Company:
Our client is a leading globally recognised institution known for its strong 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:
Lead and manage end-to-end complaints processes, ensuring timely and consistent case handling
Triage and assess incoming matters, determining appropriate actions and pathways
Conduct investigations, gathering evidence and stakeholder perspectives to inform outcomes
Make fair, balanced decisions and resolve complaints, including complex or sensitive cases
Maintain clear and consistent communication with stakeholders throughout the process
Drive continuous improvement by identifying trends and recommending process or policy changes
Ensure compliance with all relevant regulatory, policy, and governance requirements
Maintain accurate records, data, and reporting, including regular and annual reporting outputs
Build strong internal and external relationships, including collaboration across teams and sectors
Lead, coach, and support staff while managing projects, resources, and competing priorities
About you:
To be successful in this role, you will have:
Proven leadership experience managing teams and delivering an effective complaints or case management function




Strong communication and stakeholder engagement skills, with the ability to influence across all levels
Strategic thinker with a proactive approach to problem-solving and continuous improvement
High attention to detail, with sound judgement and the ability to manage competing priorities
Demonstrated experience interpreting and applying policies and procedures
Highly organised, with the ability to manage workflows and meet deadlines
Robust systems skills, including reporting, data analysis, and use of standard office tools
Solid understanding of complaints management frameworks and best practice
Experience handling complex or sensitive matters and resolving issues effectively
Relevant tertiary 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.
By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: . Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.

📌 Manager, Student Complaints (Sydney)
🏢 Robert Half Australia
📍 Sydney