Academic Policy Officer (Complaint Handling)

UE07 (£39,347 - £46,974 per annum)

Academic Services/Student Experience Services/University Secretary’s Group

Fixed term (12 months)/Full time (35 hours per week)

The Opportunity:

We are looking for an exceptional Academic Policy Officer to join the Academic Services team, to support our work on implementing the University Complaints Handling Procedure. The post is maternity cover and is fixed term for 12 months. Ideally the successful candidate will take up the role on 1 July 2024. 

The postholder will be part of a small Complaints Handling team within Academic Services. The team respond to enquiries and complaints from students, staff and members of the public, and work in compliance with the University Complaint Handling Procedure and the requirements of the Scottish Public Services Ombudsman. This is a valued and challenging role which requires high levels of confidentiality, sensitivity and resilience, as well as the highest standards of accuracy and adherence to procedural requirements, and a commitment to supporting fair and transparent processes. 

The Complaints team works within a wider team of professional services staff. In addition to complaint handling, the team is responsible for the University's Code of Student Conduct, Student Appeal Regulations, academic governance (Senate and its committees), educational policy and regulations, and academic quality & standards. 

Your skills and attributes for success: 

• Good conceptual and analytical skills, including the ability to organise, analyse and present verbal, written and numerical information, and to suggest options for action in light of that information 
• Ability to engage with staff, students and members of the public in sometimes difficult or distressing situations in a calm and supportive manner 
• Able to demonstrate high level of integrity and maintain confidentiality 
• High level of written communication, including the ability to write clear, confidential, evidence-based reports to a high standard
• Excellent time management skills

For informal enquiries contact: Kathryn.Nicol@ed.ac.uk  

Click to view a copy of the full job description (opens new browser tab) Please note that this is a generic Academic Policy Officer Job Description – this post will focus on complaint handling.

As a valued member of our team, you can expect: 

• A competitive salary.
• An exciting, positive, creative, challenging and rewarding place to work. 
• To be part of a diverse and vibrant international community.
• Comprehensive Staff Benefits, such as a generous holiday entitlement, a defined benefits pension scheme, staff discounts, family-friendly initiatives, and flexible work options. Check out the full list on our staff benefits page (opens in a new tab) and use our reward calculator to discover the total value of your pay and benefits. 

Championing equality, diversity and inclusion

The University of Edinburgh holds a Silver Athena SWAN award in recognition of our commitment to advance gender equality in higher education. We are members of the Race Equality Charter and we are also Stonewall Scotland Diversity Champions, actively promoting LGBT equality. 

Prior to any employment commencing with the University you will be required to evidence your right to work in the UK. Further information is available on our right to work webpages (opens new browser tab).

On this occasion the University will not consider applicants requiring sponsorship for this role. International workers will therefore only be able to take up this role if they can demonstrate an alternative right to work in the UK. 

Key dates to note

The deadline for applications is Monday 6 May 2024. 

If you are interested in applying for this post, please submit an application (including a statement indicating how you meet the required knowledge, skills and experience) via People and Money. 

Unless stated otherwise the closing time for applications is 11:59pm GMT. If you are applying outside the UK the closing time on our adverts automatically adjusts to your browsers local time zone. 

Interviews are provisionally scheduled to take place week commencing 13 May 2024, and will be held online. 

If invited for interview you will be required to evidence your right to work in the UK. Further information is available on our right to work webpages (opens new browser tab).