Student Complaints & Appeals Specialist

Laureate Australia; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Study funding

Internal opportunities

Values-driven environment

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 relating to academic integrity and generative AI.

You will investigate, assess evidence, prepare clear summaries, and draft outcome correspondence while ensuring transparency and auditable records. The role is full-time with hybrid flexibility at the Surry Hills campus in Sydney.

Qualifications

• Experienced complaints or case management professional with at least five years’ experience.
• Ability to handle appeals and complaints involving academic integrity and generative AI.
• Strong written and verbal communication for diverse audiences, including EAL learners.
• Knowledge of privacy, procedural fairness and records management.

Responsibilities

• Triage new appeals, set priorities and maintain momentum across a high-volume caseload.
• Gather and test evidence, liaise with relevant parties, verify policy application and assess remedies.
• Prepare accurate reports, case summaries and plain-English outcome letters.
• Keep complainants and appellants informed about processes, timelines and outcomes.
• Apply policies consistently to ensure fairness and independence.

Skills

Case management

Analytical thinking

Empathy & communication

Recordkeeping

Education

Undergraduate degree

Equivalent experience

Tools

Word processing

Spreadsheets

Records management

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 relating to academic integrity and generative AI.

You will investigate, assess evidence, prepare clear summaries, and draft outcome correspondence while ensuring transparency and auditable records. The role is full-time with hybrid flexibility at the Surry Hills campus in Sydney.