Appeals and Complaints Manager

Location: Remote working with opportunity to access central Leeds office

Working Pattern: Full Time, 37.5 hours per week

Number of roles:1

We are looking for a Appeals and Complaints Manager to join our team.

The Appeals and Complaints Manager is responsible for managing the Appeals and Complaints process for Kaplan Open Learning (KOL), including responsibility for co-ordination and maintenance of the process with our partner Universities, and supporting other departments within KOL.

A detailed job description can be viewed here. If the link does not work for you, please copy and paste the following URL into your web browser: https://tinyurl.com/47vffptt.

What you’ll bring to the role

Essential

• A first degree and substantial experience handling appeals and complaints, either within higher education or a comparable sector.
• Highly effective and experienced communicator
• Strong interpersonal skills, comfortable liaising with colleagues at all levels.
• Excellent organisational skills with attention to detail and ability to follow processes.
• Line management experience.

Desirable

• Experience working with the Office of the Independent Adjudicator (OIA)
• Experience of problem solving in an educational environment
• Experience of servicing Committees and Boards

What we do

Kaplan Open Learning is one of the world’s largest and most experienced providers of online degree education. We currently work with two UK partner Universities to deliver undergraduate and postgraduate degree programmes. Our students complete their studies through online learning using our interactive virtual classroom with rich multi-media resources which provide a gateway to a learning community supported by a dedicated academic and professional services team.

Our mission is to continue to transform students’ lives and careers by delivering and expanding our suite of innovative, industry led and career enhancing higher education programmes.

What we offer

As well as a competitive salary, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:

• 28 days annual leave*
• Big discounts on Kaplan courses for you and your family
• 24/7 confidential helpline providing counselling and other support services
• Company pension contributions
• Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels
• Medicash Health Cash Plan

*Please note that the annual leave entitlement will be calculated on a pro rata basis if the role is part time.

How to apply

Please apply with a CV and cover letter no later than 11pm on Wednesday 26th November 2025 via the ‘Apply’ button above. Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist.

In your cover letter please answer the following questions as part of your application to help us understand how your experience relates to this role:

• What is your experience of Appeals and Complaints procedures or complex administrative, regulatory or legal processes? (100 words maximum)
• Why do you want to work for a provider of online higher education? (100 words maximum)

Additional Application Information

A sponsorship licence is a legal requirement for employers seeking to hire individuals from outside the UK or those who require a work visa to work in the country. Unfortunately, Kaplan Open Learning do not possess this licence at this time.

Application Support  

If you require support completing your application or wish to talk to someone about the role before applying please email the Recruitment Team kaplanstaff.recruitment@kaplan.com.

Disability Confident Scheme and Reasonable Adjustments 

At Kaplan International, we are committed to working in a diverse organisation and strive to provide equality of opportunity for all. We encourage and welcome applications from individuals, regardless of age, disability, sex, sexual orientation, gender reassignment or identity, pregnancy and maternity, race, religion or belief and marriage and civil partnership.

Following the submission of an application, applicants will receive details of how to request their application be considered under our Disability Confident Scheme. Applicants will also be given information on how to request reasonable adjustments if selected for interview.