Head of Appeals, Conduct and Complaints

Are you an experienced leader with significant involvement in conducting investigations into complaints, appeals or conduct matters, preferably gained in a higher education environment?

Are you motivated by delivering improvement, shaping policy and leading a service that supports fair outcomes for students?

We are seeking a forward thinking and strategic manager to oversee our approach to student appeals, conduct and complaints. This pivotal role provides strategic direction, ensures regulatory compliance, and champions a high‑quality, student‑focused service. This includes having oversight for all case investigations relating to appeals, disciplinary matters and complaints. 

A key part of the role involves managing risk across a varied and often complex caseload. You will be able to demonstrate sound judgement, resilience and the ability to respond calmly and professionally in high‑stakes situations. You will be adept at re‑prioritising under pressure while maintaining service standards and safeguarding the wellbeing of individuals involved.

As Head of Appeals, Conduct and Complaints, you can expect to get involved in:

• Leading and developing the team in the Appeals, Conduct and Complaints Office (ACCO)
• Implementing continuous improvement to policies and procedures, and ensuring compliance with regulatory or legal requirements and good practice guidance
• Overseeing all case investigations, including appeals, disciplinary matters and complaints, ensuring that processes are fair, consistent and aligned with sector expectations
• Handling cases that may involve risk of harm to individuals and associated risk to the reputation of the University

What you will bring to the role?

• A professional qualification or relevant degree (e.g., law, customer service, conflict resolution) or equivalent
• Significant experience of investigating complaints, appeals or conduct matters, ideally in the Higher Education (HE) sector
• Proven professional leadership in a comparable HE or regulatory environment
• Awareness of the challenges and strategic issues facing the HE sector

If you have the skills and experience we are looking for, along with an interest in driving a student‑focused service underpinned by robust policy, strong governance and sector best practice, we would love to hear from you.

What we can offer in return:
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
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 GALS-005-26.

DBS Requirement - please note, a Disclosure and Barring Services (DBS) check will be required for this role.
The University of Kent values diversity and promotes equality at all levels

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