Morgan Hunt are currently working with a Higher Education institution in their search for a Head of Student Complaints to provide short-term cover during a period of absence. This is an excellent opportunity for an experienced higher education professional to step into a specialist role focused on student complaints governance, OIA case management and complex stakeholder coordination.
In this role, your primary focus will be overseeing the institution’s student complaints framework, with particular responsibility for managing cases involving the Office of the Independent Adjudicator (OIA). You will ensure complaints are handled in line with internal procedures, regulatory expectations and best practice, while providing expert guidance on complex or sensitive cases.
A key part of the role will involve multi‑agency coordination, working with internal stakeholders, external legal advisers, local authorities and other relevant bodies where complaints require broader governance oversight or external engagement. You will act as a senior point of expertise on student complaints governance, helping to ensure consistent, fair and robust decision‑making.
This is a highly specialist interim assignment, focused specifically on complaints governance rather than the full remit of the permanent leadership role. As such, we are seeking someone who can hit the ground running immediately, bringing demonstrable experience of OIA case management and the wider higher education student complaints framework.
The successful candidate will have strong experience within student complaints, academic governance or case management within Higher Education, alongside excellent judgement, stakeholder management skills and the ability to operate confidently in a fast‑paced environment.
Job Title
Head of Student Complaints (Interim)
Location
Hybrid – 60% in Liverpool office (flexible)
Rate
£330.00 – £340.00 per day (Umbrella)
Contract Type
Temporary (3 months, potential extension)
Hours
Full‑time
Key Responsibilities
* Lead on the management of student complaints, with a strong focus on OIA‑related casework.
* Ensure complaints are managed in line with institutional procedures, regulatory requirements and sector best practice.
* Act as a senior point of expertise for complex or sensitive student complaints matters.
* Manage the institution’s relationship with the Office of the Independent Adjudicator (OIA).
* Coordinate with internal stakeholders, legal advisers, local authorities and other relevant external bodies.
* Provide governance oversight and advice on complaint handling and escalation routes.
* Support fair, consistent and compliant decision‑making across complaint processes.
* Maintain accurate records, case documentation and governance reporting where required.
Candidate Profile
* Significant experience managing student complaints within Higher Education.
* Strong working knowledge of the OIA framework and student complaints governance.
* Experience managing complex or sensitive complaints cases.
* Ability to coordinate effectively across multiple stakeholders and external agencies.
* Strong judgement and ability to navigate complex governance issues.
* Excellent communication and stakeholder management skills.
* Ability to hit the ground running in a short‑term interim assignment.
* Experience liaising with solicitors or external regulatory bodies (desirable).
Why Apply?
This is a rare opportunity for a specialist Higher Education complaints professional to step into a highly focused interim assignment, making an immediate impact on a critical governance function within a busy university environment.
If you are interested in this opportunity, please contact Alfie Robinson at Morgan Hunt for more information.
Morgan Hunt is an equal opportunities employer; job suitability is assessed on merit in accordance with applicant’s skills, qualifications and abilities to perform the relevant duties required in the role.
#J-18808-Ljbffr