About the position
- Full Time, Fixed Term Position from 13 October 2025 to 31 August 2026 (Parental Leave Replacement)
- HEO8 Classification Level
- Campus Independent
The Manager, Student Complaints and Appeals is based in the Integrity Office within the Pro Vice-Chancellor (Student Experience and Employability) division.
Reporting to the Deputy Director, Integrity Office, the Manager, Student Complaints and Appeals is responsible for the centralised management, governance, investigation, and reporting of student complaints and appeals at La Trobe University.
This role will work closely with colleagues across the University to promote appropriate, timely, and consistent resolution of student complaints and appeals and will deliver high standards of service to students and staff. The role includes the analysis of complaints and appeals data to inform policy development and continuous improvement, management and training of the University Appeals Committee, and provision of high-quality advice on educational quality and compliance.
Skills and Experience
To be considered for this position, you will have:
- A degree with substantial extension of theories and principles learned through experience, or a range of management experience, or postgraduate qualifications (or progress towards) with extensive relevant experience, or an equivalent combination of relevant knowledge, training, and experience.
- Demonstrated management and leadership skills, including experience managing staff performance and development within a cohesive team environment.
- Ability to apply theoretical knowledge or management expertise to solve complex problems and adapt policy.
- Experience managing multiple stakeholders to achieve outcomes and working with senior management.
- Strong interpersonal skills, including the ability to negotiate, motivate, influence, and build relationships.
- High level of self-motivation and personal management skills.
- Experience and ability in effective complex complaint management, investigation processes, and appeals handling.
- Experience in undertaking complex and sensitive investigations, including skills in research, evaluation, or interpretation of data.
- Ability to conduct thematic analysis of complaints data to drive improvements to benefit the student experience
- Ability to communicate complex information clearly in written and oral forms to diverse stakeholders.
- Experience managing external reviews and enquiries (eg National Student Ombudsman) and acting as a key contact for regulatory bodies.
- Ability to form detailed knowledge of academic and administrative policies and interrelationships across activities.
- Commitment to compliance with privacy legislation, monitoring, reporting, and record-keeping practices.
Please refer to the Position Description for other duties, skills and experience required for this position.
PD - Manager Student Complaints and Appeals.docx
Benefits:
- 17% employer contributed superannuation
- On site child care facilities
- Flexible work arrangements
- Discounts for staff and their family members to study a range of La Trobe courses
How to apply
Closing date: Sunday, 27 July 2025 by 11:55pm
Recruitment Enquiries: recruitment@latrobe.edu.au
Please submit an online application ONLY including:
- A cover letter (max 2 pages) addressing the Skills and Experience outlined above
- An up-to-date resume
Only candidates with full working rights in Australia may apply for this position.
Please scroll down to apply.
Aboriginal and Torres Strait Islander Applicants
We welcome and strongly encourage applications from Aboriginal and Torres Strait Islander people.
La Trobe University is committed to creating a diverse and inclusive workforce. We take an intersectional approach by actively supporting and encouraging people of all backgrounds and abilities to submit an application and aim to ensure that the recruitment and employee experience is as accessible and inclusive as possible. Flexibility in interview format will be offered to shortlisted candidates.
All La Trobe University employees are bound by the Working with Children Act 2005. If you are successful, you will be required to hold a valid Victorian Employee Working with Children Check prior to commencement.
