Student Complaints & Appeals Specialist (Hybrid)

TorrensUniversity Australia; Sydney; Hybrid; AUD 70,000 - 95,000; Full time

Benefits offered by this job

Study free in a course or degree

Internal opportunities for growth

Values-driven working environment

Job summary

Torrens University Australia – Surry Hills NSW is seeking a Student Complaints Officer to support the Student Complaints Manager in managing a high-volume caseload of student complaints and appeals, including matters relating to academic integrity and generative AI.

You’ll investigate complaints, assess evidence, prepare clear case summaries and recommendations, and draft outcome correspondence in plain English.

Qualifications

• An experienced complaints or case management professional with at least five years’ experience managing student complaints, preferably within a university or comparable education environment.
• Confident handling appeals and complaints involving academic integrity issues, including the use of generative AI.
• Highly organised and detail-focused, with the ability to manage a high-volume workload accurately and efficiently.
• A clear and empathetic communicator who can write concise, well-reasoned correspondence for diverse audiences, including people who speak English as an additional language.
• Knowledgeable in administrative policies, procedures, privacy, procedural fairness and records management.
• Collaborative and resilient, with a student-service mentality and the judgement to balance people, compliance and organisational needs.
• Technically capable, including strong skills in word processing, spreadsheets and enterprise records management systems.
• An undergraduate-qualified professional, or someone with equivalent relevant experience.

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 appropriate remedies.
• Prepare accurate reports, succinct case summaries, recommendations and plain-English outcome letters.
• Keep complainants and appellants informed about processes, timelines and outcomes, de-escalating concerns where possible.
• Identify and refer urgent welfare or safety risks through established pathways.
• Apply policies and procedures consistently, ensuring procedural fairness, independence and the absence of conflicts of interest.
• Meet acknowledgement and resolution timeframes, recording defensible reasons for extensions.

Skills

Case management

Academic integrity

Generative AI

High-volume work

Written communication

Privacy & records

Collaboration & resilience

MS Word & Excel

Education

Undergraduate qualification or equivalent experience

Tools

Word processing

Spreadsheets

Enterprise records management systems

Job description

Torrens University Australia – Surry Hills NSW is seeking a Student Complaints Officer to support the Student Complaints Manager in managing a high-volume caseload of student complaints and appeals, including matters relating to academic integrity and generative AI.

You’ll investigate complaints, assess evidence, prepare clear case summaries and recommendations, and draft outcome correspondence in plain English.