Student Complaints & Appeals Specialist

Torrens University Australia; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Study free in related course

Internal opportunities across the org

Values-driven environment

Job summary

Torrens University Australia is seeking a dedicated Student Complaints Officer to support the Student Complaints Manager in resolving high volumes of student complaints and appeals, including academic integrity and generative AI matters. You will ensure fairness, transparency and accurate, auditable records.

The role requires five years’ experience in complaints or case management within higher education, excellent written communication, and the ability to work collaboratively across academic

Qualifications

• Five years’ experience managing student complaints or appeals in higher education.
• Excellent written and verbal communication with diverse audiences.
• Ability to work collaboratively across academic and professional teams.

Responsibilities

• Triage new appeals and manage a high-volume caseload.
• Gather and test evidence, verify policy application, and prepare succinct case summaries.
• Prepare outcome letters and reports with plain-English recommendations.
• Maintain privacy, accuracy and auditable records across systems.

Skills

Student complaints

Case management

Communications

Collaboration

Education

Undergraduate degree or equivalent

Tools

Word processing

Spreadsheets

Enterprise records management

Job description

Torrens University Australia is seeking a dedicated Student Complaints Officer to support the Student Complaints Manager in resolving high volumes of student complaints and appeals, including academic integrity and generative AI matters. You will ensure fairness, transparency and accurate, auditable records.

The role requires five years’ experience in complaints or case management within higher education, excellent written communication, and the ability to work collaboratively across academic