Student Complaints Officer

Student Complaints Officer

We are seeking to appoint a permanent Student Appeals, Complaints and Regulation Officer who will sit as part of the Student Complaints, Appeals and Regulation Team (SCAR).

Job Details

Salary Grade 6: £36,636 - £46,049 per annum

Contract: Full time permanent

Hours: 35 contractual hours

Basis: Full time

Job Category: Professional and Managerial

Date Posted: 09/07/2026

Job Reference: SRF53882

Closing date: 23rd July 2026

Interview date: 13th August 2026

Responsibilities

Alongside supporting the resilience of the wider team, the successful candidate will facilitate the following procedures:

• OIA requests and liaison
• Student Complaints Procedures (Review Stage)
• Freedom of Speech Complaints Procedures

The successful candidate will be responsible for providing operational support across these processes and will provide professional advice to staff and students. They will ensure that the University complies with its own processes, support the development of policies and procedures and engage with staff to implement best practice.

Due to the complexity of the Skilled Worker Visa route and eligibility criteria, applicants requiring sponsorship are recommended to check their eligibility on the Home Office website. We cannot provide advice to candidates at the application stage and will only discuss visa routes with candidates who are invited to interview. There is further information about this on the UK Visas and Immigration Website UK Visas and Immigration Website.

Qualifications and Experience

We are seeking a highly motivated individual who thrives in a busy environment. The team's workload is varied, and so the ideal candidate will be able to balance multiple priorities whilst ensuring key deadlines are met.

You will have:

• Experience of interpreting and applying regulations, policies and procedures
• Experience of working in a compliance environment, or working in a complaints handling service or similar
• Excellent written and oral communication skills, including the ability to write about complex matters concisely and with precision
• Ability to engage sensitively and constructively with a range of people
• Ability to remain calm and approachable under pressure
• Experience of writing minutes and reports

Contact

Contact Name: Melissa Willcox
Contact Job Title: Head of Student Complaints, Appeals and Regulation
Contact Email address:
Alternative Contact Name: Joshua Madrid

Equality and Recruitment Statement

The University is committed to having a diverse and inclusive workforce, supports the gender equality Athena SWAN Charter and the Race Equality Charter, and champions LGBT+ equality. We are a Disability Confident Employer (Level 2). Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.