Student Complaints and Conduct Officer

Acknowledge Education is entering an exciting new chapter. With a refreshed leadership team and a renewed focus on innovation, growth, and student success, we are building on our 139-year legacy to shape the future of higher education and VET in Australia. We deliver programs across health & community services, social work, engineering design & construction, hospitality, and the Victorian Certificate of Education (VCE), with campuses in Melbourne, Sydney, Perth, Brisbane, and Adelaide. Each year we support more than 8,000 students to achieve their goals. Now, under new leadership, we are strengthening our academic vision, deepening industry connections, and investing in our people. If you’re looking to make an impact in an organisation with momentum, this is the right time to join us. Job Description Permanent, Full Time The Student Complaints and Conduct Officer is responsible for managing and resolving all student complaints, appeals and conduct matters, in line with Acknowledge Education’s (AE) and International College of Hotel Management’s (ICHM) policies, procedures and relevant legislation. The role ensures fairness, transparency and timely resolution of matters raised by students, while promoting student accountability under the Code of Conduct, safeguarding compliance and supporting a positive student experience. Please note that the successful candidate will commence no earlier than February. Key Responsibilities: Manage student complaints, appeals and conduct matters from lodgement through to resolution, ensuring timely, fair and sensitive handling. Maintain accurate, confidential case records and escalate complex matters when required. Apply institutional policies and regulatory requirements (TEQSA, ASQA, ESOS) across all case management processes. Support policy reviews, compliance reporting and external reviews such as Ombudsman matters. Communicate clearly with students, academics and professional staff, acting as a central liaison point. Report on case trends and identify opportunities for process and policy improvements. Contribute to continuous improvement, sector benchmarking and organisational commitments to reconciliation and inclusive practice. Qualifications To be successful in this role, you will have: Tertiary qualification in education, law, business or a related field, or equivalent experience in complaints management or student services. Strong understanding of higher education/VET regulatory frameworks (TEQSA, ASQA, ESOS, National Code). Proven experience in case management, complaints handling or student conduct in a regulated environment. Ability to interpret and apply policy and legislation in decision-making. Demonstrated professionalism, impartiality and confidentiality when managing sensitive matters. Skilled in preparing reports and compliance documentation for internal and external bodies. Excellent communication, negotiation and conflict-resolution skills. Strong organisational skills with the ability to manage competing priorities and maintain accurate records. Additional Information Now is the perfect time to join Acknowledge Education. With a refreshed leadership team and a renewed focus on innovation and growth, we’re building something special — and you can be part of it. Opportunities to grow within the organisation $1,500 annual professional development allowance Incredibly committed and supportive team of student-centric professionals Health insurance discounts through Bupa Be part of a fast-moving, agile private provider where decisions turn into action quickly Questions about your identity help us appreciate the diversity of individuals looking to work with us, ensuringwe’reattracting applications from people with identities and perspectives that are as diverse as our students. We are an equal opportunity employer. As part of our commitment to equity, we work to ensure a fair and consistent interview process. We celebrate diversity and we are committed to an inclusive work environment. Job Location #J-18808-Ljbffr