Appeals, Conduct and Complaints Coordinator

As Appeals, Conduct and Complaints Coordinator you will provide administrative and operational support to ensure adherence to internal and external quality assurance standards across the three areas. 

This role involves assisting in the administration of established Appeal, Conduct and Complaint processes, supporting compliance with external and internal regulatory frameworks, and working on projects and initiatives that support enhancement and the continuous improvement of the Office and University’s activities.

As Appeals, Conduct and Complaints Coordinator you can expect to be involved in:

• Providing first line response for standard and non-complex queries to academics, professional service colleagues, and external stakeholders to assist with compliance with the University’s Regulatory Framework, Complaints and conduct procedures
• Building strong relationships with team members and other stakeholders to ensure a robust and collaborative culture of quality compliance and enhancement 
• Developing specialist knowledge on a variety of university processes and responsibilities to work with minimal supervision to achieve deadlines and targets
• Website maintenance, including writing content and designing web pages
• Contributing to project work through collaboration with a range of stakeholders, creating documentation and performing simple data analysis support.

What will you bring to the role?

• Educated to A level or equivalent including GCSE English and Maths (Grade C/4 or above) or equivalent 
• Excellent communication skills including the ability to communicate clearly and accurately with a wide range of people (internal and external) 
• Excellent interpersonal skills including a helpful and responsive manner with the ability to remain calm when under pressure 
• Excellent customer service skills with the ability to deal pleasantly, confidently, and effectively with customers and colleagues 
• Excellent organisational and prioritising skills with ability to complete tasks promptly, accurately and with attention to detail.

What we can offer in return:

As a member of our team, you can expect a friendly, open and collaborative working environment and support in your development and wellbeing. You'll enjoy a range of great staff benefits including:

•   Hybrid working options allowing a flexible blend of office and home working (to be agreed in line with business needs) 
•   43 days' leave per year (personal leave, bank holidays and additional days allocated for the Christmas period, pro rata for part-time staff)
•   Excellent pension scheme with generous employer contributions
•   Corporate employee-funded healthcare plan, in partnership with Benenden Health

For more information about what you can look forward to if you join us, visit our dedicated webpage: Working at Kent

We are ambitious for our people, our communities and the region we serve – join us in making the world a better place. Visit our website for more on who we are: http://www.kent.ac.uk/about/

Please see the links below to view the full job description and to apply for this post. For further information regarding the application process, please contact peopleserviceshr@kent.ac.uk quoting reference number CSF-1127-25. 

*Occasionally we may need to close a vacancy before the published deadline due to a high number of applications being received, therefore we strongly advise you to submit your application as soon as possible. (All vacancies will be open for at least one week.)

PLEASE NOTE: We prioritise applications from current University of Kent redeployees. We will let you know if this post is to be filled by a redeployee as, in this instance, your application will unfortunately not be taken forward.

The University of Kent values diversity and equality at all levels.

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