Student Appeals & Complaints Manager

University Academy 92; Manchester; On-site; GBP 24,000 - 40,000; Part time

Job summary

UA92 is seeking a Complaints and Appeals Manager to lead the day-to-day delivery of the complaints and academic appeals function at UA92 Manchester, ensuring fairness, consistency and timely outcomes for students.

You will analyse data to identify themes, guide policy development, and provide guidance and training across colleagues, balancing robust governance with student-centered decisions.

Qualifications

• Significant experience managing complex complaints and/or academic appeals.
• Familiarity with UK higher education regulatory environment, including OIA Good Practice Framework and OfS requirements.
• Ability to review policies, analyse data and produce meaningful reports.
• Excellent written and spoken communication with students and colleagues.
• Educated to degree level or equivalent professional qualification.
• Commitment to fairness and inclusion in decision-making.

Responsibilities

• Lead the day-to-day delivery of UA92's complaints and appeals function.
• Ensure cases are handled fairly, consistently and within agreed timescales.
• Analyse cases to identify themes, risks and root causes.
• Develop and maintain policies and casework frameworks.
• Provide guidance and training to colleagues across UA92.
• Communicate complex information clearly to students and external bodies.

Skills

Complex complaints

Academic appeals

Data analysis

Policy review

Stakeholder communication

Education

Degree or equivalent professional qualification

Job description

UA92 is seeking a Complaints and Appeals Manager to lead the day-to-day delivery of the complaints and academic appeals function at UA92 Manchester, ensuring fairness, consistency and timely outcomes for students.

You will analyse data to identify themes, guide policy development, and provide guidance and training across colleagues, balancing robust governance with student-centered decisions.