Manager, Student Complaints

Company:

Our client is a leading globally recognised institution known for its strong focus on innovation, collaboration, and real-world impact. It fosters a dynamic and inclusive environment where research and industry partnerships drive meaningful outcomes and support the development of future-focused careers. Committed to sustainability and positive social change, the organisation connects people, ideas, and resources to address complex global challenges.

The role:

• Lead and manage end-to-end complaints processes, ensuring timely and consistent case handling
• Triage and assess incoming matters, determining appropriate actions and pathways
• Conduct investigations, gathering evidence and stakeholder perspectives to inform outcomes
• Make fair, balanced decisions and resolve complaints, including complex or sensitive cases
• Maintain clear and consistent communication with stakeholders throughout the process
• Drive continuous improvement by identifying trends and recommending process or policy changes
• Ensure compliance with all relevant regulatory, policy, and governance requirements
• Maintain accurate records, data, and reporting, including regular and annual reporting outputs
• Build strong internal and external relationships, including collaboration across teams and sectors
• Lead, coach, and support staff while managing projects, resources, and competing priorities

About you:

To be successful in this role, you will have:

• Proven leadership experience managing teams and delivering an effective complaints or case management function
• Strong communication and stakeholder engagement skills, with the ability to influence across all levels
• Strategic thinker with a proactive approach to problem-solving and continuous improvement
• High attention to detail, with sound judgement and the ability to manage competing priorities
• Demonstrated experience interpreting and applying policies and procedures
• Highly organised, with the ability to manage workflows and meet deadlines
• Strong systems skills, including reporting, data analysis, and use of standard office tools
• Solid understanding of complaints management frameworks and best practice
• Experience handling complex or sensitive matters and resolving issues effectively
• Relevant tertiary qualification or equivalent experience (legal or counselling background advantageous)

What's on offer:

• Hybrid working
• Friendly tight knit office environment

Reference Number: 06800-0013428253

This is an hybrid position.

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