Student Complaints Officer

Who we are:
At Torrens University Australia, making a difference is in our DNA. As a Certified B Corporation, we belong to a global community of future-focused companies using business as a force for good. We believe in the transformative power of education to change lives, families, communities – and the world. That’s why we’re on a mission to increase access to higher education, so learners from all walks of life can chase their dreams.
Just like our students, our employees are a diverse group who want to make an impact. When you join us, we give you the freedom to be bold, creative and courageous – with flexible working arrangements that allow you to bring your best. We’ve built a culture that celebrates community, collaboration and innovation, where people love what they do.
What’s the job?
Reporting to the Student Complaints Manager, the purpose of the Student Complaints Officer is:

• providing support to the Student Complaints Manager to ensure implementation of processes for resolving informal and formal Student Complaints within Torrens Global Education
• providing support in managing daily targets and deadlines to provide timely investigation and resolution of complaints and appeals
• ensuring information about complaints is captured, and
• providing support in the process of administering complaints and appeals lodged externally with a complaint handling body or regulator.

The Student Complaints Officer, will have a strong understanding of multiple policies and processes. Also, will meticulously evaluate all inquiries with a strong emphasis on details, and must exhibit practicality, agility, and attentiveness. A thriving Student Complaints Officer is expected to operate within a rapidly changing environment.
The successful applicant can be located at any of our campuses across Australia as this role provides flexibility location arrangements.
NOTE: This role does not provide any sponsorship options. To be successfully considered for this role, you must have full working rights visa in Australia.
Day-to-day accountabilities:

• Work with the Director, Policy and Academic Governance and Student Complaints Manager to ensure that the Student Complaints Policy and supporting procedures are consistently applied and implemented.
• Guide students and staff through informal and formal complaints, reviews and appeals, ensuring policies are fairly and consistently applied across all verticals and to all students
• Implement the processes for resolving informal and formal complaints ensuring the effective and timely resolution of complaints
• Provide regular training sessions, guidelines, reminders and updates to keep staff knowledge fresh and front of mind and increase the number of complaints effectively resolved at first point of contact
• Investigate escalated complaints, internal review requests (appeals) and external complaints, providing summarised information to key decision makers and keeping accurate case files and complaint records
• Make recommendations in regards to effective and timely resolution of complaints
• Coordinate outcome letters, emails and other related communication with appellants and relevant government bodies
• Ensure complainants/appellants are well-informed about complaint processes, timelines and outcomes

To read more about the role please click here to
Who you are
To be successful in this role you will have:

• Experience in complaint management, preferably within a higher education institution or university
• Incredible Attention to detail and the ability to undertake high volumes of administrative processing efficiently and with a high level of accuracy
• Knowledge of and use of administrative policies and procedures including records management
• High level communication skills, particularly written skills, and the ability to communicate

clearly with a diverse audience, including those without English as a first language * High level teamwork and the ability work with and/or be a member of a team

• Demonstrate high level computer and software skills, particularly in word processing, spread

sheets and using enterprise-wide records management systems * A student-service mentality and respect for balancing both people and commercial needs

• Strong personal drive, self-motivation, and resilience in the face of a complaint-focussed workload

Why join us?
Bold, modern and agile, we’re Australia’s fastest-growing university, going from 164 students in 2014 to 40,000+ alumni across 115+ countries and 2000+ staff today. In 2020, Australian Financial Review named us one of the country’s most innovative companies. As we continue to establish ourselves as a truly global university, we never lose sight of our student-centric approach. Supported by teams of passionate people, you’ll find endless opportunities for professional development and career progression.
We are proud to be an equal opportunity employer and committed to creating an inclusive workplace. We do not discriminate on the basis of race, colour, religion, age, ethnicity, gender identity, sexual orientation, disability, or any other protected characteristic.
We encourage applications from Aboriginal and Torres Strait Islander peoples for all positions.
What we offer:
We support your personal passions, development and wellbeing, to make your working life a more rewarding experience. At Torrens University Australia , you’ll benefit from:

• Study free in a course/degree related to your position
• Flexible working conditions, allowing you to work remotely and from a campus near you

Hiring process
We aim to provide you with the necessary information you need at each stage of this process to put your best self forward. If you want to know more, or need assistance or accommodation during the recruiting phase, please contact your recruiter at
To learn more about what makes Torrens University Australia a great place to work, visit
We’d love to hear from you.
Applications close: 26th March 2024
If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at