THE OPPORTUNITY

• Salary: $66,961 - $72,661 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 a dedicated and professional Student Complaints and Appeals Officer to be the first point of contact for students lodging complaints or appeals.

In this role, you will provide guidance and support to students throughout the complaints process, ensuring their concerns are addressed fairly, impartially, and in a timely manner. You will resolve straightforward complaints and escalate more complex or systemic issues to the Lead Investigations Officer. Additionally, you will maintain accurate records of complaints, communicate outcomes to students and relevant stakeholders, and assist in promoting awareness of the complaints and appeals policies across the institution.

Key Accountabilities:

• Serve as the initial point of contact for students lodging complaints or appeals.
• Resolve straightforward student complaints in accordance with institutional policies.
• Refer complex or systemic complaints to the Lead Investigations Officer for further investigation.
• Provide students with support and advice throughout the complaints process.
• Maintain accurate records of all complaints and resolutions.
• Communicate the outcomes of complaints to students and relevant internal stakeholders.
• Promote awareness of the complaints and appeals policies to students and staff.
• Provide administrative support to the Lead Investigations Officer, including scheduling and minuting appeals panels.

ABOUT YOU

• Relevant qualification in education, social work, customer service, or related field, or equivalent experience.
• Strong understanding of the student complaints process, student rights, and relevant policies.
• Knowledge of privacy, confidentiality, and impartiality requirements in complaints handling.
• Experience managing and updating complaints databases, ensuring accuracy and security.
• Excellent communication skills with a focus on resolving complaints efficiently and providing exceptional customer service

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, please view the position description attached.

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: Student Complaint and Appeals Officer enquiry via EthicalJobs

For application queries, please contact [email protected] using the subject line: Student Complaint and Appeals Officer enquiry via EthicalJobs.

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.