Appeals & Grievances Officer, HE

About EDU

EDU is an ASX-listed provider of tertiary education specialising in Health and Community Services. We foster meaningful careers through high-quality education across our campuses in Sydney Melbourne Brisbane and Adelaide:

Australian Learning Group (ALG): VET provider for international students. Learn more aboutALG.
Ikon Institute of Australia (Ikon): HE provider for domestic and international students. Learn more aboutIkon.

About the Role

We are seeking a detail-oriented and empathetic Appeals and Grievances Officer (Higher Education) to join our team. This role is central to ensuring student appeals and grievances are managed with fairness integrity and in line with institutional policies and regulatory requirements.

Working closely with the Appeals and Grievances Coordinator and key internal teams you will support the investigation administration and resolution of student cases. Your work will contribute to maintaining a transparent and student-centred process while ensuring compliance and continuous improvement.

This position will be based at ourOffshoreTeam (Remote Work and Day Shift).

Key Responsibilities:

Appeals and Grievances Investigation and Administration

• Review student appeals and grievances for completeness and validity
• Conduct preliminary investigations and prepare reports and recommendations
• Ensure all documentation is accurate impartial and policy-compliant
• Maintain confidentiality and uphold procedural fairness at all times

Appeals Panel Coordination and Governance

• Coordinate Appeals Panel meetings including scheduling documentation and record keeping
• Prepare meeting packs and briefing materials
• Record panel outcomes and update the Appeals Register accurately

Student Support and Communication

• Communicate with students regarding submissions progress and outcomes
• Provide clear guidance on procedures timelines and documentation requirements
• Draft outcome letters in line with policy timeframes
• Escalate complex or sensitive matters where required
• Collaborate with Student Experience teams to ensure consistent and accurate student support

Quality Assurance and Compliance

• Maintain the Appeals Register and Continuous Improvement Register
• Support data collection and documentation for external appeals
• Identify process improvements and contribute to enhanced practices
• Ensure secure handling and storage of all records in line with data policies

Education Experience and Skills:

• Certificate IV or Diploma in Business Administration Education or a related discipline (or equivalent experience)
• 12 years experience in student administration case management or a related field
• Strong administrative and organisational skills with high attention to detail
• Ability to manage sensitive and confidential information with professionalism
• Proficiency in Student Management Systems Learning Management Systems and Microsoft Office 365

Why Join Us

A supportive team- When you work with us youre not just a team memberyour part of a supportive community that lifts each other up values every contribution and thrives on mutual respect.

Career progression- Here youll find an environment where your ideas matter your growth is prioritized and youre empowered to do your best workbecause when we succeed we do it together

A positive and fun work environment- Work should be more than just a jobit should be an experience you enjoy!

Daily breakfast supplied- We believe that a positive and fun work environment starts with the little things and whats better than breakfast

Training and Development opportunities- Professional development allowance available to invest in your future & help you stay at the forefront of your field

Diversity & Inclusion

We celebrate diversity and are committed to reflecting Australian society to better serve our students. We encourage applications from Aboriginal and Torres Strait Islander people culturally and linguistically diverse people people with disabilities sexually and gender diverse people and individuals of all ages.

Next Steps

Apply online or send your resume and cover letter to Only applicants with the right to live and work in Australia will be considered. Shortlisted candidates will be notified.

We look forward to receiving your application and potentially welcoming you to our team!