Student Complaints Officer

Who we are?
At Torrens University Australia, making a difference is in our DNA. As a Certified B Corporation, we belong to a global community of future-focused companies using business as a force for good. We believe in the transformative power of education to change lives, families, communities – and the world. That’s why we’re on a mission to increase access to higher education, so learners from all walks of life can chase their dreams.

Just like our students, our employees are a diverse group who want to make an impact. When you join us, we give you the freedom to be bold, creative and courageous – with flexible working arrangements that allow you to bring your best. We’ve built a culture that celebrates community, collaboration and innovation, where people love what they do.

What’s the job?

The Student Complaints Officer is engaged on a full time permanent position to provide additional capacity during a high-volume period of student appeals within Torrens University Australia. 

Day-to-day accountabilities:

• providing dedicated support to the Student Complaints Manager to manage and resolve a significant volume of appeals, including those relating to academic integrity and generative AI 

• ensuring timely investigation, resolution, and accurate record-keeping of student complaints and appeals 

• contributing to the delivery of a fair, consistent, and transparent process for both online and on-campus students 

• providing advice on the Student Complaints Policy and associated procedures and guidelines. 

To read more about the role, please click here to view Job description

This is a full-time, permanent role. While our preferred locations are Adelaide and Surry Hills (Sydney), we offer remote working with occasional office visits as needed. We are also open to candidates in other locations, depending on experience.

Who you are:

• Extensive experience in student complaints management - Demonstrated 5+ years managing complex student complaints and appeals, ideally within a higher education environment, with a strong focus on fairness, consistency, and timely resolution.

• Deep expertise in academic integrity frameworks - Proven experience handling academic integrity matters, including emerging challenges related to generative AI, with the ability to interpret policy and apply sound judgement in complex cases.

• End-to-end appeals management capability - Significant experience managing the full lifecycle of student appeals, from triage and investigation through to resolution, including high-volume and high-risk cases.

Further criteria we are looking for:

• Exceptional attention to detail and accuracy – Ability to manage high-volume workloads while maintaining precision and quality in all aspects of case management.

• Strong understanding of policies and governance frameworks – Experience applying administrative policies, procedures, and records management practices in a structured and compliant environment.

• Highly developed written communication skills – Ability to communicate clearly, professionally, and empathetically with diverse audiences, including individuals from non-English speaking backgrounds.

• Collaborative team player – Proven ability to work effectively within a team environment, contributing positively to team outcomes and culture.

• Advanced digital and systems capability – Proficient in using a range of systems, including word processing, spreadsheets, and enterprise-wide records management platforms.

Why join us?
Bold, modern and agile, we’re Australia’s fastest-growing university, going from 164 students in 2014 to 40,000+ alumni across 115+ countries and 2000+ staff today. In 2020, Australian Financial Review named us one of the country’s most innovative companies. As we continue to establish ourselves as a truly global university, we never lose sight of our student-centric approach. Supported by teams of passionate people, you’ll find endless opportunities for professional development and career progression.

We are proud to be an equal opportunity employer and committed to creating an inclusive workplace. We do not discriminate on the basis of race, colour, religion, age, ethnicity, gender identity, sexual orientation, disability, or any other protected characteristic.

We encourage applications from Aboriginal and Torres Strait Islander peoples for all positions.

What we offer:
We support your personal passions, development and wellbeing, to make your working life a more rewarding experience. At Torrens University Australia, you’ll benefit from:    

• Study free in a course/degree related to your position 

• B Corp certified university – values driven, and purpose led

• Access to internal opportunities - Be supported to learn, grow and move across the organisation      

Hiring process
We aim to provide you with the information you need at each stage of this process to help you present your best self. If you have any accessibility requirements, please contact your recruiter at maur.bell@torrens.edu.au  for confidential support. We are committed to ensuring an equitable, barrier-free application process and have a Reasonable Adjustment Procedure in place to support you throughout the recruitment process.

To learn more about what makes Torrens University Australia a great place to work, visit https://www.torrens.edu.au/blog.

We’d love to hear from you.

Applications close: 23rd April 2026

Job reference: R29974

To ensure a fair and thorough review process, applications for this role will close on 23rd April 2026. You can expect to hear from our Talent Acquisition team after this date with any updates about your applications.

If you require a reasonable accommodation to complete our application process, please contact our Human Resources Department at yourcareer@torrens.edu.au