Student Complaints & Appeals Specialist

Strayer Education, Inc.; Sydney; Hybrid; AUD 80,000 - 105,000; Full time

Benefits offered by this job

Study benefits

Internal opportunities

Values-driven 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 related to academic integrity and generative AI. You will prepare clear case summaries, advise on procedures, and help maintain accurate records.

You will investigate, assess evidence, draft outcome letters, and work with academic and professional teams to improve complaint-handling processes while ensuring

Qualifications

• Five years’ experience in student complaints or case management.
• Experience with appeals and academic integrity, incl. generative AI.
• Highly organized with strong attention to detail.
• Clear, empathetic written communication.
• Knowledge of privacy, records management, and procedural fairness.

Responsibilities

• Triage appeals and manage a high-volume caseload.
• Gather and test evidence; verify policy application.
• Prepare case summaries and outcome letters.
• Provide advice on appeals and academic integrity.
• Collaborate with Legal and Governance on high-risk matters.
• Maintain auditable records and privacy.

Skills

Complaints management

Case management

Academic integrity

Generative AI

Communication

Records management

Privacy policies

Education

Undergraduate degree or equivalent

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 related to academic integrity and generative AI. You will prepare clear case summaries, advise on procedures, and help maintain accurate records.

You will investigate, assess evidence, draft outcome letters, and work with academic and professional teams to improve complaint-handling processes while ensuring