Appeals, Complaints and Conduct Manager

QuEST

Permanent

THE POST - Appeals, Complaints and Conduct Manager

The Appeals, Complaints and Conduct Manager, manages the administration of complaints according to the statutory requirements of the University’s Complaints Handling Procedure, the application of the Code of Discipline for Students and all student academic appeals and suspensions. The post holder leads the ACC team within QuEST and works collaboratively and proactively with a range of colleagues and services across the institution; as well as with relevant external agencies. This role requires excellent interpersonal skills, the ability to build relationships, respect confidentiality, and be able to effectively deal with difficult people and challenging and complex situations in a sensitive and professional manner.

The successful candidate should have the following :

• Degree / SVQ level 5 or equivalent, or have relevant and practical work experience.
• Highly developed management and leadership skills with direct management experience.
• Experience of case management with a service focus in complaints, appeals and conduct or equivalent areas.
• Experience of working with regulatory frameworks, implementing processes and procedures and identifying areas for improvement.
• Experience of building effective working relationships with internal and external agencies.