University of Suffolk
Student Complaints and Conduct Officer
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Student Complaints & Conduct Officer (Office for Student Appeals, Complaints & Conduct (OSACC))
Hours: Fixed-term contract until July 2027, part time, 18.5 hours per week (0.5 FTE)
Salary: Band 4 (non-negotiable) - £33,002 to £36,636 per annum, pro rata (pay award pending)
About The Post
Are you passionate about supporting students and ensuring fair, transparent processes? The University of Suffolk is seeking a dedicated and detail-oriented Student Complaints and Conduct Officer to join our Office for Student Appeals, Complaints and Conduct (OSACC) within the Registry Services Directorate.
In this pivotal role, you will manage a varied caseload involving academic appeals, misconduct, complaints, and other student-related procedures. You will provide expert advice and guidance to students and staff, ensuring compliance with internal policies and the Office of the Independent Adjudicator (OIA) Good Practice Frameworks.
About The Team
The OSACC team supports all University of Suffolk students, handling a wide range of case work and provides high-level advice and guidance to students and staff across the University. The team operates in a fast-paced environment, handling sensitive and complex cases with professionalism and care.
About You
The successful candidate will be a proactive and empathetic professional with an understanding of higher education. Experienced in managing complex casework in high-pressure environments, you will bring excellent written and verbal communication skills, meticulous attention to detail, and the ability to meet tight deadlines.
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You thrive in roles that require sensitivity, discretion, and sound judgement, particularly when advising students and staff on challenging issues.
You will be confident in delivering training and interpreting policy, comfortable supporting panels, and investigations, maintaining accurate records, and contributing to policy reviews and reporting. Your collaborative approach will enable you to work effectively with internal teams and external partners, always striving to deliver fair, timely, and student-focused outcomes.
Benefits
- Generous annual leave entitlement of 25 days for Bands 1-4 and 30 days for Bands 5 and above, plus 8 bank holidays and any university closure days.
- Enjoy an extra day of paid leave on your birthday, subject to qualifying/service conditions.
- Flexible working, including family friendly policies.
- Competitive workplace pension scheme (USS) - with an employer contribution rate of 14.5%, tax relief on contributions and life cover.
- Staff discounts at a number of local amenities in Ipswich.
- Discounted membership at Adastral Park Leisure and Sports
- Access to a range of high-quality learning and development opportunities
- Discounted rates for staff approved to study a UoS undergraduate or postgraduate course, subject to a set of criteria and conditions.
- Cycle to Work scheme.
- Electric vehicle salary sacrifice.
- Employee Assistance Programme (EAP).
- Staff recognition annual awards.
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Closing date
Friday 18 September 2026
Interviews: Friday 2 October 2026
For an informal discussion about the role, please contact Sophie Rose-Thompson, OSACC Manager at s.rose-thompson@uos.ac.uk
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AI tools (ChatGPT, Gemini, Claude, Grok, etc) can help you get started and prepared for your interview but please remember that AI generated applications, CV and supporting information can easily be spotted. The applications that stand out most are the ones that feel genuine and reflect your unique self. Please see our Job Application Guidance for more information on the use of AI by job applicants.
Please note: We recommend that you apply as soon as possible, even if the closing date is in the future.
Applications received may be reviewed before the closing date and should we receive a high number of applications for this post, or high-quality applications which demonstrate suitability, we reserve the right to close the vacancy early. We may hold interviews as and when applications are received, and we reserve the right to offer to a candidate prior to the closing date.
We are a values driven organisation, committed to ensuring we remain a beacon for aspiration and achievement, while providing a great environment to work and study. We are committed to promoting a diverse and inclusive community and we encourage applications from under-represented groups.
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