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Advisor, Student Complaints

2 months ago

Melbourne, Australia RMIT University Full time

Overview:
- Full-time, Continuing position- Salary Level HEW 7 + 17% Superannuation and Flexible Working Arrangements- Based at the Melbourne CBD campus, and hybrid ways of working

About You

The role of Advisor in the Student Complaints team within ARG Integrity is primarily responsible for case managing student and student-related complaints, which will involve the co-ordination, investigation and resolution of cases that are handled by the team, in accordance with the Student and Student-Related Complaints Policy and Procedure.

As a member of the Student Complaints team, the incumbent will work to ensure compliance with Policies and Procedures and be involved in the provision of outreach workshops with key stakeholders. The role will assist in providing advice to Senior Advisors, the Manager, Student Complaints and to senior staff in the University community regarding best practice within the University and across the sector. This role also plays an important part in identifying and reporting on systemic, policy and procedural issues.

Solid communication skills, a solution-focused approach and strong writing skills will be required to assist with the management of complaints and liaison with academic and administrative staff.

To be successful in this position, you’ll have:
- Ability to work both within a team environment and autonomously with a high level of output, judgement and a demonstrated ability to solve problems and provide solutions- Excellent written and verbal communication skills, cultural understanding and sensitivity.- Proven capacity to negotiate solutions and outcomes in a complex and ambiguous environment informed by an understanding of relevant legislative and policy frameworks, preferably associated with the Higher Education and Vocational Education sector.- Engagement in conciliatory action that results in mutually acceptable outcomes- Demonstrated ability to pay attention to detail, strong administrative skills and a demonstrated understanding of accurate record keeping.- Resilience, with a proven ability to work under pressure and achieve outcomes within short time frames- Excellent interpersonal communication and relationship building skills, including the ability to influence and communicate with a wide range of people across and external to the University.- Experience in complaint management, customer service environment or mediation.- Relevant tertiary qualifications and/or proven experience.

About the Education Portfolio

The Education Portfolio is led by the Deputy Vice-Chancellor Education and Vice-President who is responsible for planning and implementation of the University’s strategies related to RMIT’s academic programs and the student experience. The Portfolio is responsible for services to support the quality of RMIT programs, including the professional development of academic staff, continuous improvement of the student experience, learning and teaching outcomes and the management of learning and research information sources.

The Education Portfolio plays a key role in empowering students to access education, participate actively in the life of the University and achieve successful and fulfilling lives beyond graduation. The provision of a stimulating and satisfying experience for students is a priority for the University.

The Academic Registrar's Group (ARG) is responsible for a range of activities underpinning the student lifecycle from enrolment though to graduation. The ARG operating environment is highly complex in view of more than 82,000 student enrolments across the University in both vocational and higher education programs at campuses in Melbourne, Europe and Vietnam, as well as at several offshore locations in conjunction with educational and industry partners.

RMIT has one of the highest numbers of international student enrolments within Australian universities; consequently, compliance requirements are significant with State and Federal legislation imposing numerous and frequently revised regulatory obligations.

The ARG has a staff establishment of around 140 EFT in Australia and Vietnam, and an operating budget in excess of $20 million.

Core University services provided by the ARG include: Integrity: academic policy, student conduct, student complaints, university appeals, assessment support including special consideration, results and academic progress; Academic Governance and Systems: government reporting, system operations, academic governance; Enrolment and Student Records: student financials, enrolment services, student records, governance and compliance, and global enrolment services; Completions and Graduations: program completions and graduation ceremonies.

To Apply

Please submit your CV and covering letter addressing your suitability for this position by clicking on the ‘Apply’ link below.
- Position Description

Applications close on Wednesday 10 May 2023 at 11.59 pm.

Applications Close:
10 May 2023 11.59 pm
- RMIT is an e

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