLife Marketing, Communications and Events Manager at lks40@bath.ac.uk

What we can offer you

We consider ourselves to be a university where difference is celebrated, respected and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality receiving a Silver Athena SWAN award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students, so we encourage applications from all genders, backgrounds, and communities, particularly from under-represented groups, and value the positive impact that will have on the university. We are committed to maintaining a safe and secure environment for our students, staff, and community by reinforcing our Safer Recruitment commitment.

We are very proud to be an autism friendly university and are an accredited Disability Confident Leader; committed to building disability confidence and supporting disabled staff.

• Free counselling services through Health Assured
• Cycle to work scheme
• Electric vehicle salary sacrifice scheme
• Staff discount at Team Bath gym
• Staff discounts on postgraduate tuition fees
• Staff discount on language courses
• Generous employer contributory pension schemes
• Generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work life balance
• A wide range of personal and professional development opportunities including Apprenticeships, LinkedIn Learning and more
• Free entry to the Holburne Museum in Bath
• Local discounts and more
• A family-friendly workplace 
• An excellent reward package that recognises the talents of our diverse workforce
• Relocation allowance

We are committed to continually expanding our benefits to better support you and enhance your experience with us. 

Find out more about our benefits.

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