"Complaints and Appeals Officer"

University of East London

We’re the University of East London (UEL) founded in 1898 and proud to change lives through education. Our goal is to advance industry 5.0 careers-first education and provide a clear path to the jobs and opportunities of the future. We’re committed to driving diversity in the 5.0 talent pipeline, working in partnership to promote talent wherever it is found and creating a balanced, inclusive, and green future.

But we can't achieve this goal alone. We need forward-thinking, innovative, and curious individuals like you to join our community and help us craft our future. As part of our team, you'll have the opportunity to work with a diverse range of people who share your passion for creating positive change. We’re an inclusive and welcoming community that is constantly moving forward, never satisfied with the status quo.

About the School / Service

The Complaints and Appeals team manage the formal processes for students to raise concerns and challenge decisions related to their academic progress, conduct, or other aspects of their university experience. They ensure these processes are fair, independent, and transparent. The team contributes to the overall quality of the student experience and the university's adherence to academic standards.

About the Job

To support the administration of complaints according to the statutory requirements of the University’s Complaints Handling Procedure and all student academic appeals and suspensions. The post holder works collaboratively and proactively with a range of colleagues and services across the institution; as well as with relevant external agencies such as Office of the independent Adjudicator (OIA). 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.

About You

The ideal candidate will be educated to a minimum of degree level or equivalent and possess experience of complaints and appeals case handling within higher education. You will have experience of producing induction/training materials and have the ability to establish good working relations with a diverse range of people from academic staff to external organisations.

Benefits Package

At UEL, we believe that a great role is about more than just a salary. It’s about the complete package, including our outstanding work environment and inclusive culture. We offer a genuinely competitive salary, dependent on experience (DOE), and a range of excellent benefits. You can explore our full benefits package here: https://uel.ac.uk/benefits-professional-services-positions

Equal Opportunities

UEL is an inclusive equal opportunities employer and are proud of our Equality, Diversity and Inclusivity achievements, including: zero gender pay gap, members of Stonewall and have won Athena Swan awards. We expect all employees of UEL to accept our EDI policy and will not tolerate discrimination in any form. We're a disability confident employer and value all applications. Please let us know if you require any reasonable accommodations throughout the recruitment process.

So, if you’d like to take your career to the next level with us here at the University of East London and are inspired by our environment and commit to success, we want you to apply today!