Company: Our client is a leading globally recognised institution known for its strong focus on innovation, collaboration, and real-world impact. It fosters a dynamic and inclusive environment where research and industry partnerships drive meaningful outcomes and support the development of future-focused careers. Committed to sustainability and positive social change, the organisation connects people, ideas, and resources to address complex global challenges. The role: Manage end-to-end complaints handling, including triage, investigation, resolution, and closure Gather evidence and stakeholder input to assess and resolve complaints fairly and effectively Maintain clear communication with students, providing updates and final outcomes Apply sound judgement to manage complex or sensitive matters through to completion Provide expert advice on complaints processes and support awareness across the organisation Identify trends and contribute to continuous improvement of policies and processes Support responses to external complaints and regulatory bodies Ensure compliance with relevant regulations, policies, and governance requirements Maintain accurate records, reporting, and case documentation Contribute to projects and support broader governance or team initiatives About you: To be successful in this role, you will have: Strong communication skills with the ability to engage and influence stakeholders at all levels Proactive and solutions-focused, with strong problem-solving and critical thinking ability High attention to detail with sound judgement and the ability to manage competing priorities Experience interpreting and applying policies, and conducting complaints investigations Confident managing sensitive or complex situations, including conflict resolution Highly organised with the ability to manage workflows and meet deadlines Strong systems and reporting skills across standard office tools Good understanding of complaints management frameworks and best practice Relevant qualification or equivalent experience (legal or counselling background advantageous) What's on offer: Hybrid working Friendly tight knit office environment Reference Number: 06800-0013428256 This is an hybrid position. By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: https://www.roberthalf.com/au/en/privacy. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.