Key Responsibilities:
- Support the management of student complaints, disciplinary issues, and academic appeals in line with university procedures.
- Conduct investigations, liaise with relevant departments, and communicate outcomes with professionalism and clarity.
- Act as clerk to relevant committees (e.g., Complaints Committee, Disciplinary Appeals Committee), ensuring accurate documentation.
- Provide advice and guidance to students and staff regarding university policies and processes.
- Handle sensitive data and records with discretion, ensuring compliance with GDPR.
- Respond to student enquiries related to enrolment, official letters, visas, and academic documentation.
- Maintain a clean, welcoming, and supportive front-facing student services environment.
- Collaborate with colleagues to plan and support key student lifecycle events including induction and graduation.
- Provide data for internal reports, audits, and sector regulators including the Office of the Independent Adjudicator.
- Contribute to the review and development of student policies and best practices.
- Support training initiatives for academic and professional staff in complaints and appeals processes.
- Represent the Student Support Office in cross-departmental projects and events such as Open Days or graduation.
- Uphold and promote DMU values in every aspect of service delivery.
Candidate Requirements:
Qualifications:
- English and Maths at GCSE level (or equivalent) (Required)
- Educated to degree level or equivalent professional experience (Required)
Experience:
- Experience managing sensitive student cases and records in an academic setting (Required)
- Minimum 2–3 years of experience in a student support, academic services, or administrative role within a higher education environment.
- Experience handling complex enquiries and providing frontline support (Required)
- Experience managing casework for student appeals or complaints (Desirable)
- Experience developing or delivering training to colleagues (Desirable)
Skills & Attributes:
- Strong verbal and written communication skills, including report writing (Required)
- Excellent organisational and time management skills with the ability to meet tight deadlines (Required)
- Ability to interpret and apply policies and regulations in challenging situations (Required)
- Strong interpersonal and negotiation skills with the ability to influence and build trust (Required)
- Meticulous attention to detail and discretion when handling confidential matters (Required)
- Ability to manage multiple cases and projects concurrently (Required)
- Confident using Microsoft Office tools and student records systems (Required)
- A proactive, flexible, and customer-focused approach to service delivery (Required)
- Understanding of GDPR, Equality Act, and inclusive practice in student services (Required)
- Ability to work independently and as part of a team (Required)