Company:
Our client is a leading globally recognised institution known for its robust focus on innovation, collaboration, and real-world impact. It fosters a dynamic and inclusive environment where research and industry partnerships drive meaningful outcomes and support the development of future-focused careers. Committed to sustainability and positive social change, the organisation connects people, ideas, and resources to address complex global challenges.
The role:
Manage end-to-end complaints handling, including triage, investigation, resolution, and closure
Gather evidence and stakeholder input to assess and resolve complaints fairly and effectively
Maintain clear communication with students, providing updates and final outcomes
Apply sound judgement to manage complex or sensitive matters through to completion
Provide expert advice on complaints processes and support awareness across the organisation
Identify trends and contribute to continuous improvement of policies and processes
Support responses to external complaints and regulatory bodies
Ensure compliance with relevant regulations, policies, and governance requirements
Maintain accurate records, reporting, and case documentation
Contribute to projects and support broader governance or team initiatives
About you:
To be successful in this role, you will have:
Strong communication skills with the ability to engage and influence stakeholders at all levels
Proactive and solutions-focused,



with strong problem-solving and critical thinking ability
High attention to detail with sound judgement and the ability to manage competing priorities
Experience interpreting and applying policies, and conducting complaints investigations
Confident managing sensitive or complex situations, including conflict resolution
Highly organised with the ability to manage workflows and meet deadlines
Strong systems and reporting skills across standard office tools
Good understanding of complaints management frameworks and best practice
Relevant qualification or equivalent experience (legal or counselling background advantageous)
What's on offer:
Hybrid working
Friendly tight knit office environment
Reference Number: ****************
This is an
hybrid
position.
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📌 Advisor, Student Complaints (Sydney)
🏢 Robert Half Australia
📍 Sydney