Student Conduct and Complaints Manager

At the Royal College of Art, we are committed to delivering an exceptional academic and student experience within a world-leading postgraduate art and design environment. We are seeking an experienced and confident professional to lead our student conduct, complaints and academic appeals function at an institutional level.

This is a pivotal role within Academic Registry and Student Success, responsible for the operational delivery, oversight and continuous improvement of the College’s frameworks for student conduct, complaints and academic appeals. You will ensure our regulations are applied consistently, fairly and in line with external requirements, safeguarding both students and the integrity of decision-making.

You will act as the College’s subject matter expert and senior case owner for complex and sensitive matters, advising senior leaders, academic colleagues and governance committees. You will manage the full lifecycle of cases, oversee robust processes and record-keeping, and provide clear, defensible outcomes that stand up to external scrutiny. The role also leads on regulatory compliance and liaison with bodies such as the Office for Students and the Office of the Independent Adjudicator.

We are looking for someone who combines strong regulatory knowledge with sound judgement, empathy and professionalism. You will bring significant experience of student complaints, conduct or appeals casework within UK higher education, alongside a thorough understanding of academic governance and compliance frameworks. You will be comfortable advising at senior level, interpreting legislation and guidance, and translating complex requirements into practical procedures and training.

You should be highly organised and analytical, with excellent written communication skills and the ability to manage sensitive situations calmly and fairly. A collaborative approach is essential, as you will work closely with academic schools, professional services, and student representatives to ensure a transparent, trusted and student-centred service.

In return, you will join a creative, inclusive and internationally diverse community, with the opportunity to shape policy and practice at a strategic level and make a meaningful difference to students’ experiences.

If you are motivated by fairness, integrity and continuous improvement, and have the expertise to lead this critical function, we would love to hear from you.

Apply now and help us ensure a safe, supportive and equitable environment for every RCA student.

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