Head of The Student Conduct, Complaints and Appeals

2 weeks ago

Cambridge, United Kingdom University of Cambridge Full time

Temporary cover: This post is fixed-term for 12 months or the return of the post holder, whichever is the earlier.

Education Services is seeking an experienced leader, competent in operating within a regulations and compliance framework, to head the Office of Student Conduct, Complaints and Appeals (OSCCA) for a period of maternity leave.

OSCCA provides procedural advice, case handling and oversight of a number of student procedures including: complaints, the review of examination results, fitness to study, harassment and sexual misconduct, discipline, and a number of final appeal stage processes, for example, fitness to practise. In addition, the Office is the point of contact and handles responses for the external ombudsman, the Office of the Independent Adjudicator (OIA), with whom students can raise complaints following the completion of an internal University procedure.

As the expert and authority in the area, you will:

- provide leadership, coordination and guidance on all matters falling within the remit of OSCCA
- communicate complex and expert guidance across the collegiate University to both academic and administrative staff
- lead on the development and revision of policies and procedures to ensure institution-wide compliance with relevant legislation and Codes of Practice
- work within a dynamic environment, prioritising complex tasks and responding to unexpected situations at the same time as ensuring effective management and motivation of staff
- act as a case handler
- strong leadership skills
- experience as a case handler role in a higher education, customer service, or legal environment
- experience of operating within a regulations and compliance framework, either within which the HE sector, or a comparable sector
- the ability to communicate effectively and constructively and handle people with diplomacy and tact, and to respect strict confidentiality; awareness and sensitivity to risk and its management
- flexibility of approach and willingness to undertake an evolving role, embracing and managing change
- ability to remain calm and patient when under pressure
- a good standard of education, to degree level or equivalent

In return we offer you:

- a clear training plan, with supportive training delivered by colleagues
- regular reviews with your Manager
- a Personal and Professional development plan for future growth
- quarterly reviews of your Personal and Professional development plan
- the opportunity to network within Education Services and with Colleges and Departments across the wider University
- access to University training courses
- a supportive, inclusive, and engaging working environment

A hybrid work model is possible at certain times, however, the role requires some days per week in the office (exact days to be negotiated).

The University has a responsibility to ensure that all employees are eligible to live and work in the UK.

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