Student Resolution and Conduct Team Leader

Acknowledge Education Pty Ltd; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Annual professional development allowance

Health insurance discounts

Opportunities for career growth

Job summary

A leading education provider in Melbourne is seeking a confident leader to guide their Student Complaints and Conduct team. This role involves managing the processes for student complaints, ensuring compliance with relevant regulatory frameworks, and leading a dedicated team. The ideal candidate will have extensive experience in student services, strong leadership skills, and a deep understanding of regulatory compliance in higher education. The organization offers opportunities for career growth and a supportive work environment.

Qualifications

• Minimum 5 years’ experience in student services or complaints management.
• Strong knowledge of TEQSA, ASQA, and ESOS Act regulations.
• Demonstrated leadership experience managing teams.

Responsibilities

• Lead and develop a team of Complaints & Conduct Officers.
• Allocate caseloads ensuring timely resolution.
• Provide guidance on complex complaints and escalations.

Skills

Leadership and team management

Conflict resolution

Effective communication

Understanding of regulatory frameworks

Education

Bachelor’s degree in education, business, law, or management

Job description

About AE

Acknowledge Education is entering an exciting new chapter. With a refreshed leadership team and a renewed focus on innovation, growth, and student success, we are building on our 139-year legacy to shape the future of higher education and VET in Australia.

Job Description

Permanent, Full Time

At Acknowledge Education (AE) and the International College of Hotel Management (ICHM), we put students at the heart of everything we do. We’re looking for a confident, fair and people-focused leader to guide our Student Complaints and Conduct team. This is a unique opportunity to shape how we manage student complaints, appeals and conduct matters across Acknowledge Education (AE) and the International College of Hotel Management (ICHM), ensuring processes are transparent, consistent, and supportive of the student journey.

Key Responsibilities

• Lead, coach and develop a team of Complaints & Conduct Officers to deliver consistent, high-quality case management
• Allocate and manage caseloads, ensuring timely resolution and effective prioritisation
• Provide expert guidance on complex or high-risk matters, including escalation where required
• Oversee case quality to ensure procedural fairness, natural justice and confidentiality standards are met
• Ensure compliance with regulatory frameworks (TEQSA, ASQA, ESOS Act) and institutional policies
• Lead policy review and continuous improvement initiatives across complaints, appeals and conduct processes
• Act as a senior escalation point for internal and external stakeholders, including regulatory bodies and Ombudsman matters
• Deliver reporting and insights on trends, risks and opportunities to inform decision-making
• Provide training and guidance to staff and academics on best-practice complaints handling and Code of Conduct requirements

Qualifications

• Bachelor’s degree in education, business, law, management, or a related field, or equivalent professional experience.
• Minimum 5 years’ experience in student services, complaints management, case handling or related functions within higher education and/or VET.
• Strong understanding of regulatory frameworks including TEQSA, ASQA, ESOS Act and National Code.
• Demonstrated leadership experience, including managing teams, allocating workloads and overseeing performance.
• Excellent communication skills (written and verbal), with the ability to engage effectively and sensitively with diverse stakeholders.
• Proven ability to interpret and apply policies, legislation and codes of conduct in complex or sensitive situations.

Additional Information

Now is the perfect time to join Acknowledge Education. With a refreshed leadership team and a renewed focus on innovation and growth, we’re building something special — and you can be part of it.

• Opportunities to grow within the organisation
• $1,500 annual professional development allowance
• Incredibly committed and supportive team of student-centric professionals
• Health insurance discounts through Bupa
• Be part of a fast-moving, agile private provider where decisions turn into action quickly
• Acknowledge Education is part of UP Education group – a leading education provider: https://www.up.education/

Questions about your identity help us appreciate the diversity of individuals looking to work with us, ensuring we’re attracting applications from people with identities and perspectives that are as diverse as our students.

We are an equal opportunity employer

As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.