Purpose of Role
:
The role holder will occupy a administrative role within the Student Appeals, Student Academic Misconduct and University Complaints Team of the Policy and Governance Division and will have the responsibility for providing supporting the caseload of student complaints, appeals and discipline related issues across the University.
The role holder will work with the Senior Complaints Officer and Senior Student Conduct Officer, to undertake investigations, prepare reports and responses to cases, ensuring compliance with internal and external regulations and best governance practice.
In addition, the role holder will support the Policy and Governance of the University, by undertaking clerking responsibilities for sub-committees of the University and in ensuring maintenance of University Regulations and Policies in their area.
Key Duties and Responsibilities:
1. The post-holder will provide a clerical service for the Division’s internal process for dealing with student academic appeals, student academic and non-academic misconduct and Univeristy complaints, supporting on a daily basis the management of cases reported to the University
2. Acknowledging receipt of cases and creating appropriate folders within (i) the Microsoft Outlook mailboxes, (ii) on the internal SharePoint folders, (iii) external software platforms
3. Collating the evidence submitted, from a variety of sources, and ensuring that these are appropriately allocated to the correct case folders
4. Creating the case file templates for each case in the manner required, ensuring that these are inline with policy and procedures
5. Supporting the team in arranging meetings with staff and/or students
6. Liaise with the Primary Academic Units, and all campuses, in respect of management of cases, with provision of relevant background information for consideration by the relevant Committees and, where applicable, Deans of the University, providing advice on Complaint and Student Conduct procedures and on individual student cases that are being reviewed, the stages of cases, and on individual appeals on cases
7. Provide ancillary support for other governance related activities undertaken by the Policy and Governance Division, as requested by the Head of Policy and Governance Division
Education, Qualifications & Experience:
Essential
8. Excellent written and oral communications skills, and the ability independently to produce high quality written work
9. Experience of working on their own initiative with minimal day-to-day supervision, and proactivity in their approach to managing the day-to-day affairs of the their work and identifying and implementing improvements
10. A flexible and adaptable approach, coupled with the ability to prioritise workload to meet deadlines
11. Good all round organisational and forward planning abilities. The post-holder will be expected to balance a varied group of concurrent projects and activities
12. A high degree of attention to detail and accuracy of working in all areas relating to the post
13. The ability to operate with a high degree of tact and discretion due to the highly sensitive and confidential nature of the material that may be handled
14. A pleasant, helpful and professional manner
15. Experience of team working and effectiveness as a good team player
16. IT literacy with good keyboard skills, a good working knowledge of Microsoft Office applications, especially Microsoft Word, Excel and PowerPoint, and the Internet
Desirable
17. Knowledge and experience of file management (including emails)
18. Relevant tertiary-level educational or vocational qualifications
19. Knowledge and experience of appeal, complaints and/or discipline (misconduct) policies and procedures.