Student Complaints and Conduct Officer

**Company Description** About AE**

Acknowledge Education is entering an exciting new chapter. With a refreshed leadership team and a renewed focus on innovation, growth, and student success, we are building on our 139-year legacy to shape the future of higher education and VET in Australia.

We deliver programs across health & community services, social work, engineering design & construction, hospitality, and the Victorian Certificate of Education (VCE), with campuses in Melbourne, Sydney, Perth, Brisbane, and Adelaide. Each year we support more than 8,000 students to achieve their goals.

Now, under new leadership, we are strengthening our academic vision, deepening industry connections, and investing in our people. If you’re looking to make an impact in an organisation with momentum, this is the right time to join us.
- Permanent, Full Time

The Student Complaints and Conduct Officer is responsible for managing and resolving all student complaints, appeals and conduct matters, in line with Acknowledge Education’s (AE) and International College of Hotel Management’s (ICHM) policies, procedures and relevant legislation. The role ensures fairness, transparency and timely resolution of matters raised by students, while promoting student accountability under the Code of Conduct, safeguarding compliance and supporting a positive student experience.

**Key Responsibilities**:
**Case Management**
- Receive, acknowledge, and record all student complaints, appeals, and conduct matters within required timeframes.
- Coordinate, investigate, and resolve cases across all stages of the process, from lodgement to outcome.
- Provide clear and sensitive communication with students and staff, ensuring procedural fairness and natural justice.
- Escalate complex or high-risk cases to the Student Complaints and Conduct Team Leader as required.
- Maintain accurate, confidential and secure case records.

**Governance, Policy and Compliance**
- Ensure all complaints, appeals and conduct processes are consistent with institutional policies and relevant regulatory frameworks (e.g., TEQSA, ASQA, ESOS Act).
- Support policy development and review, providing advice on systemic and procedural improvements.
- Assist in the preparation of compliance documentation and reporting for internal and external stakeholders.
- Provide support for external review processes (e.g., Ombudsman).

**Stakeholder Engagement**
- Provide clear, respectful, and professional communication with students throughout the process.
- Act as a key liaison point between students, academics and professional staff in the resolution of complaints, appeals and conduct cases.
- Promote student awareness of responsibilities under the Code of Conduct and escalate complex or high-risk cases to the Student Complaints and Conduct Team Leader.

**Reporting and Continuous Improvement**
- Report on complaints, appeals and conduct trends, outcomes and processing times.
- Identify opportunities for systemic, policy and administrative improvements.
- Contribute to sector benchmarking activities to ensure alignment with best practice.

**Organisational Accountabilities**
- Ensure compliance with all institutional policies and procedures.
- Contribute to AE and ICHM’s commitment to reconciliation and inclusive practices, supporting diverse student cohorts.

**Qualifications** To be successful in this role, you will have**:

- Relevant tertiary qualifications in education, law, business, or a related field, and/or proven experience in complaints management, case handling or student services.
- Training or demonstrated knowledge of relevant regulatory frameworks in higher education and/or VET (e.g., TEQSA, ASQA, ESOS Act, National Code).
- Demonstrated experience in case management, complaints handling, or student conduct within a regulated education environment.
- Proven ability to work in environments requiring impartiality, confidentiality, and professionalism when dealing with sensitive matters.
- Experience preparing reports and compliance documentation for internal and external stakeholders (e.g., Ombudsman, regulators).
- Strong communication skills (written and verbal) with the ability to manage sensitive conversations and deliver clear, respectful, and professional messages.
- Excellent negotiation, problem-solving, and conflict resolution skills.
- Ability to manage competing priorities and meet strict timeframes in a fast-paced environment.
- High-level organisational skills and strong attention to detail, particularly in maintaining accurate records.

**Additional Information** Why join AE**

Now is the perfect time to join Acknowledge Education. With a refreshed leadership team and a renewed focus on innovation and growth, we’re building something special — and you can be part of it.
- Opportunities to grow within the organisation
- $1,500 annual professional development allowance
- Incredibly committed and supportive team of student-centric professionals
- Health insura