Students complaints and Appeals

  • £9 - £14 per hour
  • Posted: 13/01/2017
  • London
  • Job Ref: LPj0012
  • Permanent

Job Details

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.