Senior Student Grievance Resolution Advisor

• Full-time continuing appointment
• Remuneration range $125,888 to $144,558 pa
• Based in either Toowoomba campus/ Springfield campus/ Ipswich campus

Building on its strengths as Australia’s leading regional University, UniSQ’s vision is to be renowned for innovation and excellence in education, student experience, research and engagement. Guided by our core values of respect, integrity and excellence, the University’s Strategic Plan 2021-2025 outlines our commitment to creating and sharing knowledge, transforming lives and solving the problems that matter to our world.

The University’s Students Portfolio, within the Academic Division, delivers a student-centric model that delivers a coordinated experience within a quality and excellence framework.  The Students Grievance Resolution Unit, situated in the Students Portfolio, is responsible for managing formal grievances, reviews and appeals, including the initial assessment of complaints, to support the resolution of issues in a fair and timely manner in partnership with internal stakeholders.  

The team is currently looking for a suitably qualified person to lead this integral Unit.

Who you are

You are a passionate advocate for fairness and equity in processes and outcomes. Your unwavering commitment to providing correct information in line with procedure, coupled with your analytical mindset and proven track record of exceptional professional support, make you a valuable asset in managing submissions and advising decision-makers to resolve matters. Your superior communication skills enable you to build and maintain positive relationships with a diverse range of stakeholders, facilitating sound and fair outcomes in a timely manner.

What you’ll do

As the Senior Student Grievance Resolution Advisor you will hold a pivotal position within the Academic Division, through the management and reporting of student academic, general and administrative grievances and complaints. You will work collaboratively with various departments, stakeholders and students to ensure the effective resolution of grievances in accordance with policies, procedures, and processes.  This role is instrumental in upholding the integrity of UniSQ while fostering a supportive and inclusive learning environment.

In this role, you will:

• Lead and manage the direction of the team regarding all grievances, reviews and appeals and develop appropriate strategies for the management of these matters.
• Deliver tailored training sessions to decision-makers, ensuring adherence to sector best practices and fostering a culture of continuous improvement.
• Facilitate fair and timely resolution processes, maintaining transparency and confidentiality at all times.
• Serve as a trusted resource for students seeking guidance and support throughout the grievance resolution process.
• Ensure the University is compliant with all relevant legislation, policies and procedures.
• Contribute to the development and implementation of initiatives aimed at enhancing student satisfaction and well-being.

What will help you succeed

• Postgraduate qualifications and/or demonstrated extensive relevant experience and education in grievance management, with experience in the higher education sector being highly regarded.
• Demonstrated experience in analysing and reviewing complex student grievances or complaints in line with policy and procedure.
• The ability to interpret and provide complex and comprehensive advice on policies, procedures and processes.

If you're ready to take on this exciting challenge, apply now and join the team to building a more inclusive university.

For further information about this role, please contact Dr Ali Jaquet, Dean (Students) via +61 7 3470 4391 or [email protected]

The University offers a range of different ways of working and connecting across our physical and virtual spaces to meet the needs of our students, partners and community. We value diversity and strive to foster an inclusive environment that is underpinned by our values and champions, embraces and respects differences.

We support and encourage applications from all diversity groups. With an increasingly diverse workforce, we understand that careers may be placed on hold or limited throughout many life circumstances.

Find out more about UniSQ at www.unisq.edu.au

ReferenceNumber: 0045_02/24

Location: Based in either Toowoomba campus/ Springfield campus/ Ipswich campus

Term: Full-time continuing appointment (36 hrs/week)

Salary: Total remuneration range $125,888 to $144,558 pa (includes salary range of $106,370 to $122,144 pa, employer super contributions of 17% and annual leave loading)

Closes: 04 April 2024

At UniSQ we are united by our core values of Respect, Integrity and Excellence, which guide our daily actions and decision-making.

To be considered for this position, you will need to have the right to work in Australia.

If you know that this role is right for you, please submit your current resume together with a two-page (maximum) statement, outlining your skills and experience relative to ‘Who we’re looking for’ in the position description.

For more information on our selection process please refer to your recruitment journey available on our website.

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