The opportunity
You will use your comprehensive experience and expertise to lead the work of the Complaints and Conduct team. The team work closely with stakeholders across the University to ensure that good practice is followed in the management of student cases and operationalise policy and procedure. This includes the complaints process and the Student Disciplinary Procedure.
As the Registry Operations Manager (Complaints and Conduct) you will act as the University’s operational contact with the Office of the Independent Adjudicator in respect of complaints and student conduct. You will use insights from best practice in the sector and from the learning gained from casework to drive continuous improvement in the University.
Whilst this role requires a high level of understanding of the issues facing Higher Education, and expertise and knowledge in key areas such as casework, consumer rights and equality and diversity legislation, you may have gained your experience working in a role outside of Higher Education. For example, you may have experience in customer services, casework, or complaints resolution from other sectors. However, what you will need to bring is the ability to engage with staff at all levels and excellent communication skills. You will be people focused and able to manage a diverse and complex workload.
What you’ll do
Prepare complex documentation and manage complaints and other student cases (for example, student conduct) received by the University to ensure compliance within expected timeframes and effective service delivery in accordance with Cardiff Met procedures (for example, the Student Disciplinary Procedure) and external guidelines. This includes taking individual responsibility for processing each stage of a case and making necessary decisions when required.
Develop and maintain an up-to-date knowledge of issues relating to student complaints and other non-academic student matters in the Higher Education sector drawing on the work of the Office of the Independent Adjudicator (OIA), Quality Assurance Agency (QAA) and any other relevant professional and statutory bodies.
Promote a culture of continuous improvement and compliance with OIA, QAA and Consumer Rights Act obligations, ensuring that recommendations arising from investigations or made by the OIA are implemented.
Champion collaboration and establish and curate effective networks with colleagues in academic Schools, partner institutions and professional services. Provide advice and guidance to colleagues in respect of the investigation and resolution of complaints and student conduct cases.
Be responsible for the preparation and maintenance of a range of information and guidance resources. Provide expert advice and guidance to colleagues including Senior Managers in Schools and Professional Services, run training and events for staff in relation to key activities or systems within Registry Services (for example training for Investigating Officers). These will be deliverable via a variety of media, including face-to-face and online. Develop and support other members of the team in the delivery of training.
What we are looking for
Specialist expertise and knowledge in matters relating to student casework, including consumer rights legislation, equality and diversity legislation, data protection, and sector-level codes of practice and good practice frameworks.
Demonstrable experience of managing a professional casework service in a large complex organisation (for example, Higher Education, Local Authority, Legal practice).
Ability to interact with a wide variety of internal and external stakeholders at a senior level and student level. Able to explain and discuss education and student experience activities within a university setting.
Ability to analyse and interpret complex information, ability to draft policy, and responses according to legal principles and to draft reports clearly and concisely.
Experience of analysing and interpreting data, writing complex reports, and delivering training or briefings to others.
Excellent IT skills, including email, MS Office, SharePoint
Determining priorities of work and monitoring progress to achieve targets within agreed timescales.
Ability to design, implement, operate, and improve Services.
Experience of managing / supervising staff.
Positive team player, self-motivated and enthusiastic with drive and ability to influence others.
Demonstrable problem solving and decision-making skills.
Ability to maintain composure when dealing with difficult situations.
Ability to deal sensitively with confidential matters concerning staff and students.
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