Student Complaints Officer

At Torrens University Australia, making a difference is in our DNA. We believe in the transformative power of education to change lives, families, communities - and the world. That’s why we’re on a mission to increase access to higher education, so learners from all walks of life can chase their dreams. Just like our students, our employees are a diverse group who want to make an impact. When you join us, we give you the freedom to be bold, creative, and courageous - with flexible working arrangements that allow you to bring your best. We’ve built a culture that celebrates community, collaboration, and innovation, where people love what they do.

As the Student Complaints Officer, you’ll support the Student Complaints Manager to manage and resolve a significant volume of student complaints and appeals, including matters relating to academic integrity and generative AI. You’ll help ensure each matter is handled fairly, consistently and transparently, while keeping students informed and maintaining accurate, auditable records. You’ll investigate complaints and appeals, assess evidence, prepare clear case summaries and recommendations, and draft outcome correspondence in plain English. You’ll provide practical advice on the Student Complaints Policy and related procedures, work with academic and professional teams on complex matters, and contribute to improvements that strengthen confidence in the University’s complaint-handling processes.

Principal accountabilities include (but are not limited to):

• 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 any extensions.
• Safeguard privacy and confidentiality and maintain accurate records in approved records management systems.
• Provide specialist advice on appeals, including academic integrity breaches and generative AI use.
• Work with the Student Complaints Manager, Policy and Academic Governance, Legal and relevant offices on complex or high-risk matters.
• Contribute to complaint-handling resources, training, benchmarking and continuous improvement activities.
• Build respectful relationships with students, academics and professional staff while delivering outstanding service.

Who you are:

• 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.

This is a full-time permanent role based at our Surry Hills campus in Sydney, offering hybrid flexibility to work from home or allocated campus days.

Why join us?

Bold, modern and agile, we’re Australia’s fastest-growing university, going from 164 students in 2014 to 40,000+ alumni across 115+ countries and 2,000+ staff today. In 2020, Australian Financial Review named us one of the country’s most innovative companies. As we continue to establish ourselves as a truly global university, we never lose sight of our student-centric approach. Supported by teams of passionate people, you’ll find opportunities for professional development and career progression. We are proud to be an equal opportunity employer and committed to creating an inclusive workplace. We do not discriminate on the basis of race, colour, religion, age, ethnicity, gender identity, sexual orientation, disability, or any other protected characteristic. We encourage applications from Aboriginal and Torres Strait Islander peoples for all positions.

What we offer:

We support your personal passions, development and wellbeing, to make your working life a more rewarding experience. At Torrens University Australia, you’ll benefit from:

• Study free in a course or degree related to your position.
• Access to internal opportunities - be supported to learn, grow and move across the organisation.
• A values-driven and purpose-led working environment.

Hiring process:

We aim to provide you with the information you need at each stage of this process to help you present your best self. If you have any accessibility requirements, please contact us for confidential support. We are committed to ensuring an equitable, barrier-free application process and have a Reasonable Adjustment Procedure in place to support you throughout the recruitment process.

Applications for this role will close on Wednesday 14 October. Please note, we may close applications earlier should a suitable candidate be identified. You can expect to hear from our Talent Acquisition team after this date with updates regarding your application.