Student Conduct and Complaints Officer

4 weeks ago

East London, South Africa Global Banking School Full time

The purpose of this role is the management of student misconduct and student complaint cases across GBS campuses and partnerships, ensuring a consistent, timely and fair response to both student misconduct and student complaints. The post holder 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 and GBS Student Complaints procedure and other student facing policies. This role is central in promoting and upholding the shared values and ideals of the GBS community.

Key Responsibilities:

1. To lead investigations into alleged breaches of student discipline and/or violations of relevant policies, ensuring that all cases comply fully with all relevant policies and procedures.
2. To manage the caseload of these investigations, including interviewing students and witnesses, taking statements, securing and gathering evidence and having the ability to deal with a wide range of code of conduct issues.
3. To assist relevant colleagues in making informed, proportionate and appropriate decisions with regards to the next steps in any case.
4. To participate in relevant student hearings, presenting cases for consideration by members of the panel.
5. To liaise with Police on the outcome of investigations which have been handed to them for investigation.
6. To ensure all relevant stakeholders are kept informed as to progress and outcome of each investigation.
7. To liaise with various colleagues and external services such as police on serious misconduct breaches that have taken place.
8. 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.
9. To regularly report, briefly each month and in more detail once a year, on activity including number of cases, type of case and outcomes. These reports should attempt to identify any systemic issues and propose preventative actions.
10. To work with key stakeholders both internally and externally to ensure cases are dealt with effectively and follow processes.
11. To manage the process of student complaints, especially at the initial stages, in accordance with the GBS student complaints policy, ensuring a fast, fair and managed response to student complaints.
12. To contribute to the review, development and updating of all disciplinary and complaints policies to ensure a streamlined experience for all customers.
13. Working alongside the DoS to lead on the promotion of GBS values and behaviours.
14. To undertake any other work as prescribed by relevant Senior Colleagues in relation to the development and fulfilment of specific projects as required.

EDUCATION, QUALIFICATIONS AND ACHIEVEMENTS:

Essential criteria:
• Undergraduate degree or equivalent

Desirable criteria:
• Previous work with Student Services or Academic Quality Office

KNOWLEDGE AND EXPERIENCE:

Essential criteria:
• 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 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.

COMMUNICATION:

Essential criteria:
• Excellent interpersonal, verbal, and written communication skills, including when handling sensitive and confidential matters.
• Strong collaboration skills.

SKILLS AND ABILITIES:

Essential criteria:
• Investigation and conflict resolution skills.
• Analytical and writing skills.
• Openness and commitment to continuous learning/improvement and a positive attitude to change.
• Ability to foster collaboration across campuses and in diverse professional settings.

OTHER ESSENTIAL CRITERIA:
• Commitment to and understanding of equal opportunities issues within a diverse and multicultural environment.

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