Appeals, Complaints and Conduct Manager

University of the West of Scotland – QuEST

Paisley Campus

Full time: 35 hours per week

Fixed term: 6 months

The Appeals, Complaints and Conduct Manager, manages the administration of complaints according to the statutory requirements of the University’s Complaints Handling Procedure, the application of the Code of Discipline for Students and all student academic appeals and suspensions. The post holder leads the ACC team within QuEST and works collaboratively and proactively with a range of colleagues and services across the institution; as well as with relevant external agencies. This role requires excellent interpersonal skills, the ability to build relationships, respect confidentiality, and be able to effectively deal with difficult people and challenging and complex situations in a sensitive and professional manner.

The successful candidate should have the following:

• Degree/SVQ level 5 or equivalent, or have relevant and practical work experience.
• Experience of managing and motivating colleagues.
• Experience of case management with a service focus in complaints, appeals and conduct or equivalent areas.
• Experience of working with regulatory frameworks, implementing processes and procedures and identifying areas for improvement.
• Experience of institutional governance including senior committee management, preferably in an academic context.
• Experience of building effective working relationships with internal and external agencies.
• Experience of working with a diverse range of people.
• Excellent written and oral communication skills, with meticulous attention to detail.

About us

The University of the West of Scotland is one of Scotland’s largest and most dynamic modern universities. Our reach across the country, together with our London campus, means that UWS is a significant force in global knowledge creation, innovation, and a leading provider of undergraduate, postgraduate and research degree education. Our degrees provide students with a transformational experience; equipping them with highly sought-after graduate skills that set them up for global success in world-leading sectors, industries and businesses.

With cutting-edge courses, modern pedagogy and practical knowledge, we enable our students and staff to experience the joy of learning, teaching, research and innovation, and apply their knowledge for the benefit of others.

UWS is officially ranked by Times Higher Education in the top 200 universities worldwide under 50 years old (2023 Young University Rankings).

Our professional services teams are the backbone of UWS, providing robust and innovative solutions to support the vast range of work across learning and teaching, and research and

innovation. You will join a supportive and dedicated team, playing a key role in a range of work that will help drive forward our ambition to deliver world-leading research, and graduates who will design, shape and build a new future.

We offer our staff a caring and supportive environment, across five campuses, and a competitive benefits package which includes:

• 24 days of annual leave, plus a further 12 days for public/university holidays
• An additional days leave on your birthday
• Defined benefit contribution pension scheme (currently 19.3%), including death in service benefits upon joining the scheme.
• A flexible approach to working pattern and work-life balance
• Employee discount scheme across 3,500 retailers
• Fitness facilities across our campuses
• Access to a range of health and wellbeing resources, including occupational health, physiotherapy and access to our Employee Assistance Programme
• Professional, career and research development opportunities

Interview date: Week commencing 5^th May 2025

The University reserves the right to shorten/extend the closing date of any position where a high/low volume of suitable applications are received. Therefore, if you are interested in this role, an early application would be encouraged.

You can find out more about how the University uses your personal data as part of the recruitment process by looking at the UWS HR Applicant Privacy Notice at www.uws.ac.uk

UWS is committed to equality and diversity and welcomes applications from underrepresented groups.

UWS is a “Disability Confident” employer.

University of the West of Scotland is a registered Scottish charity, no. SC002520.