Student Complaints & Appeals Advisor (Hybrid)

Strayer University; Sydney; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Hybrid work flexibility

Study support

Career development opportunities

Job summary

Torrens University Australia is seeking an experienced Student Complaints Officer to support the Student Complaints Manager in handling a high-volume caseload of complaints and appeals, including matters related to academic integrity and generative AI. You will investigate, test evidence, draft summaries and recommendations, and communicate outcomes clearly to students and staff.

The role requires strong written English, meticulous recordkeeping, and the ability to work with multiple campus

Qualifications

• Five+ years’ experience managing student complaints within education or university settings.
• Ability to draft clear, well-reasoned correspondence and outcomes.
• Knowledge of privacy, records management and procedural fairness.

Responsibilities

• Triage new appeals, set priorities and monitor a high-volume caseload.
• Gather and test evidence, liaise with relevant parties and verify policy application.
• Prepare accurate case summaries, recommendations and plain-English outcome letters.
• Provide specialist advice on appeals, including academic integrity and generative AI issues.
• Maintain auditable records and contribute to continuous improvement of processes.

Skills

Case management

Complaint handling

Written communication

Privacy & confidentiality

Policy knowledge

Education

Undergraduate qualification

Tools

Word processing

Spreadsheets

Enterprise records management systems

Job description

Torrens University Australia is seeking an experienced Student Complaints Officer to support the Student Complaints Manager in handling a high-volume caseload of complaints and appeals, including matters related to academic integrity and generative AI. You will investigate, test evidence, draft summaries and recommendations, and communicate outcomes clearly to students and staff.

The role requires strong written English, meticulous recordkeeping, and the ability to work with multiple campus