Appeals and Complaints Coordinator

Confidential; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Confidential in London is seeking an experienced Complaints and Appeals Coordinator within its Governance & Legal Services team. The role supports student complaints, academic appeals and related casework, ensuring cases progress efficiently and in line with university procedures.

You will coordinate administration, maintain case files, monitor deadlines and liaise with students and departments. The role emphasizes accuracy, confidentiality and continuous improvement across the service.

Qualifications

• Strong experience within an administrative, casework, complaints, appeals or investigations environment.
• Experience maintaining electronic records, databases, spreadsheets or case management systems.
• Experience managing competing priorities and working to multiple deadlines in a high-volume environment.
• Ability to handle confidential and sensitive information with a high level of discretion.
• Excellent organisational skills and attention to detail.
• Strong written and verbal communication skills, with the ability to engage professionally with a range of stakeholders.
• Ability to follow detailed procedures, maintain audit trails and ensure administrative accuracy.
• Previous experience within Higher Education, complaints, appeals, investigations or a regulated environment would be highly advantageous.

Responsibilities

• Coordinate the administration of student complaints, academic appeals and associated casework from receipt through to closure.
• Maintain accurate electronic case files, ensuring all correspondence, evidence and documentation is appropriately recorded and easily accessible.
• Ensure clear audit trails are maintained across all cases and relevant case management systems.
• Support the efficient progression of cases by undertaking administrative checks and requesting additional information where required.
• Monitor casework deadlines, service standards and response times to ensure timely case progression.
• Liaise with students, academic departments and professional services teams to obtain information and documentation required to progress cases.
• Monitor shared inboxes, triage correspondence and elevate urgent or sensitive matters appropriately.
• Support the allocation and tracking of cases, ensuring ownership and actions are clearly recorded.
• Prepare case summaries, evidence packs, chronologies and supporting documentation for case handlers, review panels and senior stakeholders.
• Maintain accurate data across case management systems, trackers and spreadsheets.
• Assist with the production of statistical reports, audits and service reviews relating to complaints and appeals activity.
• Conduct data quality checks and ensure records remain accurate, complete and compliant.
• Identify opportunities to improve administrative processes, workflows and reporting mechanisms.
• Support service improvement initiatives and contribute to the management of high-volume casework periods.
• Maintain up-to-date guidance documents, templates and internal resources.
• Promote a culture of accuracy, professionalism, confidentiality and continuous improvement across the service.
• Provide administrative and logistical support for meetings, review panels and hearings.
• Prepare and distribute documentation within required timescales.
• Take accurate notes and maintain records of actions arising from meetings where required.
• Support compliance with information governance, confidentiality and data protection requirements.

Skills

Administrative experience

Case management systems

Attention to detail

Communication skills

Organisational skills

Job description

An exciting opportunity has arisen for an experienced Complaints and Appeals Coordinator to join a leading London-based university within its Governance & Legal Services team. This role plays a key part in supporting the effective administration of student complaints, academic appeals and associated casework, ensuring cases are progressed efficiently, accurately and in line with university procedures.

You will act as a central point of coordination, supporting students, academic departments and professional services teams while maintaining accurate case records and monitoring deadlines. This is a highly organised and process-driven role, contributing to service excellence, compliance and the continuous improvement of casework processes.

Role Information:

• Job title: Complaints and Appeals Coordinator
• Department: Governance & Legal Services
• Hourly rate: £ per hour including holiday pay
• Location: London (Hybrid working available)

Key Responsibilities:

Casework Coordination & Administration

• Coordinate the administration of student complaints, academic appeals and associated casework from receipt through to closure.
• Maintain accurate electronic case files, ensuring all correspondence, evidence and documentation is appropriately recorded and easily accessible.
• Ensure clear audit trails are maintained across all cases and relevant case management systems.
• Support the efficient progression of cases by undertaking administrative checks and requesting additional information where required.

Case Progression & Stakeholder Support

• Monitor casework deadlines, service standards and response times to ensure timely case progression.
• Liaise with students, academic departments and professional services teams to obtain information and documentation required to progress cases.
• Monitor shared inboxes, triage correspondence and elevate urgent or sensitive matters appropriately.
• Support the allocation and tracking of cases, ensuring ownership and actions are clearly recorded.

Documentation, Reporting & Analysis

• Prepare case summaries, evidence packs, chronologies and supporting documentation for case handlers, review panels and senior stakeholders.
• Maintain accurate data across case management systems, trackers and spreadsheets.
• Assist with the production of statistical reports, audits and service reviews relating to complaints and appeals activity.
• Conduct data quality checks and ensure records remain accurate, complete and compliant.

Continuous Improvement & Service Excellence

• Identify opportunities to improve administrative processes, workflows and reporting mechanisms.
• Support service improvement initiatives and contribute to the management of high-volume casework periods.
• Maintain up-to-date guidance documents, templates and internal resources.
• Promote a culture of accuracy, professionalism, confidentiality and continuous improvement across the service.

Meetings, Panels & Governance Support

• Provide administrative and logistical support for meetings, review panels and hearings.
• Prepare and distribute documentation within required timescales.
• Take accurate notes and maintain records of actions arising from meetings where required.
• Support compliance with information governance, confidentiality and data protection requirements.

Candidate Profile:

• Strong experience within an administrative, casework, complaints, appeals or investigations environment.
• Experience maintaining electronic records, databases, spreadsheets or case management systems.
• Experience managing competing priorities and working to multiple deadlines in a high-volume environment.
• Ability to handle confidential and sensitive information with a high level of discretion.
• Excellent organisational skills and attention to detail.
• Strong written and verbal communication skills, with the ability to engage professionally with a range of stakeholders.
• Ability to follow detailed procedures, maintain audit trails and ensure administrative accuracy.
• Previous experience within Higher Education, complaints, appeals, investigations or a regulated environment would be highly advantageous.