Appeals, Conduct and Complaints Manager

About the Role

Reporting to the Head of Academic Affairs, the Appeals, Conduct and Complaints Manager will lead the strategic development and operational delivery of the Appeals, Conduct and Complaints team. The role is responsible for overseeing the development and implementation of regulations, policies and procedures, managing complex and high-risk student cases, providing specialist advice and guidance to stakeholders and driving service improvement, regulatory compliance and effective team performance across a wide-ranging student casework portfolio.

Main responsibilities include:

• Leading the strategic development of regulations and procedures relating to academic appeals, academic offences, conduct, fitness to practise, student complaints and NI Public Services Ombudsman complaints.
• Managing a professional team to deliver team, departmental and institutional objectives.
• Leading the investigation and management of complex, high-risk student cases.
• Providing professional, specialist and compassionate advice and guidance to staff and students.
• Reporting to, engaging with and influencing University governance committees.

About the Person

The successful candidate must demonstrate the following essential criteria:

• A primary or higher degree (or equivalent) OR Substantial relevant experience demonstrating professional management ability in an Appeals, Conduct and Complaints or similar role.
• Significant relevant broad management/professional experience in similar role(s) including:
  • Managing appeals, conduct or complaints cases.
  • Experience of developing and drafting complex documents for a wide range of users, including case summaries and/or policy documents.
  • Formally authoring, reviewing, revising, implementing, and advising on regulations, policies and procedures in relation to appeals, conduct, complaints or similar.
  • Line management of staff.
• Experience of developing innovative solutions and contributing to strategic planning.
• Advanced IT skills including experience of Microsoft Office software applications.
• Relevant knowledge and understanding of the rapidly changing operation and culture of higher education.
• Ability to communicate effectively with internal and external stakeholders.
• Evidence of positive negotiation and influencing skills.
• Well developed analytical and problem solving capability.
• Ability to prioritise and schedule workload in the face of conflicting demands.
• Display high degrees of resilience and ability to think clearly when simultaneously managing several complex cases.
• Willing to work flexibly to meet the requirements of the post and the Agile Working Policy.

To be successful at shortlisting stage, please ensure you clearly evidence in your application how you meet the essential and, where applicable, desirable criteria listed in the Candidate Information document on our website.

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