Complaints and Appeals Manager

We are seeking a Complaints and Appeals Manager to join our growing Student Experience department. Within this role, you will be responsible for providing strategic and operational management of student complaints on behalf of the GSM London and the development of a professional and cohesive Regulation, Conduct and Compliance Office. You will be GSM London’s professional and expert point of contact in effectively managing cases, prioritising and delegating appropriately to ensure due care and attention is given to all complaints as well as undertake annual reviews of processes and suitability of functions for the management of student complaints.

To be successful, you will hold a first degree qualification in a related discipline together with relevant legal training. You will also be able to demonstrate your experience in effective team leadership, a background in working within a regulatory framework and your ability to effectively build and sustain relationships with a diverse range of stakeholders. You will possess strong communication skills including an excellent understanding of and ability to apply quasi–legal terminology and argument along with the ability to relay complex information to audiences and to and deal sensitively with confidential information and demanding/ distressed customers. You will also possess sound decision making and the ability to progress a complex caseload. Knowledge of Higher Education compliance and regulation will be highly regarded, as will experience in dealing with clients of diverse cultural and socio economic groups.

How to apply: To express your interest in this position view the Job description below and submit your application via email to [email protected] quoting your name followed by Lecturer - Complaints and Appeals Manager in the subject line.

Applications should include a full CV and a covering letter addressing the selection criteria under the knowledge, skill and experience requirements section of the Job description.

Please see attached

In 2013, GSM London (formerly Greenwich School of Management), one of the leading providers of independent Higher Education within the UK, celebrated its 40th anniversary. These are exciting times for us and, with ambitious growth plans for the future; we are seeking to recruit a substantial number of outstanding staff.

In 2012 we successfully opened two new London sites; a state-of-the-art west London (Greenford) Campus and our London Bridge Study Centre. Both sites have been a great success and are testament to our commitment to reach out to a wider London student base as well as those from across the world. Our continued growth in both student numbers and London campuses reflects our vision: that of providing high-quality degree programmes designed to enhance the employability of our students. Our strategy relies on the provision of an outstanding student experience, with real insight into the characteristics of a very diverse student body. Of course, we are not only investing in new premises and a new brand; we also are moving towards having many more full time staff, will be further expanding student-facing teams, and are building organisational capability to take us forward as we seek to attain university status.