THE OPPORTUNITY

• Salary: $104,883 - $114,252 per annum pro rata + 11.5% super + leave loading (dependent on qualifications and experience).
• Time Fraction: Full Time, 1.0 EFT
• Location: Chadstone campus – onsite parking and close proximity to public transport.
  
• WWCC: Appointment to this position is dependent on obtaining and maintaining an ‘employee’ Working with Children Check.
• Police Check: Appointment to this position is dependent on obtaining a Police Check.
  
• Position Status: Ongoing contract of appointment with a 6-month qualifying period.

Holmesglen is seeking an experienced professional to manage student complaints and appeals, ensuring fair, transparent, and compliant processes. This role plays a key part in maintaining the integrity of the student experience by handling complaints impartially and thoroughly.

As the Lead Investigations Officer, you will:

• Oversee the Institute-wide student complaints and appeals process, ensuring compliance with policies and regulations.
• Lead investigations into complex, serious, or systemic complaints and appeals, including evidence review, stakeholder interviews, and resolution recommendations.
• Supervise the Student Complaints and Appeals Officer, ensuring complaints are addressed promptly and appropriately.
• Provide expert advice to staff and students on policies and procedures related to complaints and appeals.
• Analyse trends, produce reports for governance committees, and recommend continuous improvements.
• Liaise with students, staff, and external stakeholders to clarify matters and resolve issues effectively.
• Deliver training sessions to increase awareness and understanding of the complaints and appeals process.

This role offers an opportunity to contribute to a fair and transparent process that upholds the institution’s commitment to excellence in student support.

ABOUT YOU

• Extensive experience conducting investigations, gathering evidence, interviewing, and reporting.
• In-depth knowledge of complaints processes, legislation, and regulatory requirements.
• Degree in law, dispute resolution, public policy, or related field, or equivalent experience.
• Strong mediation and dispute resolution skills with a fair and impartial approach.
• Exceptional attention to detail in case documentation, compliance, and decision-making.
• Proven ability to engage effectively with students, staff, and external stakeholders.
• Proficiency in case management systems, with experience in policy development.

ABOUT US

Holmesglen is a leading education provider, valued by local and international learners, industry and the community. We are recognised for innovation in education and training, applied research, creativity and entrepreneurship. Our open, collaborative and quality-driven culture inspires learners and staff to excel.

The Student Complaints and Appeals workgroup is a small, dedicated team responsible for addressing and managing student complaints and appeals within in the Institute. The workgroup operates within the legal and regulatory frameworks established by the Australian Skills and Quality Authority (ASQA), the Victorian Registration and Qualifications Authority (VRQA), the Tertiary Education Quality Standards Agency (TEQSA) and relevant state and federal laws, ensuring that all processes are fair, transparent and consistent.

OUR COMMITMENT TO YOU

Holmesglen is committed to continuing to provide a safe workplace and have put systems and support in place for all our employees to work and deliver safely and flexibly.

Holmesglen is a child safe and equal opportunity employer. We are dedicated to attracting, retaining and developing our people. We value diversity in our workforce and encourage people from all backgrounds, abilities, and identities to apply for roles within our organisation, including the Aboriginal and/or Torres Strait Islander community.

We provide our staff with:

• Employee Assistance Program
• Wellbeing programs
• Professional and career development opportunities
• Onsite parking and close proximity to public transport
• 14 weeks paid parental leave
• Flexibility to achieve work life balance
• Opportunities for all

We commit to respond to every applicant.

Employees attending certain workplace settings, including health and care facilities, may be required to be meet mandatory vaccination obligations.

TO APPLY

For further information relating to this opportunity and to view the position description, please click here.

All applicants must attach a Resume and Cover Letter addressing the Key Selection Criteria (located in the Position Description). Please note, incomplete applications may not be considered.

Like to know more? Please contact Stuart Hunter-Fisher, Executive Director – Engagement and Support on [email protected] using the subject line: Lead Investigations Officer - Student Complaints and Appeals enquiry via EthicalJobs

For application queries, please contact [email protected].

If you require specific support to apply for this position, please contact the People Experience Department on 03 9564 1530 and we will work with you to identify the best way to assist.