Conduct, Appeals and Complaints Manager

• Lead on, undertake and manage student caseload on student appeals, complaint and misconduct in accordance with policy and regulations as it pertains to partners and revalidation.
• Manage individual student appeal, fitness to study, misconduct and complaint cases, overseeing the internal and, where necessary, the external, completion processes for each case including:

A. Assessment of cases in relation to whether the relevant grounds have been met.

B. Establishment of relevant evidence for each case in liaison with colleagues in Schools and the student.

C. Review of each case in relation to action already taken and proposed next steps in accordance with Policy and Regulation.

D. Liaison with each student on their position and rights, guiding them to sources of support as required.

E. Ensure that all relevant parties are kept up to date with progress and development and that there is an accurate record of these communications.

F. Making arrangements and providing support for appeals and disciplinary panels (where relevant), providing accurate minutes of hearings and supporting the panel in its deliberations.

G. Liaison with relevant Schools and professional services colleagues on individual cases where further opinion is required in terms of appropriate action.

H. Maintaining accurate and up-to-date files on each case including learning points identified.

• Where appropriate, undertake staff case work and liaise with the Human Resources Team where necessary.
• Liaise with, support and provide guidance to Schools and other professional service staff on the application of the policy and regulatory framework for appeals, misconduct and complaints.
• Liaise with, support and provide guidance to the Students’ Union, where relevant.
• Liaise with Schools and Professional Service Staff on (i) issues arising from student cases, (ii) how these inform subsequent enhancement plans (iii) and how student case data may best be used to support on-going enhancement.
• Support the effective operation of all relevant processes for managing student cases, making recommendation for change as appropriate. This includes (i) the policy and regulatory framework and (ii) operational management of caseload within Registry.
• Under the direction of the Deputy Principal and Assistant Registrar (Quality Assurance and Regulatory Compliance) liaise with the Office of the Independent Adjudicator and City,University of London, including managing responses to cases referred back to ArtsEd.
• Produce and revise training documentation for case management responsibilities andoperations, and lead the delivery of training workshops to staff across the institution?

Additional Information

The post holder must at all times carry out their responsibilities with due regard to the Institution’s Equal Opportunities Policy.

The post holder must accept responsibility for ensuring that the policies and procedures relating to Health and Safety in the workplace are adhered to at all times.

The post holder must respect the confidentiality of data stored electronically and by other means in line with General Data Protection Regulation 2018 (GDPR) the Data Protection Act 2018.

The post holder must ensure that all work is carried out in professional and timely manner, with appropriate confidentiality and sensitivity.

The post holder must have a good understanding of and adhere to Safeguarding and welfare requirements as well as how to fully apply the Safeguarding and welfare rules when supporting students.

The post holder must promptly undertake required training necessary for the role as well as any institutional training required.