Impartial Student Appeals Case Lead

Northumbria University; North East; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Excellent pension schemes

Flexible working

Flexible hours and location where role

Generous holiday entitlement

Positive work-life balance

Job summary

Northumbria University is seeking a Student Appeals and Complaints Coordinator to join the Student Appeals and Complaints Office within Legal Services. The role focuses on assessing complaints and academic appeals under the Handbook of Student Regulations and providing procedural guidance to students and staff.

The team handles sensitive cases and responds to the Office of the Independent Adjudicator for Higher Education.

Qualifications

• Honours degree or equivalent relevant experience.
• Experience applying policies to individual cases and making evidence-based decisions.
• Intellectual and emotional resilience; impartiality and professionalism.

Responsibilities

• Assess complaints and academic appeals against the Handbook of Student Regulations.
• Make impartial, evidence-based decisions on cases.
• Provide clear procedural guidance to students and staff.
• Respond to enquiries from students and staff.
• Manage sensitive and complex cases.
• Write accurate reports explaining the rationale for decisions.
• Respond to information requests from the Office of the Independent Adjudicator for Higher Education.
• Collaborate with colleagues and share best practice.

Skills

Analytical skills

Verbal and written communication

Organising work

Independent and collaborative work

Handling feedback constructively

Decision making under pressure

Education

Honours degree or equivalent experience

Job description

Northumbria University is seeking a Student Appeals and Complaints Coordinator to join the Student Appeals and Complaints Office within Legal Services. The role focuses on assessing complaints and academic appeals under the Handbook of Student Regulations and providing procedural guidance to students and staff.

The team handles sensitive cases and responds to the Office of the Independent Adjudicator for Higher Education.