Student Complaints Officer

Who we are
At Torrens University Australiamaking a difference is in our DNA.As a Certified B Corporation we belong to a global community of future-focused companies using business as a force for good. We believe in the transformative power of education to change lives families communities and the world.Thatswhywereon a mission to increase access to higher education so learners from allwalks of lifecan chase their dreams.

Just like our studentsour employees are a diverse group who want to make an impact. When you join us we give you the freedom to be boldcreativeand courageous with flexible working arrangements that allow you to bring your best.Wevebuilt a culture that celebrates communitycollaborationand innovation where people love what they do.

Whats the job

The Student Complaints Officer is engaged on a6-monthfixed-term basis toprovideadditionalcapacity during a high-volume period of student appeals within TorrensUniversity Australia.

Day-to-day accountabilities:

• providing dedicated support to the Student Complaints Manager to manage and resolve a significant volume of appeals including those relating to academic integrity and generative AI

• ensuringtimelyinvestigation resolution andaccuraterecord-keeping of student complaints and appeals

• contributing to the delivery of a fair consistent and transparent process for both online and on-campus students

• providing advice on the Student Complaints Policy and associated procedures and guidelines.
  

To read more about the roleplease click here toviewJob description

This is a6-monthfixed-term contract opportunity.We welcome candidates based inAdelaideorSurry HillsSydney and we also support remote working arrangements with only occasional visits to the office as required.

Who you are:

• 5 years experience managing student complaints ideally in higher education.

• Experience handling student appeals and academic integrity matters including generative AI.

• Strong attention to detail with the ability to manage high volumes of work accurately.

• Knowledge of administrative policies procedures and records management.

• Strong written communication skills able to engage diverse audiences including ESL speakers.

• Proven ability to work effectively as part of a team.

• Strong computer skills including word processing spreadsheets and enterprise records systems.

Why join us
Boldmodernand agilewereAustralias fastest-growing university going from 164 students in 2014 to 40000 alumni across 115 countries and 2000 staff 2020Australian Financial Reviewnamed us one of the countrys most innovative companies. As we continue toestablishourselves as a truly global university we never lose sight of our student-centric approach. Supported by teams of passionate peopleyoullfind endless opportunities for professional development and career progression.

We are proud to be anequal opportunity employerandcommittedto creating an inclusive workplace.We do not discriminateon the basis ofrace colour religionageethnicitygender identity sexual orientationdisability or any other protected characteristic.

Weencourageapplications fromAboriginal and Torres Strait Islander peoples for all positions.

What we offer:
We support your personal passionsdevelopmentand wellbeing to make your working life a more rewarding experience. At Torrens UniversityAustraliayoullbenefitfrom:

• Study free in a course/degree related to your position

• B Corp certified university valuesdrivenand purpose led

• Access to internal opportunities - Be supported to learngrowand move across the organisation

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 your recruiter atfor confidential support. We are committed to ensuringan equitable barrier-free application process and have a Reasonable Adjustment Procedure in place to support you throughout the recruitment process.

We are a 2025Circle Back Initiative Employer and commit to respond to every applicant.

To learn more aboutwhat makes Torrens University Australiaa great placeto work visit love to hear from you.