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Complaints Officer

Student and Academic Services
Based at
University of York - Heslington Campus
Hours of work
Contract status
32,236 - 39,609 a year
Posted Date
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Job Reference

Role Description

We are seeking to appoint a professional and enthusiastic administrative officer on a full time basis to influence, implement and administer our revised complaints procedure. You will apply the University's regulatory framework and relevant legislation to investigate and give advice regarding student complaints to the University.

You will use your analytical skills and strong sense of natural justice to judge the merits of cases, balancing the interests of the student with the obligations of the University. You will have a good understanding of the complex interactions of different policies, and will be decisive and persuasive in your ability to summarise and make recommendations based on large volumes of sometimes conflicting information.

You will have experience of working in a busy administrative role within a large, complex organisation, and have excellent IT skills with the ability to work with a wide variety of software packages. You should be confident in analysing and presenting information clearly and communicating effectively to a range of people in different formats. You should demonstrate excellent customer service, be able to organise your workload effectively, have a high degree of accuracy and attention to detail . Ideally you will also have experience of process improvement.

For an informal discussion or further information about the post please contact Valerie Cotter (, 01904 322149) or Zoë Devlin (, 01904 322161). 
Helen Main 

The University is committed to promoting a diverse and inclusive community  – a place where we can all be ourselves and succeed on merit. We offer a range of family friendly, inclusive employment policies, flexible working arrangements, staff engagement forums, campus facilities and services to support staff from different backgrounds.

      Athena Swan Bronze               

A place where we can ALL be ourselves #EqualityatYork



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