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- Tasks: Lead investigations and manage student appeals, complaints, and conduct cases.
- Company: Queen Mary University of London, a hub for diversity and academic excellence.
- Benefits: Competitive salary, generous leave, flexible working, and professional development opportunities.
- Why this job: Make a real difference in students' lives while ensuring compliance and best practices.
- Qualifications: Experience in complex investigations and casework management.
- Other info: Join a collaborative team dedicated to innovation and social justice.
The predicted salary is between 38000 - 46000 £ per year.
Queen Mary is looking to recruit a new candidate to the Appeals, Complaints & Conduct Officer role within the Appeals, Complaints & Conduct Office (ACCO). The Appeals, Complaints & Conduct Officer is a senior caseworker within ACCO, and works across the University to ensure best practice in matters related to all areas of student appeals, complaints and conduct, including both academic and non-academic matters.
You draw on experience leading complex investigations and busy casework to ensure a highly efficient and responsive approach to the investigation and response to all forms of student regulatory matters and casework at the University. You balance a sympathetic understanding of the student experience with consistent compliance with policy. You are committed to ensuring best-practice within the higher education regulatory environment through the provision of advice, training and guidance to colleagues, as well as leading the investigation of your own complex cases.
The Governance and Legal Services Directorate comprises expert teams in governance, compliance, policy, casework and legal, working with a common purpose to protect the University’s interests whilst enabling innovation and the achievement of the University’s objectives. The Directorate works collaboratively across the university community to develop awareness of university policy and regulations, legal issues and external compliance.
At Queen Mary University of London, we believe that a diversity of ideas helps us achieve the previously unthinkable. Throughout our history, we’ve fostered social justice and improved lives through academic excellence. And we continue to live and breathe this spirit today, not because it’s simply ‘the right thing to do’ but for what it helps us achieve and the intellectual brilliance it delivers. We continue to embrace diversity of thought and opinion in everything we do, in the belief that when views collide, disciplines interact, and perspectives intersect, truly original thought takes form.
We offer competitive salaries, access to a generous pension scheme, 30 days’ leave per annum (pro-rata for part-time/fixed-term), a season ticket loan scheme and access to a comprehensive range of personal and professional development opportunities. In addition, we offer a range of work life balance and family friendly, inclusive employment policies, flexible working arrangements, and campus facilities. Queen Mary’s commitment to our diverse and inclusive community is embedded in our appointments processes. Reasonable adjustments will be made at each stage of the recruitment process for any candidate with a disability. We are open to considering applications from candidates wishing to work flexibly.
Appeals, Complaints & Conduct Officer employer: Queen Mary University of London
Contact Detail:
Queen Mary University of London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Appeals, Complaints & Conduct Officer
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Queen Mary through LinkedIn or alumni groups. A friendly chat can give us insider info on the role and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by researching common questions for Appeals, Complaints & Conduct Officer roles. We should also think about our own experiences that showcase our skills in handling complex investigations and casework.
✨Tip Number 3
Showcase our understanding of the student experience during interviews. We need to balance empathy with compliance, so think of examples where we've successfully navigated tricky situations while adhering to policies.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows we’re genuinely interested in being part of the Queen Mary community.
We think you need these skills to ace Appeals, Complaints & Conduct Officer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of Appeals, Complaints & Conduct Officer. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Experience: When detailing your past roles, focus on your experience with complex investigations and casework. We want to see how you've handled similar situations and what outcomes you achieved.
Be Clear and Concise: Keep your writing clear and to the point. Avoid jargon unless it's relevant to the role. We appreciate straightforward communication, especially when it comes to sensitive matters like student appeals and complaints.
Apply Through Our Website: Don't forget to submit your application through our official website! This ensures that your application is processed correctly and gives us all the info we need to consider you for the role.
How to prepare for a job interview at Queen Mary University of London
✨Know Your Stuff
Make sure you’re well-versed in the policies and procedures related to student appeals, complaints, and conduct. Familiarise yourself with Queen Mary's values and how they align with your approach to handling complex investigations.
✨Show Empathy
Demonstrate your understanding of the student experience during the interview. Share examples of how you've balanced compliance with a sympathetic approach in past roles, as this will resonate well with the interviewers.
✨Prepare for Scenario Questions
Expect to be asked about specific situations you might face in the role. Prepare by thinking through potential casework scenarios and how you would handle them, showcasing your problem-solving skills and adherence to best practices.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about the team dynamics within the Governance and Legal Services Directorate or how they measure success in the Appeals, Complaints & Conduct Office. This shows your genuine interest in the role and the organisation.
