Senior Appeals, Conduct and Complaints Officer

Contract Type: Fixed Term - 18 Months

On the 1 August 2026, The University of Greenwich and the University of Kent formed a pioneering new multi-university group called London and South- East (LASE) University Group. Should you join us, you will be employed by LASE but will work as part of the University of Kent academic division, contributing to its distinct strengths, community and identity while also being part of a wider group that brings together the scale, resilience and shared ambition of both universities. Through LASE we aim to deliver outstanding education, impactful research, and meaningful regional and global impact.

Are you an experienced investigator with the judgement, sensitivity, and communication skills to navigate complex cases and achieve fair and effective outcomes?

The Senior Appeals, Conduct and Complaints Officer, plays a key role in ensuring student appeals, complaints and conduct matters are handled consistently, sensitively and in line with University policy. Managing your own complex caseload while providing casework supervision and advice to colleagues, you will balance an understanding of the student experience with regulatory compliance.

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

• Undertaking and advising on investigations into complex matters, sensitively and in line with best practice, ensuring that university policies, and regulatory requirements are upheld and that students and staff receive a clear, tactful and professional service.
• Supervision of appeals, complaints, and conduct matters, overseeing the effective response to enquiries, triaging cases, and ensuring timely resolution to high volumes of appeals, complaints, and conduct matters.
• Preparing and checking investigatory reports, assessing detailed information and evidence, communicating complexity in clear and concise recommendations and outcome letters.
• Providing advice and guidance to stakeholders, promoting best practice in the handling of appeals, complaints, and conduct matters.

What will you bring to the role?

• Experience in leading complex investigations, including conducting interviews, analysing information, preparing reports and making recommendations.
• Ability to manage challenging situations with sensitivity and tact, effectively negotiating and mediating between parties.
• Excellent communication skills with the ability to communicate effectively, clearly and concisely both verbally and in writing.
• Proficient in prioritising competing responsibilities, working under pressure and meeting conflicting deadlines and targets.

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 GALS-009-26.

Further details:

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