Head of Student Complaints
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About ARU:
ARU is a global university transforming lives through innovative, inclusive and entrepreneurial education and research. ARU holds a Gold award for the quality of its education, awarded through the Teaching Excellence Framework (TEF).
ARU's research institutes and four faculties bridge scientific, technical and creative fields. We deliver impactful research which tackles pressing issues and makes a real difference to our communities. Our academic excellence has been recognised by the UK's Higher Education funding bodies, with 16 of our research areas assessed as world leading. We are the largest provider of Nursing, Midwifery, Health and Social Care students in the East of England, and we are also among the UK's leading universities for degree apprenticeship provision, working with hundreds of employers across the UK.
About the Role:
We have an exciting, fixed term opportunity for an experienced complaints professional to lead the Student Complaints and Conduct Team, located within the Secretary and Clerk's Office. We are looking for a highly motivated individual with a strong background in complaint handling at a senior level alongside experience in supporting with conduct matters.
As the Head of Student Complaints and Conduct you will have excellent leadership and interpersonal skills and a commitment to excellent customer experience. You will have responsibility for overseeing the operation and delivery of Student Complaints, Student Discipline and Fitness to Practise cases which will include day to day case specific support. You will support our work on Harassment and Sexual Misconduct alongside supporting other key University functions and procedures. You will join a highly regarded and experienced team covering a variety of issues, including sensitive and potentially high-profile student cases.
Educated to degree level or equivalent professional qualification, you will have substantial experience of complaints, and some experience of conduct related casework. You will have experience working within a regulatory environment, complying with internal and external deadlines and requirements. If you have previous relevant experience, ideally gained in an education environment, a customer-centric ethos and can demonstrate commitment to our values then we'd love to hear from you.
Informal enquiries can be made to Alice Evans, Student Complaints Manager, at alice.evans@aru.ac.uk or on 01245 684236
Find out more about working with us and how we recruit .
We have an agile working culture and offer an extensive range of benefits including generous holiday entitlement, occupational pension schemes, training and development opportunities, travel to work scheme and a competitive relocation package. Visit our benefits page for full details.
We are committed to safeguarding and promoting welfare of our staff and students and expect all staff and volunteers to share this commitment. Applicants should be aware that ARU will carry out online searches as part of the due diligence on short listed candidates.
We value diversity at ARU and welcome applications from all sections of the community.
We have a responsibility to ensure that all employees are eligible to live and work in the UK.
Committed to being inclusive and open to discuss flexible working.
We reserve the right to close this vacancy once we have received sufficient applications.
Guidance Notes:
Please download the Job Description Person Specification for key requirements. To apply, demonstrate how your skills and experience meet the criteria.