The University of West London is a public university in the United Kingdom which has campuses in Ealing and Brentford in London, as well as in Reading in Berkshire and are now recruiting for a Student Complaints and Appeals Officer
Duties of the role include:
- The management of all student complaints, student appeals and student disciplinary matters including:
Ø Ensure that University’s regulatory framework for the above are up-to-date and comply with OIA and other relevant legislation and guidance, updating policy and procedure where appropriate
Ø Ensure that the process is effectively communicated to students via the website and other means
Ø Ensure that staff are aware of the procedures
Ø Effective, timely handling of complaints, appeals and disciplinaries in accordance with the above framework
Ø Deal arrange and support the consideration of applicants with criminal convictions
Ø Maintenance of the student complaints and appeals database.
Ø Liaison with academic staff to resolve issues where possible
Ø Regular liaison with the Students’ Union
Ø Regular liaison with the Office of the Independent Adjudicator
Ø Oversight of and, where appropriate, attendance at student hearings.
Ø Provision of accurate well researched advice to the University’s Schools to ensure adherence to the University’s regulatory framework.
Ø Providing an annual report to Academic Board and the Board of Governors on the number and outcomes of complaints and appeals
Ø Manage the work of the Complaints and Appeals Administrator
Ø Prepare documentation for the suspension of students where appropriate
The role is a grade 5. Duration is ongoing, on a month by month basis.