The Student Appeals and Complaints Coordinator sits in the Student Appeals and Complaints Office at Northumbria University, a small team within Legal Services that decides formal appeals and complaints. The work centres on assessing complaints and academic appeals against the Handbook of Student Regulations, reaching impartial, evidence-based decisions and advising students and staff on procedure. Cases are often sensitive and complex, and the team also responds to Office of the Independent Adjudicator for Higher Education requests. Candidates need a good honours degree or equivalent experience, plus resilience.
What the job involves
- Assess complaints, academic appeals and other challenges against the Handbook of Student Regulations
- Make impartial, evidence-based decisions on cases
- Give clear procedural guidance to students and staff
- Respond to enquiries from students and staff
- Manage sensitive and complex cases
- Write accurate, well-reasoned reports explaining the rationale for decisions
- Respond to requests for information from the Office of the Independent Adjudicator for Higher Education
- Work on casework with colleagues across the University and share good practice
- Contribute to team learning and development opportunities
Qualifications
- Good honours degree or equivalent relevant experience
Experience
- Applying policies, regulations or procedures to individual cases and making evidence-based decisions
Skills & knowledge
- Strong analytical skills
- Assessing complex information and exercising sound judgement
- Explaining decisions clearly and confidently
- Excellent verbal and written communication
- Organising work, prioritising competing demands and meeting deadlines
- Learning quickly, working independently and collaboratively, and responding constructively to challenge and feedback
Other
- Intellectual and emotional resilience
- Impartiality and professionalism when faced with challenging behaviour
What’s offered
- Excellent pension schemes
- Flexible working
- Flexible hours and location where the role allows
- Generous holiday entitlement
- Positive work-life balance
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Contact Details:
The Methodist Church in Britain Recruitment Team
