Head of Student Cases (Complaints, Appeals and Conduct)

University of Leeds

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Salary: Grade 9 (£53,353 – £61,823 p.a. depending upon experience. A salary up to £67,540 may be considered for an exceptional candidate)

This role will be based on the University campus but with scope for it to be undertaken in a hybrid manner.  

Can you be at the heart of our endeavour to ensure that our complaints and appeals processes deliver a positive student experience?

The University of Leeds is one of the top 135 universities in the world.  We have a truly global community, with more than 39,000 students from 170 different countries and over 9,000 staff of 100 different nationalities.  Established in 1904, we have a strong tradition of academic excellence, reflected in first-class student education, along with world-leading research that has a real impact around the globe. 

You will carry lead responsibility for the University’s procedures for determining and resolving student complaints and academic appeals and for managing student disciplinary issues and other matters which might affect a student’s progression, award or place in the University, with a focus on delivering a positive student experience. 

You may have considerable expertise in the application of academic regulations, or a comparable regulatory framework in another setting, and will ensure the efficient and effective management across procedures as well as a consistent, practical and pragmatic approach to individual cases.

We are looking for an excellent communicator who has resilience, empathy, analytical thinking and team/stakeholder management skills. In return this is a great opportunity to take on a varied and challenging role critical to the University’s reputation in the way it supports our students and manages their conduct.

This role leads and manages the Student Cases Team, within the Secretariat. You will also be a member of the Secretariat’s management team and, in this respect, will be expected to play a key role in the development of the wider team and the broader governance agenda.  The nature of the role is such that you will be expected to liaise with, and where necessary to advise, academic and professional services staff located in any school or service across the University, including the staff of the Leeds University Union’s Student Advice Centre.

What we offer in return

•    26 days holiday plus 16 Bank Holidays/days when the University is closed by custom (including Christmas) – a total of 42 days a year

•    Generous pension scheme – the University contributes 21.6% of salary

•    Health and Wellbeing: Discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls.

•    Personal Development: Access to courses run by our Organisational Development & Professional Learning team, and self-development courses including languages, Creative Writing, Wellbeing Therapies and much more.

•    Access to on-site childcare, shopping discounts and travel schemes are also available.

And much more!  

If you are looking for a challenging and rewarding role where you will work across the University to ensure the right outcomes for our students, apply today.

For a confidential discussion about this role or to apply, please contact our recruitment partners at Penna; Andreas Efthymiou on [email protected] or 07546 415 794.


1st Stage Interview on Thursday 30th March – 45 minutes case study via MS Teams

2nd Stage Interview on Friday 31st March – Face to Face Formal Panel Interview

Location:  Leeds – Main Campus
Faculty/Service:  Professional Services
School/Institute:  Secretariat
Category:  Professional & Managerial

£53,353 to £61,823
A salary up to £67,540 may be considered for an exceptional candidate.
Post Type: 

Full Time
Release Date:  Friday 10 March 2023
Closing Date:  Sunday 19 March 2023
Reference:  CSSEC1045A-2

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