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Associate Director, Complaints Management And Resolution, Office Of University Secretary And General Counsel

Western Sydney University - Richmond, NSW

Education, Childcare & Training
Source: uWorkin


  • Full-Time, Ongoing position
  • Senior Remuneration Package
  • Hawkesbury campus
Working at Western Sydney University means you will be part of an organisation that is ranked in the top 2% of universities worldwide and is a research leader – with 80% of the University’s research being at or above world standard. We understand the key to your success is unlocking your true potential – just as we do with our students.

Our 3,500 staff members work together to enable a dynamic, inclusive and innovative culture that is distinctly research-driven and student-centred. The University is deeply embedded in the community and the region we serve, which is Australia’s fastest growing economy and one of the most culturally diverse areas in Australia.

Western Sydney University is looking to appoint an outstanding leader to head up its Office of Complaints Management and Resolution. The Office plays an important role in helping to ensure organisational integrity and the University’s good reputation through the fair and timely management of complaints and disputes. It collaborates with internal stakeholders to contribute knowledge and insights that help improve (in particular) the student experience, while also reducing the likelihood of future similar complaints and disputes. The Associate Director reports to the University Secretary and General Counsel and the Office is located at the University’s Hawkesbury campus at Richmond NSW.

The successful applicant will be responsible for:
  • Guiding the Office of Complaints Management and Resolution in the assessment and resolution of complaints received directly from stakeholders, most importantly, students
  • Leading, supporting and developing Office staff to ensure they are highly skilled and engaged
  • Liaise with senior management to provide sound and appropriate solutions for escalated complaints
  • Identify, analyse and drive effective communications with management on root causes of complaints and systemic problems, including through improvements to policies and processes
  • Compliance with relevant laws and regulations relating to the management of complaints within the university sector.
To be successful in the role, you will need:
  • Proven track record in a similar position of managing a complaints function (preferably in the higher education sector)
  • Proven ability to support, develop and guide people
  • High degree of empathy and experience in resolving difficult and complex complaints
  • Ability to influence senior stakeholders and be highly collaborative
  • Ability to have tough conversations and deliver (at times) difficult messages in a way that promotes positive and ongoing relationships
  • Excellent verbal and written communication skills, including strong negotiation skills
  • Excellent attention to detail
  • Well-developed critical judgment and analytical skills that promotes and underpins good decision-making.
This is a full-time, ongoing role based at the Hawkesbury Campus.

For further information, please refer to the Position Description below.

If this sounds like the opportunity you are looking for, please apply ensuring that you clearly address each selection criteria.

Remuneration Package: A Senior Remuneration Package is applicable to this appointment

Position Enquiries: Ms Helen Fleming, University Secretary and General Counsel via

Closing Date: 8:30pm, Sunday 25 April 2021

Western Sydney University

Richmond, NSW

Education, Childcare & Training


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