Student Complaints, Conduct & Appeals Officer

Job summary

Our Directorate of Education and Training has ambitious goals for increasing student numbers, diversifying its portfolio and extending its reach. To achieve these goals, it is essential that we provide effective professional support services for our students and staff.

We are looking for a Student Complaints, Conduct & Appeals Officer to coordinate and oversee the development, organisation and operation of the Trust's student complaint and disciplinary policies and procedures, as well as matters relating to appeals and misconduct.

You will provide expertise and effective case management to ensure a high-quality service in the delivery of independent and timely investigation of student cases.

This is an exciting opportunity for candidates looking to expand their knowledge around casework, and who wish to utilise their skills and expertise in administration tasks. This is an opportunity to grow your skills in dealing with complex processes within the higher education environment, which support students through their studies.

Main duties of the job

Please see the attached Job Description and Person Specification for more information on the role requirements and duties.

The postholder will provide expert advice to the Directorate of Education & Training on policies and procedures relating to student casework, co-ordinating and overseeing efficient and effective student casework processes. They will ensure incoming cases are triaged quickly to identify if any urgent action is required in relation to safeguarding concerns or the welfare needs of those involved in the case, or the wider Trust community.

The postholder will maintain full oversight of all live cases managed in the team, to maintain regular updates on case progression to achieve timely resolution of cases. Further, they will support team members in managing complex casework by acting as a soundboard, senior lead and point of escalation, and to advise and make decisions on complex casework as necessary.

The postholder will manage basic cases and their documentation and will be responsible for identifying relevant merits, key points and arguments of the cases submitted, determining the process to be followed, applying the relevant regulations and drafting detailed responses.

They will provide support at case conferences and other meetings including Fitness to Practice and/or Fitness to Study panels, taking accurate minutes and accurately recording actions and following up with the appropriate staff to check those actions have been taken.

About us

At the Tavistock and Portman NHS Foundation Trust, we are proud to be one of the largest providers of mental health education globally and the only NHS Trust registered with the Office for Students. Through our Directorate of Education & Training (DET) we offer over 100 education and training courses to more than 4,000 students, including postgraduate master's and doctoral-level programs, which are currently validated by university partners. Our unique clinician-tutor model and multidisciplinary approach allow us to train a wide range of professionals, including clinicians, social workers, nurses, and teachers.

The Trust develops and delivers training initiatives that meet the needs of a modern health and social care sector and is responsive to policy and initiatives from government and other relevant agencies. The Trust is a welcoming and supportive organisation committed to ensuring its student body is diverse and reflects the populations its trainees will be working with. Its offer, provided through a range of platforms both digital and face to face, includes postgraduate programmes, CPD courses, and bespoke training for organisations.