Description Position Details Academic Services Location: University of Birmingham, Edgbaston, Birmingham UK Full time starting salary is normally in the range £34,980 to £44,263 with potential progression once in post to £46,974 Grade: 7 Part Time (15 hours per week) Fixed Term contract up to June 2025 Closing date: 1st October 2024 This role is also open as an internal secondment opportunity which would need to be agreed by your current line manager. Our offer to you People are at the heart of what we are and do. The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success. We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide-range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University. We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work. Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries. The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum and botanical gardens. Find out more about the benefits of working for the University of Birmingham Background The post of Student Conduct, Complaints and Appeals Officer is based within the Student Conduct, Complaints and Appeals Team. The team is responsible for the coordination and oversight of areas of student conduct (both academic and non-academic), the student complaints process (including working with the Office for the Independent Adjudicator) and the management of Academic Appeals. If you are interested in the role, we would encourage you to apply even if you feel that you do not meet all of the criteria but can demonstrate transferable skills. Role Summary To manage and progress a caseload of complex and sensitive student conduct, complaints and appeals matters in accordance with relevant University procedures. This includes providing advice on the handling of individual student cases, drafting outcomes and other correspondence and acting as committee/panel Secretary, Investigating Officer or Case Presenter as appropriate. Main Duties To be responsible for the effective and efficient management of individual student conduct, complaints and appeals cases at all stages of each process, and ensuring compliance with relevant University policies and procedures. This includes: facilitating and advising on investigations of student conduct, complaints and appeals matters and case outcomes; undertaking the role of Investigating Officer and (if required) Case Presenter for allegations of student misconduct; preparing clear, accurate and comprehensive case paperwork, including letters to students about the outcome of their cases, records of interviews with students and other witnesses, and maintaining records on databases and filing systems; supporting colleagues who are acting as Investigating Officers; organising, servicing and advising high-level committees/panels with legal and reputational risk attached and undertaking the role of Secretary to panels convened to consider individual cases; liaison with external stakeholders such as solicitors, parents and MPs in relevant cases; assessing risk to the student or to the University and referring or escalating matters as appropriate, including to the University’s Legal Services team and External Services; ensuring effective follow-up of any issues or concerns arising from individual cases. To play an active role and, where necessary, lead in the design, development and implementation of one or more of the processes relating to student conduct, complaints and appeals matters managed within the team. This may require consultations with relevant internal stakeholders To ensure that policies and procedures are developed and implemented efficiently and effectively, and in accordance with relevant internal and external legislation and guidance. To develop and maintain an expert knowledge of processes and case history in order to provide authoritative advice and guidance to students and to senior academic and Professional Services colleagues, including Deputy Pro-Vice-Chancellors and Heads of School. To develop and deliver training and briefing sessions to ensure that colleagues involved in conduct, complaints and appeals processes are appropriately appointed, trained and supported. To undertake detailed analysis of cases, reviewing and summarising data and other information in formal reports for senior University committees, making recommendations for action as appropriate. If required, to undertake line management responsibilities. To undertake additional projects or other duties as directed by the Head of Student Conduct, Complaints and Appeals, the Deputy Director of Registry (Policy and Quality Assurance) or the Director of Registry & Education Support. Required Knowledge, Skills, Qualifications, Experience Qualified to Degree level (or equivalent). Experience of dealing with sometimes complex student complaints, appeals and misconduct, Higher Education disputes, or comparable work such as complaints-handling, legal or regulatory work. Knowledge and understanding of the legal and regulatory framework and external guidance relating to student complaints, appeals and conduct matters. Excellent written communication skills that can be applied to a variety of circumstances and audiences, e.g. outcome letters to students; reports for senior committees; policy and guidance documents. Excellent communication and interpersonal skills that show a confident communication style in a variety of settings and with a variety of audiences, e.g. in formal committees; when delivering presentations; with senior colleagues; with students. Ability to influence and persuade colleagues at all levels of seniority based upon the provision of accurate and authoritative advice. Sensitivity to the circumstances of students, including cultural awareness and an understanding of the lives of different groups of students, and the ability to maintain strict confidentiality in all areas of work. Excellent problem-solving skills with the ability to think creatively and use initiative to find workable and acceptable solutions to complex and challenging cases. Excellent analytical, review and interpretation skills of both narrative and numerical data. Effective planning, organisational and time management skills with excellent attention to detail. Ability to assess risk to students and to the University. Excellent IT skills, with working knowledge of standard Microsoft Office software and using custom systems and databases. Knowledge of the protected characteristics of the Equality Act 2010, and how to actively ensure in day to day activity in own area that those with protected characteristics are treated equally and fairly. Dimensions The role will require the exercise of personal initiative across Schools, Colleges, and professional service areas. Planning and Organising The role is required to work independently on daily, weekly and monthly tasks but also on matters with medium-longer-term horizons. The role requires forward planning, the creation of project delivery plans, evaluation and review of progress and reporting to internal and possibly external stakeholders. The role is required to manage self and as appropriate others to deliver project outcomes. Problem Solving and decision making This role will be expected to devise and deliver work plans, and consider and recommend improvements and enhancements to plans by reviewing progress, assessing and escalating risks. Internal and External relationships This role will be liaising with internal colleagues (University-wide) and stakeholders (including students) and with external stakeholders. This role requires liaising with students and staff on matters that are often sensitive. Informal enquiries to Angela Farley, email: a.m.farleybham.ac.uk View our staff values and behaviours here We believe there is no such thing as a 'typical' member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas, innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN, Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability, which is a key part of our strategy. You can find out more about our work to create a fairer university for everyone on our website .