All Jobs

National Student Affairs Manager (Complaints and Resolutions)

  • AdvertiserEndeavour College of Natural Health
  • DepartmentStudent Services
  • Work TypeFull Time
  • LocationAll campuses, ALL
  • Posted20 Jun 2022
  • Expires4 Jul 2022
  • Apply

Lead our ombudsman function for non-academic student grievances. Opportunity to identify insights to make real change to improve student experience.

The opportunity

This is an opportunity to lead our ombudsman function – managing escalations of student complaints (non-academic) and student misconduct; and the management of the fees remissions process.

Reporting to the Director of Student Services and Retention, with support from our Complaints & Resolutions Officer, this role provides the opportunity to collaborate with key stakeholders in the College to implement best practices in case management process and identifying insights and trends to make real change to student experience and well-being.

A typical day would be working across the full management of student grievances, misconduct and escalated case management and everyday management of the fees remissions process to align with external agency reporting standards and processing time-frames.

Project work for this role will include:

  • Analysing grievance case management feedback and making recommendations on strategic implementation that could prevent or reduce complaints.
  • Analysing Access & Equity students to inform and implement student pastoral care and well-being programs, allowing strategic reporting and implementation that support student success.
  • Project management and implementation of a student pastoral care, mental health and well-being framework, ensuring alignment to HE industry frameworks and Tertiary Education Quality and Standards Agency (TEQSA) well-being standards.

This is being offered as a 12 month, fixed term engagement, with location flexible to any of our locations around Australia.

About you

You are customer focused and well-versed in complaints management, with previous experience handling complaint escalations. Using your exceptional communication skills and empathetic approach, you will provide a solutions-focused, process driven, and considerate tact in addressing these escalations.

Problem-solving is a strong suit, utilising your curiosity to explore trends and suggest new initiatives and continuous improvements for the student experience. You have strong interpersonal, consultation and conciliation skills, with the ability to communicate effectively at all levels, providing the platform for collaboration with key stakeholders.

Qualifications and experience required:

  • Demonstrated experience in conducting and managing complex and sensitive grievances and misconduct investigations.
  • Customer focus with a passion to assist and support students with a demonstrated ability to relate effectively to students in an educational context.
  • Ability to rapidly gain knowledge of relevant legislation, policies, and principles applicable to the management of student grievances within a College environment.
  • Capacity for leadership and planning, with a proven track record of delivering against key strategic business objectives in a fast-paced environment.
  • Experience in Higher Education setting with the focus on student grievance management, student wellbeing frameworks and TEQSA grievance and wellbeing standards (highly regarded, but not essential)
  • Computer skills including proficiency in the Microsoft Office suite, advanced level in Excel for data tables and knowledge of file sharing systems including demonstrated capacity to report on trends to inform business continuity improvement.

About us

Providing the highest standard of education, the most informed curriculum and a nation-wide campus footprint, Endeavour College of Natural Health is Australia's largest provider of Higher Education to the complementary medicine sector.

Our purpose is to be the leader in natural health education, producing experts that keep the world well. We look to transform passion into purpose and are committed to the future and success of natural health. We are the largest provider of complementary medicine higher education degrees in the Southern Hemisphere, with six campuses across Australia. We are proud to produce the experts that keep the world well.

We value our people, as such we focus on their continued professional development as well as their physical and mental well-being. Our employees can access our Professional Development Fund for external courses, study any of our Endeavour Courses free of charge, and access our extensive in-house learning catalogue.

Additionally, to say thank you for the energy, effort, and results our people deliver, Endeavour offers all staff members FREE UNLIMITED clinic consults in all of our disciplines and 15% off all clinic dispensary and retail products!

How to apply

Interested applicants are invited to submit a cover letter and resume which demonstrates an ability to deliver on the responsibilities for the role. Applications close Monday 4 July at 4pm AEST. Endeavour College of Natural Health reserves the right to commence screening and interviews as soon as suitable candidates are identified, so please do not delay with your application.

Endeavour welcomes the rich diversity of our community and strives to be inclusive for all. As an equal opportunity employer, we promote social inclusion and encourage applications from Aboriginal and Torres Strait Islander people and the LGBT+ community. Endeavour acknowledges the Australian Aboriginal and Torres Strait Islander peoples as the first inhabitants of the nation and the Traditional Custodians of the lands where we live, learn and work.