Student Conduct and Complaints Officer - London

Student Conduct and Complaints Officer - London

Department : Academic Standards and Quality Office

Location : West London/East London

Contract : Permanent/ Full-Time

About Us: GBS is a higher education provider offering a range of sector-relevant courses across ten campuses in London, Birmingham, Leeds, and Manchester. Working in partnership with several of the UK’s leading higher education providers, we deliver vocational, undergraduate, and postgraduate programmes in finance, accounting, business, construction, tourism, healthcare, and more.

Our Vision: Changing lives through education.

About the department: the team is responsible for managing and resolving issues related to student behaviour and formal complaints.

Main Responsibilities

About the role:

The purpose of this role is the management of student misconduct and student complaint cases across our campuses and partnerships, ensuring a consistent, timely, and fair response to both student misconduct and student complaints. The postholder is responsible for providing equity in assessment, investigation, and imposition of sanctions across the different partnerships of breaches of the GBS Student Code of Conduct, GBS Student Complaints Procedure, and other student-facing policies. This role is central to promoting and upholding the shared values and ideals of the GBS community.

• To lead investigations into alleged breaches of student discipline and/or violations or relevant policies, ensuring that all cases comply fully with all relevant policies and procedures.
• To assist relevant colleagues in making informed, proportionate, and appropriate decisions with regards to the next steps in any case.
• To participate in relevant student hearings, presenting cases for consideration by members of the panel.
• To liaise with police on the outcome of investigations that have been handed to them for investigation.
• To produce factual case reports and make recommendations following an investigation, highlighting evidence and presenting options for action supported by arguments for and against each option.
• To contribute to the review, development, and updating of all disciplinary and complaint policies to ensure a streamlined experience for all customers.

Requirements

About You!

• Undergraduate degree or equivalent relevant experience.
• Ability to work with a wide variety of stakeholders in a large and fast-paced institution.
• Accurate and timely record-keeping and project management skills.
• Experience of proactively and positively addressing complex student issues, including student welfare concerns.
• Experience of working collaboratively and towards successful outcomes with professional service colleagues, for example, lecturers, support staff, student success tutors, and the Academic Standards and Quality office.
• Experience in handling high-level, sensitive, and confidential matters and information.
• A working knowledge of employment legislation that relates to discrimination, sexual harassment, and other relevant areas.
• Experience of handling cross-cultural issues.
• Work with widening participation student groups.

Other Information

What We Offer:

• 25 days annual leave, plus 8 public holidays
• 1 day extra leave per year of service, up to a maximum of 5 days
• Workplace pension scheme
• Tuition reimbursement for career development courses
• Flexible Benefits: Cycle to Work, Workplace Nursery, Techscheme and much more
• Perks@Work discounts platform, wellbeing centre and much more
• Reward and recognition programme
• £500 award employee referral scheme

Employee Testimonial:

What really stands out to me about GBS is its consistent focus on creating positive outcomes for students. Every team, even those without direct student contact, is deeply committed to this mission. Everyone understands that what they do plays a role in helping students succeed. It’s such a collaborative and inspiring place to work — it’s clear everyone genuinely cares about making a difference." ( Steffi Korsah - Non-Academic Staff)

GBS is committed to equality, diversity, and inclusion and providing a workplace free from discrimination or harassment. We welcome applications from all backgrounds and communities. We take our core values seriously and work hard to create an environment where everyone feels welcomed.

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