Student Complaints Coordinator

Sydney, Australia
08 Oct 2018
End of advertisement period
17 Oct 2018
Contract Type
Full Time
  • One of Australia’s leading research & teaching universities
  • Vibrant campus life with a strong sense of community & inclusion
  • Enjoy a career that makes a difference by collaborating & learning from the best

At UNSW, we pride ourselves on being a workplace where the best people come to do their best work.

The Student Conduct and Integrity Unit reports to the Director, UNSW Conduct and Integrity and supports the Deputy Vice-Chancellor Academic and the University community in promoting student academic integrity and managing student complaints and misconduct matters.

About the role

  • 2 x roles
  • $83K - $99K plus 17% superannuation and leave loading
  • Continuing
  • Full-time 35 hours per week

The Student Complaints Coordinator provides a high level of administrative support and assistance to the Student Conduct and Integrity Unit. The Student Complaints Coordinator will support the day-to-day operations of the Unit including handling intake of new student complaints and reports of sexual misconduct, maintaining case management records of complaints, responding to general inquiries about student complaints, and assisting with the preparation of documents and reports, whilst maintaining a high level of tact and confidentiality at all times.

The position also supports the Manager, Student Conduct and Integrity, in maintaining effective working relationships with key internal stakeholders and relevant external agencies, maintaining the Unit’s website and other information resources and communications, and developing strategies to encourage reporting and effective handling of student complaints.

About the successful applicant

Selection Criteria :

Level 6

  • A relevant degree or an equivalent level of knowledge gained through any other combination of education, training and experience.
  • Effective organisational and time management skills, as well as the ability to work independently and meet deadlines.
  • Ability to handle and maintain workplace confidentiality, exercise initiative, tact, sensitivity, respect, and sound judgment, especially in relation to dealing with sensitive, confidential, and controversial matters.
  • Resilience in handling challenging interactions with people.
  • Experience in the use of eTRIM or RAMS Records Management software or similar document management system.
  • Proven experience in drafting, proofing, amending and preparing routine documents and reports with a high level of accuracy and attention to detail.
  • Advanced Microsoft Office skills.
  • Excellent interpersonal skills with demonstrated ability to communicate and build professional relationships with a diverse range of stakeholders and students.
  • Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training.

Level 7

  • A relevant degree with at least three years’ of demonstrated experience in providing high level administrative support in a complex case management environment (e.g. as a paralegal / legal secretary / law clerk /; or within insurance / banking / government sectors).
  • Demonstrated experience in assisting in more serious/complex misconduct cases and complaints.
  • Demonstrated ability to exercise initiative and to think creatively.
  • Developed analytical and problem-solving skills, with proven ability to interpret problems and provide a level of judgement to cases.
  • The ability to provide accurate and consistent advice to ongoing and complex issues.

 You should systematically address the selection criteria listed within the position description in your application. Please apply online - applications will not be accepted if sent to the contact listed.


Kim Symons, Talent Acquisition Consultant

T: (61 2) 9385 0670

Applications close: 17 October 2018

UNSW is an equal opportunity employer committed to diversity

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