Complaints, Appeals and Quality Compliance Manager
BIMM University
United Kingdom
Published today
Business Compliance
At BIMM University, we're more than just an educational institution; we're a vibrant community dedicated to nurturing creativity and empowering students to reach their full potential. With campuses across the UK, Ireland, and Germany, we offer a diverse range of courses in modern music, performing arts, filmmaking and creative technology. Our commitment to excellence in creative arts education sets us apart, providing students with the knowledge, skills, and opportunities they need to succeed in their chosen fields.
About the Role
As the Complaints, Appeals and Quality Compliance Manager at BIMM University, you'll play a vital role in managing and refining our procedures for complaints, academic appeals, and student discipline. You'll also support the university's regulatory compliance and student protection activities, ensuring we meet sector standards and provide an excellent student experience.
What You'll Do
• Oversee and implement procedures for student complaints, appeals, and discipline, ensuring adherence to regulatory and quality standards.
• Provide expert advice, guidance, and training to local teams on complaints, appeals, and regulatory compliance processes.
• Collaborate with external bodies, including the Office of the Independent Adjudicator (OIA), to manage cases and ensure compliance.
• Regularly review policies and procedures in line with internal drivers and sector best practices.
• Analyse and present data to enhance processes and improve the student experience.
• Build and maintain effective relationships with internal and external stakeholders.
• Support the Head of Quality Assurance and Regulatory Compliance in ensuring compliance with regulatory frameworks and legislative requirements.
• Act as a Committee Servicing Officer for designated University Committees.
• Contribute to strategic initiatives, deputise for the Head of Quality Assurance and Regulatory Compliance, and support projects as needed.
What You'll Bring
• A degree or equivalent qualification.
• Experience managing student complaints and appeals in a higher education environment.
• Knowledge of regulatory frameworks such as the Office for Students, CMA guidance, and the OIA Good Practice Framework.
• Strong administrative skills, including committee servicing, with excellent attention to detail.
• Proven ability to plan, prioritise, and manage multiple deadlines independently.
• Exceptional communication and interpersonal skills, with a collaborative approach to working with stakeholders.
• A solutions-focused mindset with flexibility for timely problem-solving.
• Experience analysing and presenting data to inform decision-making.
For the full job description please click here.
Why BIMM University?
We are a values led organisation, meaning our core values underpin all that we do:
In addition to joining a committed and dedicated team, you will have access to:
• 25 days holiday per year (FTE)
• SMART pension
• A comprehensive benefits package
We continually strive to create a culture of inclusivity so that we truly represent our diverse communities. We particularly welcome applications from people of colour who are underrepresented in our organisation.
We are committed to promoting the safety and welfare of our students, therefore a ll successful applicants are required to complete a basic DBS disclosure. Depending on the role, you may be required to complete an enhanced check / enhanced check with barred list if required by statute and internal policy.
About the Role
As the Complaints, Appeals and Quality Compliance Manager at BIMM University, you'll play a vital role in managing and refining our procedures for complaints, academic appeals, and student discipline. You'll also support the university's regulatory compliance and student protection activities, ensuring we meet sector standards and provide an excellent student experience.
What You'll Do
• Oversee and implement procedures for student complaints, appeals, and discipline, ensuring adherence to regulatory and quality standards.
• Provide expert advice, guidance, and training to local teams on complaints, appeals, and regulatory compliance processes.
• Collaborate with external bodies, including the Office of the Independent Adjudicator (OIA), to manage cases and ensure compliance.
• Regularly review policies and procedures in line with internal drivers and sector best practices.
• Analyse and present data to enhance processes and improve the student experience.
• Build and maintain effective relationships with internal and external stakeholders.
• Support the Head of Quality Assurance and Regulatory Compliance in ensuring compliance with regulatory frameworks and legislative requirements.
• Act as a Committee Servicing Officer for designated University Committees.
• Contribute to strategic initiatives, deputise for the Head of Quality Assurance and Regulatory Compliance, and support projects as needed.
What You'll Bring
• A degree or equivalent qualification.
• Experience managing student complaints and appeals in a higher education environment.
• Knowledge of regulatory frameworks such as the Office for Students, CMA guidance, and the OIA Good Practice Framework.
• Strong administrative skills, including committee servicing, with excellent attention to detail.
• Proven ability to plan, prioritise, and manage multiple deadlines independently.
• Exceptional communication and interpersonal skills, with a collaborative approach to working with stakeholders.
• A solutions-focused mindset with flexibility for timely problem-solving.
• Experience analysing and presenting data to inform decision-making.
For the full job description please click here.
Why BIMM University?
We are a values led organisation, meaning our core values underpin all that we do:
In addition to joining a committed and dedicated team, you will have access to:
• 25 days holiday per year (FTE)
• SMART pension
• A comprehensive benefits package
We continually strive to create a culture of inclusivity so that we truly represent our diverse communities. We particularly welcome applications from people of colour who are underrepresented in our organisation.
We are committed to promoting the safety and welfare of our students, therefore a ll successful applicants are required to complete a basic DBS disclosure. Depending on the role, you may be required to complete an enhanced check / enhanced check with barred list if required by statute and internal policy.