Student Complaints & Appeals Specialist

Strayer University; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Study opportunities

Internal mobility

Purpose-led culture

Job summary

Torrens University Australia is seeking a Student Complaints Officer to support the Student Complaints Manager in resolving a large volume of student complaints and appeals, including matters on academic integrity and generative AI.

You will investigate, assess evidence, draft outcomes in plain English, and work with academic and professional teams to continually improve complaint-handling processes. The role is based at our Surry Hills campus with hybrid flexibility.

Qualifications

• Minimum five years' experience managing student complaints or similar casework.
• Experience handling appeals and academic integrity matters, including generative AI.
• Strong written and verbal communication for diverse audiences.

Responsibilities

• Triage new appeals and manage a high-volume caseload.
• Gather and test evidence, advise on appropriate remedies and policy application.
• Prepare case summaries and plain-English outcome letters for all parties.
• Maintain accurate records and ensure privacy and confidentiality.
• Provide specialist guidance on appeals and academic integrity issues.

Skills

Complaints handling

Case management

Academic integrity

Attention to detail

Written communication

Education

Undergraduate degree

Tools

Word processing

Spreadsheets

Records management systems

Job description

Torrens University Australia is seeking a Student Complaints Officer to support the Student Complaints Manager in resolving a large volume of student complaints and appeals, including matters on academic integrity and generative AI.

You will investigate, assess evidence, draft outcomes in plain English, and work with academic and professional teams to continually improve complaint-handling processes. The role is based at our Surry Hills campus with hybrid flexibility.