Conduct, Appeals and Complaints Manager

Job Title: Conduct, Appeals and Complaints Manager
Department: Registry Team
Reports to: Assistant Registrar (Quality Assurance and Regulatory Compliance)
Responsible for N/A
Working pattern: Part-time (12 Months Fixed-Term)
Hours: 3 days a week
Salary: £25000
  • 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.

  Specification         Essential / Desirable  Assessment Method
Qualifications and Knowledge
1.    Educated to degree level or equivalent and commitment to continuing professional development Essential Application
2.    Excellent knowledge of the national quality assurance framework as well as regulatory and statutory environment/requirements Essential


Application and Interview
3.    Experience of working in a case handler role in a higher education, customer service, or legal environment including undertaking investigations and managing student casework relating to complaints and academic appeals. Essential Application and Interview
4.    A clear understanding of the complexity of Higher Education in relation to (i) student learning, (ii) maintenance of academic quality and standards and associated risks, (iii) the broader student experience and (iv) evolving and complex implications of the external

quality assurance environment

Essential Application / Interview
5.    Previous experience of working in a higher education institution with an emphasis on quality assurance and enhancement and academic governance Desirable Application and Interview
6.    Experience of developing higher education policies, regulations and procedures relating to students and staff Essential Application and Interview
7.    Experience of producing high quality written reports. Essential Application and Interview
8.    Experience of designing and delivering training Desirable Application and Interview
9. Experience of committee support and servicing (including minute writing, report writing and presentation). Essential Application and Interview
10. Experience of working with a range of people and stakeholders, at different levels, within an organisation. Essential Application and Interview
11. Experience of making evidence-based improvements to case management procedures and ensuring a review is part of departmental practice. Essential Application and Interview
Skills and Abilities
12. Ability to communicate complex information in an effective, concise and tactful manner, both orally and in writing with excellent attention to detail Essential Application /  Interview
13. Ability to analyse and disseminate information efficiently and effectively including providing information and advice to colleagues on matters related to casework management. Essential Application /

Interview and Exercise

14. Skills in absorbing the details of complex cases, distilling the essential facts and undertaking investigations Essential Application /

Interview and


15. Proficient IT skills across a wide range of applications, including general Office software. Essential Application
16. Excellent organisational skills with the ability to organise, delegate and plan effectively across competing priorities. Essential Application and Exercise
17. Able to negotiate, network professionally and influence across organisational boundaries to deliver a timely positive outcome diplomatically. Essential Application and Interview
18. Ability to work to professional standards with integrity, honesty and confidentiality. Essential Application and Interview
19. Ability to manage staff to support the timely progress of case management processes. Essential Application and Interview
20. Commitment to deliver and promote equality, diversity and inclusivity in the day to day work of the role? Essential Interview