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- Tasks: Manage complaints and academic appeals while leading a dedicated team.
- Company: Join the University of the West of Scotland, a top modern university driving global knowledge and innovation.
- Benefits: Enjoy 24 days annual leave, flexible working, fitness facilities, and a competitive pension scheme.
- Why this job: Be part of a supportive team making a real impact in students' lives and education.
- Qualifications: Degree or equivalent experience in management, with strong communication and relationship-building skills.
- Other info: Early applications are encouraged; UWS values diversity and is a Disability Confident employer.
The predicted salary is between 36000 - 60000 £ per year.
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.
- Experience of working with a diverse range of people.
- Excellent written and oral communication skills, with meticulous attention to detail.
The University of the West of Scotland is one of Scotland’s largest and most dynamic modern universities. Our reach across the country, together with our London campus, means that UWS is a significant force in global knowledge creation, innovation, and a leading provider of undergraduate, postgraduate and research degree education.
We offer our staff a caring and supportive environment, across five campuses, and a competitive benefits package which includes:
- 24 days of annual leave, plus a further 12 days for public/university holidays
- An additional day’s leave on your birthday
- Defined benefit contribution pension scheme (including death in service benefits upon joining the scheme)
- A flexible approach to working pattern and work-life balance
- Employee discount scheme across 3,500 retailers
- Fitness facilities across our campuses
- Access to a range of health and wellbeing resources, including occupational health, physiotherapy and access to our Employee Assistance Programme
- Professional, career and research development opportunities
Interview Date: Week commencing the 7th of August 2025.
Please note that the appointment will be made on the first point of the salary scale (unless by exception, where evidence would need to be provided). The University reserves the right to shorten/extend the closing date of any position where a high/low volume of suitable applications are received. Therefore, if you are interested in this role, an early application would be encouraged.
UWS is committed to equality and diversity and welcomes applications from underrepresented groups. UWS is a "Disability Confident" employer. University of the West of Scotland is a registered Scottish charity, no. SC002520.
Appeals, Complaints and Conduct Manager employer: University of the West of Scotland
Contact Detail:
University of the West of Scotland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Appeals, Complaints and Conduct Manager
✨Tip Number 1
Familiarise yourself with the University’s Complaints Handling Procedure and the Code of Discipline for Students. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Network with current or former employees in similar roles at the University. They can provide valuable insights into the team dynamics and expectations, which can be beneficial during your application process.
✨Tip Number 3
Prepare examples from your past experience that showcase your management skills and ability to handle complaints or appeals. Be ready to discuss how you navigated complex situations and built relationships with diverse groups.
✨Tip Number 4
Stay updated on current trends and best practices in complaint management and student conduct. This knowledge can set you apart and show your proactive approach to continuous improvement in the field.
We think you need these skills to ace Appeals, Complaints and Conduct Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in complaints management, case handling, and leadership. Use specific examples that demonstrate your ability to manage complex situations and build effective relationships.
Craft a Strong Cover Letter: In your cover letter, address the key responsibilities of the Appeals, Complaints and Conduct Manager role. Emphasise your interpersonal skills and experience with regulatory frameworks, showcasing how you can contribute to the team at UWS.
Highlight Relevant Experience: When detailing your work history, focus on roles where you managed complaints or appeals. Include metrics or outcomes that illustrate your success in these areas, as this will strengthen your application.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Attention to detail is crucial for this role, so ensure your application reflects that quality.
How to prepare for a job interview at University of the West of Scotland
✨Showcase Your Interpersonal Skills
As the role requires excellent interpersonal skills, be prepared to demonstrate how you've effectively built relationships in previous positions. Share specific examples of how you handled difficult situations with sensitivity and professionalism.
✨Highlight Your Management Experience
Discuss your direct management experience and how it has equipped you for this role. Be ready to provide examples of how you've led teams, implemented processes, and improved service delivery in complaints or conduct management.
✨Familiarise Yourself with Regulatory Frameworks
Since the position involves working with regulatory frameworks, make sure you understand the relevant policies and procedures. Prepare to discuss how you've navigated similar frameworks in past roles and any improvements you've identified.
✨Demonstrate Attention to Detail
Given the importance of meticulous attention to detail in this role, prepare to showcase your written and oral communication skills. Bring examples of reports or communications you've crafted that highlight your ability to convey complex information clearly.