Student Grievances & Complaints Advisor

Job no: 0062634
Location: Parkville
Role type: Full-time, Continuing
Department: Student and Scholarly Services
Salary: UOM 8 – $119,742 – $129,607 p.a. plus 17% super

• Resolve student complaints, ensuring compliance with policies and procedural fairness.
• Enhance complaint management procedures for improved efficiency and transparency.
• Brilliant benefits and a flexible hybrid work environment! 

About the Role
As a Student Grievances and Complaints Officer, you will report to the Principal Adviser for Student Conduct and play a crucial role in managing student complaints and grievances across the University. You will ensure high-quality, fair, and transparent handling of student issues, maintaining institutional compliance, and supporting risk management. You will collaborate with key stakeholders, evaluate complaint data, and contribute to continuous improvements in our procedures. Additionally, you will work on projects assigned by the Principal Adviser, including course selection reviews and system administration related to Resolve. Join our team to make a meaningful impact on student experience and institutional integrity.

Your responsibilities will include:

• Triaging daily student complaints and grievances, assessing risks, determining first responses, engaging stakeholders, and considering referral or escalation for early resolution.
• Supporting the Manager in handling course admission selection review requests.
• Monitoring Speak Safely reports on student sexual misconduct, assessing safety concerns, determining responses, and considering referral or escalation.

Who we are looking for
You will bring your exceptional written and verbal communication skills, using sound judgment to navigate complex situations. Your strong planning, organisation, and time-management abilities allow you to juggle multiple tasks and deadlines easily. Additionally, your excellent interpersonal skills enable you to collaborate effectively and build supportive relationships across various divisions.

You will also have:

• Extensive experience in problem-solving, policy, risk assessment, and case management, ideally in higher education or a related field.
• Proven ability to handle sensitive, confidential complaints with procedural fairness.
• Experience in impartial decision-making and effectively communicating complex decisions within a regulatory framework.

For further information regarding responsibilities and requirements please refer to the attached PD.

This role requires the successful candidate to undergo and maintain an up-to-date Working with Children Check. This is essential to guarantee a secure environment for all individuals at the University. In the case the selected candidate doesn't have a valid Working with Children Check, they will be able to apply for the WWCC as part of the initial onboarding procedures.

Please note: Visa sponsorship is not available for this position. This role requires current valid work rights for Australia.

Your new team – Student and Scholarly Services (SASS)

Student and Scholarly Services (SASS) provides student administration and services from recruitment and point of enquiry to graduation. This team also delivers wellbeing and scholarly services to students and staff. The Office of the Academic Registrar is made up of the Academic Registrar, Deputy Academic Registrar, the Principal Adviser Student Conduct, the Associate Director Student Complaint and Misconduct Investigations and the Manager Student Grievances and Complaints.

What we offer you!
In addition, we offer the opportunity to be part of a vibrant community and enjoy a range of benefits including generous leave provisions, salary packaging, health and well-being services, and discounts on graduate courses. For more information check out our benefits  page!

The University of Melbourne
We’re tightly connected with the community, both at home and abroad. We take pride in our people, who all contribute to our mission to benefit society through the transformative impact of education and research. Discover more via our website  and stay connected with our stories and people on LinkedIn .   

Be yourself
The University of Melbourne values the unique backgrounds, experiences, and contributions that each person brings to our community and welcomes and celebrates diversity.  First Nations people, those identifying as LGBTQIA+, parents, carers, people of all ages, abilities, and genders, and people of diverse ethnicity, nationality, and faith are encouraged to apply. Our aim is to create a workforce that reflects the diversity of the community in which we live. For more information please visit our Diversity and Inclusion  page.

We are dedicated to ensuring barrier-free and inclusive practices to recruit the most talented candidates. If you require reasonable adjustments, please contact the employee listed on the first page of the Position Description found below, with an email containing your name and contact details for a confidential discussion. Please ensure your email is titled "Reasonable Adjustments Request".

Aboriginal and Torres Strait Islander Applicants
We aspire to be the University of choice for Indigenous Australians, with unprecedented investment to attract, nurture, and retain Aboriginal and Torres Strait Islander students and staff. Tangible support through a range of programs and initiatives will ensure that you personally succeed and flourish while at the University of Melbourne.

For further information, including our 2023-2027 Indigenous strategy please visit -https://about.unimelb.edu.au/reconciliation/murmuk-djerring

Join Us!
If you feel this role is right for you, please apply with the following documents: 

• Resume
• Cover Letter outlining your interest and experience
• The responses against the Selection Criteria^ (found in the Position Description)

If you have any questions regarding the recruitment process, please feel free to contact Maddison Ryan via email at [email protected] , ensuring that you include the Position Number and the Job Title as the subject. Please do not share your application to this email address.

If you have any particular questions regarding the job please follow the contact details listed on the Position Description.

Please note that in the event of sourcing a suitable candidate, the closing date for applications may be brought forward, and the job vacancy may be closed. Therefore, we encourage interested individuals to submit their applications promptly.

Position Description