Student Integrity and Complaints Manager

Student Integrity and Complaints Manager Box Hill Institute is seeking a full-time, ongoing Student Integrity and Complaints Manager. This position is based at the Elgar Campus with travel to Lilydale and City Campuses required. It forms part of the Academic Governance team. Within this role you will be responsible for the end-to-end management of student and customer complaints, misconduct, integrity and risk mitigation for Box Hill Institute students. You will investigate complaints, interpret and evaluate evidence, prepare detailed reports and provide recommendations in consultation with our legal, child safety and workplace relations teams. The ability to communicate with compassion and empathy with students and relevant stakeholders is essential. You will oversee the student conduct and complaints management framework and processes, including embedding risk-based triage systems and policies. This role provides high-level support to students and offers advice, guidance and training to managers relating to student conduct and complaints. Salary for this position is MGR1 $127,500 plus superannuation. About You Your values align to ours: curious, trustworthy and compassionate. Qualification in education, legal, social work or related field, with extensive experience in student integrity, complaints & conduct management. Investigations qualification (Highly Desirable). Demonstrated end-to-end investigative experience within the Educational sector. Exceptional written and verbal communication skills, with a track record of preparing and delivering comprehensive reports, submissions and briefings to executive management and regulatory bodies. Substantial knowledge of best-practice complaints management processes and relevant legislation. Experience in conflict/dispute resolution management including mediation and conciliation. Strong decision-making skills and resilience in handling sensitive and confidential issues in accordance with ethical standards. Digital literacy: proficient with MS Office and systems for case management and dashboards reporting using structured data. Relationship management and consulting skills, including the ability to interact, influence and negotiate with a variety of customers and stakeholders. Ability to work with broad direction and autonomy. Victorian Working with Children Check and National Police Check. About Us We are a leading education provider with a strong reputation for delivering high-quality educational outcomes. Our organisation includes Box Hill Institute (Box Hill & Lilydale locations) and Centre for Adult Education (Melbourne CBD), with partnerships across various external sites in Victoria. We are committed to a motivated and aligned workforce and offer benefits to enhance work-life balance. Staff Benefits Flexible work arrangements On-site parking Career progression opportunities and recognition programs Generous leave options including Defence Reserve Service, Emergency Response, up to 20 days paid Family Violence leave and up to 14 weeks paid Parental Leave Health & wellbeing benefits and resources, including free flu vaccinations, free skin checks, free health checks and corporate health insurance discounts Novated leasing and salary packaging Support for student learning at our Barbershop with $5 haircuts and grooming services, plus discounted spa and beauty treatments at our Elgar campus Staff discounts on CAE/Box Hill Institute short courses for staff and their immediate family, plus access to services at our floristry, beauticians, restaurant, vet & dog grooming Apply Now All applications must be submitted online and include a cover letter and current resume. For specific enquiries relating to this position, please contact Executive Director, Academic Governance Sue Spozetta at the Box Hill Institute email address on the recruitment page. Applications close: 5pm Sunday 21 September 2025. Box Hill Institute is a 2025 Circle Back Initiative Employer and is an equal opportunity employer. We encourage people from all backgrounds, abilities and identities to apply. We are a Child Safe Organisation with a zero tolerance towards harm or abuse of children and young people. All employees are required to hold and maintain a current Working with Children Check and to comply with the Institute’s Child Safety Policy and Procedures. Pre-employment probity checks apply. Box Hill Institute reserves the right to withdraw an advertised position at any stage. #J-18808-Ljbffr