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.
Why join Cardiff Metropolitan University?
In 2020, the University was named The Sunday Times ‘Welsh University of the Year 2021’; in 2021 it became the Times Higher Education ‘UK and Ireland University of the Year 2022’; and in 2022 it was ranked the top university in the UK in the People and Planet Green League.
Registry Services is an innovative, efficient, integrated professional service that offers academic and student administration support and direction right across the lifecycle of a student.
Based adjacent to the Llandaff campus, we cover the areas of Complaints and Conduct, Examinations, Examination Boards, Enrolment, Graduation, Statutory Returns, Student Appeals, the Student System and Timetabling.
We work very closely with the other professional services and across all academic Schools whilst supporting the development of the University’s values and behaviours within our teams.
Our people are the most important resource and, as a department, our development as professionals is vitally important for us to continue to deliver a first-class service.
In addition, the University offers highly competitive terms and conditions including:
- Annual leave of 35 days, plus 12 bank holiday / concessionary days (pro rata if part time).
- Membership of the Local Government Pension Scheme with generous contributions.
- Flexible and remote working opportunities.
- Excellent family friendly policies.
- Award winning sports and fitness facilities with subsidised membership, plus subsidised physiotherapy/complementary therapy/sports massage.
- Access to all library facilities.
- Salary sacrifice schemes including cycle to work.
- Free family access to our independent specialist wellbeing support provider, Health Assured.
If you would like to talk with us about this opportunity please contact Tracey Horton, Head of Student Lifecycle, at TLHorton@cardiffmet.ac.uk
Should a high volume of applications be received, we may need to close this vacancy early. We therefore encourage you to apply as early as possible.
The University is committed to creating a highly inclusive culture. We offer family friendly and flexible working arrangements and a range of staff networks, forums and events to support and develop our people. We warmly welcome applications from those traditionally underrepresented in the higher education sector.
Further information
Please read our Candidate Pack or visit our staff recruitment website for information about working for us, our culture, benefits, work-life balance and our career progression and development opportunities.