Advisor, Student Complaints - University Of Technology Sydney : Job Details

Advisor, Student Complaints

University Of Technology Sydney

Job Location : Broadway NSW, AU

Posted on : Thu, 06 Jun 2019 11:25:57 GMT

Job Description :
Broadway NSW 2007

Our vision is to be a leading public university of technology recognised for our global impact. We are a dynamic and innovative university, ranked by the Times Higher Education as Australia’s top young university, and located centrally in one of the world’s most liveable cities. With a culturally diverse campus life and extensive international exchange and research programs, UTS prepares graduates for the workplaces of today and tomorrow. With UTS’ vision and commitment to our students in mind the UTS Governance Support Unit (GSU) are recruiting for an Advisor to assist in the establishment and operation of the Student Complaints Resolution Office. With a student body of over 35,000, the Student Complaints Resolution Office provides a single coordinating point for formal student complaint oversight and resolution at UTS.

As an Advisor, you will provide support services for the University’s student complaints management process, working to ensure efficient and reliable case management services. You will advise students seeking advice, with empathy, sensitivity and understanding, on how to manage a complaint and follow them through the process, ensuring complaints are seen through to their completion.

The Advisor will investigate complaints, when deemed appropriate, and make timely and considered recommendations for the resolution of the complaint to designated stakeholders throughout UTS. Along with this, the Advisor will ensure records and registers are accurately maintained and all relevant compliance measures are taken.

The ideal candidate will be:

  • An effective communicator: With excellent interpersonal and (oral and written) communication skills. You will have the ability to liaise and influence at all levels and with people from diverse backgrounds and cultures.
  • Pragmatic and positive: You will be able to exercise initiative, think strategically, creatively and flexibly to approach problem solving across different areas. The ability to work with empathy, understanding and positivity is crucial to the success of this role.
  • Experienced: With extensive knowledge of complaints case management processes and practices, you will be able to draw on experiences in order to inform your decision-making.
  • Organised: You will be comfortable exercising initiative, sound judgement and prioritisation skills in an environment where there are competing priorities.

For the full list of selection criteria and role responsibilities, please download the Position Description from the link below.


Base Salary Range: $80.809pa to $87,496pa (HEW 6)

This role attracts 17% superannuation (pension) in addition to the base salary.

UTS staff also benefit from a wide range of Employee Benefits include flexible work practices, child care centres, generous parental leave and salary packaging opportunities.

This position is full time and appointment will be made on a continuing basis.

How To Apply

You are required to address the selection criteria in your submission in a separate document.

Only those applications submitted via the UTS online recruitment system will be accepted.

As you will be unable to save your application once started, please have all required documents and information available prior to commencing.

Please ensure that the file name for each document submitted includes IRC133217.

Specific enquiries or issues with your application may be directed to the UTS Recruitment Team at [email protected] or on +61 (0) 2 9514 1080.

Closing Date: Monday 24h June 2019 at 11.59pm (AEST)

Please note: This advert has been extended, previous applicants are still in consideration.

Applicants must have current and valid work rights in Australia.

We are committed to diversity and social inclusion, evidenced by our WGEA Employer of Choice citation, Wingara Indigenous Employment Strategy and the UTS Access and Inclusion Plan. We welcome applications from women (particularly for senior and non-traditional roles), Indigenous Australians, people with disability, those who identify as LGBTIQ and applicants from culturally and linguistically diverse backgrounds.

Apply Now!

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