About AE
Acknowledge Education is entering an exciting new chapter. With a refreshed leadership team and a renewed focus on innovation, growth, and student success, we are building on our 139-year legacy to shape the future of higher education and VET in Australia.
Job Description
Permanent, Full Time
At Acknowledge Education (AE) and the International College of Hotel Management (ICHM), we put students at the heart of everything we do. We're looking for a confident, fair and people-focused leader to guide our Student Complaints and Conduct team. This is a unique opportunity to shape how we manage student complaints, appeals and conduct matters across Acknowledge Education (AE) and the International College of Hotel Management (ICHM), ensuring processes are transparent, consistent, and supportive of the student journey.
Key Responsibilities
Lead, coach and develop a team of Complaints & Conduct Officers to deliver consistent, high-quality case management
Allocate and manage caseloads, ensuring timely resolution and effective prioritisation
Provide expert guidance on complex or high-risk matters, including escalation where required
Oversee case quality to ensure procedural fairness, natural justice and confidentiality standards are met
Ensure compliance with regulatory frameworks (TEQSA, ASQA, ESOS Act) and institutional policies
Lead policy review and continuous improvement initiatives across complaints, appeals and conduct processes
Act as a senior escalation point for internal and external stakeholders, including regulatory bodies and Ombudsman matters
Deliver reporting and insights on trends, risks and opportunities to inform decision-making
Provide training and guidance to staff and academics on best-practice complaints handling and Code of Conduct requirements
Qualifications




Bachelor's degree in education, business, law, management, or a related field, or equivalent professional experience.
Minimum 5 years' experience in student services, complaints management, case handling or related functions within higher education and/or VET.
Strong understanding of regulatory frameworks including TEQSA, ASQA, ESOS Act and National Code.
Demonstrated leadership experience, including managing teams, allocating workloads and overseeing performance.
Excellent communication skills (written and verbal), with the ability to engage effectively and sensitively with diverse stakeholders.
Proven ability to interpret and apply policies, legislation and codes of conduct in complex or sensitive situations.
Additional Information
Now is the perfect time to join Acknowledge Education. With a refreshed leadership team and a renewed focus on innovation and growth, we're building something special — and you can be part of it.
Opportunities to grow within the organisation
$1,500 annual professional development allowance
Incredibly committed and supportive team of student-centric professionals
Health insurance discounts through Bupa
Be part of a rapid-moving, agile private provider where decisions turn into action quickly
Acknowledge Education is part of UP Education group – a leading education provider: on/
Questions about your identity help us appreciate the diversity of individuals looking to work with us, ensuring we're attracting applications from people with identities and perspectives that are as diverse as our students.
We are an equal opportunity employer
As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment.
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📌 Student Resolution And Conduct Team Leader (Melbourne)
🏢 Acknowledge Education
📍 Melbourne