An exciting opportunity has arisen for a Head of Appeals, Conduct & Complaints to join a well-regarded Higher Education organisation based in Kent. This role is vital in providing strategic leadership and oversight of student appeals, conduct, and complaints processes, ensuring compliance with regulatory requirements and delivery of a high-quality, student-focused service.

This role is required on an interim basis to provide cover between the departure of the current post-holder and the arrival of a permanent appointment, with handover support on either side.

Key Responsibilities:

• Lead and manage the Appeals, Conduct & Complaints function, ensuring delivery of a consistent and professional service
• Oversee complex casework relating to student appeals, complaints, and disciplinary matters, making decisions in line with policy and legislation
• Provide leadership and direction to a specialist team, setting objectives and monitoring performance
• Ensure policies and procedures remain compliant with relevant regulatory frameworks and best practice guidance
• Act as the key internal expert and escalation point for high-risk or sensitive cases
• Lead on continuous improvement initiatives to enhance processes, service delivery, and student outcomes
• Oversee the completion of case processes, including formal outcomes and final stage communications
• Develop and deliver guidance, training, and support to stakeholders across the organisation
• Contribute to wider organisational strategy, reporting, and governance activity
• Manage relationships with internal and external stakeholders, including regulatory bodies where required

Ideal Candidate Profile:

• Significant experience managing appeals, complaints, or conduct processes within a Higher Education environment
• Proven experience operating at a senior level with responsibility for leadership and service delivery
• Strong understanding of relevant regulatory and legal frameworks within Higher Education
• Experience handling complex and sensitive casework, with strong decision-making capability
• Excellent communication and stakeholder management skills
• Ability to operate strategically while managing competing priorities in a fast-paced environment
• High level of professionalism, resilience, and attention to detail
• Commitment to delivering a student-focused and inclusive service

Location: Canterbury, Kent

Working Pattern: Hybrid, 2 days on-site

Hours: 35 hours per week

Length: 11th May - 3rd July

Start Date: ASAP