Student Conduct and Appeals Officer

2 weeks ago

London, Greater London, United Kingdom King's College London Full time £25,000 - £35,000 per year
About King's:

The King's community is dedicated to the service of society. King's Strategic Vision 2029 sets out our vision for the future, shaped around five priority areas: educate to inspire and improve; research to inform and innovate; serve to shape and transform; a civic university at the heart of London; and an international community that services the world. Our ambitious Education Strategy sets out the actions that we must take to transform how we teach, how and where our students learn and how we support them during their time with us.

We are part of the Students & Education Directorate, a collection of wide-ranging professional services in place to support King's students and their education. As a directorate we manage the student lifecycle from application to graduation and beyond, to ensure a coherent and seamless student experience and effective administrative processes, working closely with King's faculties to do so.

About the role:

The Student Conduct & Appeals Officer is responsible for providing procedural advice to staff and students, and the administration of referrals and cases, across the Student Conduct & Appeals portfolio. The Student Conduct & Appeals Coordinator will have a focus on administration of Stage One Academic Appeals and frontline enquiries, but will also be involved in support and administration of a wide range of team operations such as Freedom of Information requests and Committees or meetings related to misconduct, appeals or fitness to practice.

This is an exciting opportunity for candidates looking to work across both academic and non-academic issues, and who wish to utilise their skills and expertise in high volume enquiry and case management. This is an opportunity to grow your skills in advising on complex university processes within a regulatory context.

We encourage applications from candidates who have experience from both within and outside of the Higher Education sector where they can demonstrate the skills needed to succeed in this role.

This post will be offered on an indefinite contract.

This is a full-time post (35 hours per week), but we welcome applications from candidates seeking a flexible work pattern within our necessary service operating hours.

This is currently a hybrid working role with both work from home and on campus. The role will be based in our department, currently on the Strand campus.

Key responsibilities:
  • Managing the Student Conduct & Appeals shared mailbox, providing specialist advice in response to enquiries, triaging cases and escalating sensitive issues as appropriate.
  • Case management and administrative oversight of Stage One Academic Appeals. Liaising with colleagues in Faculties and other services to ensure timely consideration of cases, in accordance with the appropriate regulations, and maintaining accurate records.
  • Effective administration and support of cases, committees and databases across the Student Conduct & Appeals portfolio.
  • Working with colleagues across Student Services, Students & Education and Faculties to ensure accurate and up to date information, advice and guidance on appeals regulations is consistently provided to students.
  • Collate data and support preparation of reports for internal and external audiences, including annual reports, KPI monitoring and Freedom of Information Requests.
  • Support projects and emerging priorities within the Student Conduct & Appeals team as identified.
The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

About you:

Essential criteria:
  1. Relevant work experience and/or education: We think a wide range of different work and educational experiences could support you to be successful in this role. Relevant work experience might include work in higher education, customer services, administration or advice. Relevant educational experiences might include higher education in a related discipline, professional qualifications or other training
  2. Clear and precise communication of straightforward and more specialised information through email, guidance documents, online forms and other formats as required.
  3. Ability to work under pressure and manage challenging deadlines with attention to detail, include both high volume tasks and complex enquiries.
  4. Excellent interpersonal skills, with the ability to communicate and distribute complex information clearly. Understanding of need for confidentiality and when and how to escalate sensitive cases. Contribute to team discussions with confidence while allowing others space to speak.
  5. Ability to establish and maintain professional working relationships with external and internal stakeholders, including Faculty representatives, Students & Education colleagues, and the Office of the Independent Adjudicator.
  6. Take responsibility for own decision making, including in relation to student case outcomes, with an awareness of when to escalate sensitive cases or seek advice from others.
  7. Ability to gather and manipulate data so that it can be interpreted by others, such as Freedom of Information Requests or KPI reporting
  8. Confident understanding, and ability to apply, procedural and regulatory requirements within the context of student services.
  9. Sound understanding of the sensitive nature of personal data, and the importance of compliance with Data Protection Legislation.
Desirable criteria:
  1. Experience in student services/advice within the higher education context, or quasi-legal or case management roles would be beneficial for this role.
  2. Ability to identify opportunities for operational improvements and contribute to their implementation within the team.
Downloading a copy of our Job Description

Full details of the role and the skills, knowledge and experience required can be found in the Job Description document, provided at the bottom of the page. This document will provide information of what criteria will be assessed at each stage of the recruitment process.

Further information:

We ask all candidates to submit a copy of their CV, and a supporting statement, detailing how they meet the essential criteria listed in the advert. If we receive a strong field of candidates, we may use the desirable criteria to choose our final shortlist, so please include your evidence against these where possible.

To find out how our managers review your application, please take a look at our 'How we Recruit' pages.

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