At Acknowledge Education (AE) and the International College of Hotel Management (ICHM), we put students at the heart of everything we do. We鈥檙e looking for a confident, fair and people-focused leader to guide our Student Complaints and Conduct team. This is a unique opportunity to shape how we manage student complaints, appeals and conduct matters across Acknowledge Education (AE) and the International College of Hotel Management (ICHM), ensuring processes are transparent, consistent, and supportive of the student journey.
Key responsibilities
- Lead, coach and develop a team of Complaints & Conduct Officers to deliver consistent, high-quality case management
- Allocate and manage caseloads, ensuring timely resolution and effective prioritisation
- Provide expert guidance on complex or high-risk matters, including escalation where required
- Oversee case quality to ensure procedural fairness, natural justice and confidentiality standards are met
- Ensure compliance with regulatory frameworks (TEQSA, ASQA, ESOS Act) and institutional policies
- Lead policy review and continuous improvement initiatives across complaints, appeals and conduct processes
- Act as a senior escalation point for internal and external stakeholders, including regulatory bodies and Ombudsman matters
- Deliver reporting and insights on trends, risks and opportunities to inform decision-making
- Provide training and guidance to staff and academics on best-practice complaints handling and Code of Conduct requirements