Registry Operations Manager (Complaints and Conduct)
| Dyddiad hysbysebu: | 16 Mehefin 2025 |
|---|---|
| Cyflog: | £44,263 i £49,794 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 04 Gorffennaf 2025 |
| Lleoliad: | Llandaff, Cardiff |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | Cardiff Metropolitan University |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 4065 |
Crynodeb
Registry Manager (Complaints and Conduct)
You will use your comprehensive experience and expertise to lead the work of the Complaints and Conduct team. The team work closely with stakeholders across the University to ensure that good practice is followed in the management of student cases and operationalise policy and procedure. This includes the complaints process and the Student Disciplinary Procedure.
You’ll lead the way by:
*Being the University’s key liaison with the Office of the Independent Adjudicator for complaints and student conduct, using sector insights and casework experience to drive meaningful improvements.
*Managing and resolving complex complaints and conduct cases with precision and autonomy, ensuring compliance and high-quality service within defined procedures and timeframes.
*Staying at the forefront of sector developments by maintaining expert knowledge of student-related matters, informed by bodies such as the OIA and QAA.
*Promoting a culture of quality and compliance with sector standards, ensuring the effective implementation of recommendations from investigations.
*Building strong cross-University relationships, offering trusted advice to colleagues and fostering collaboration in handling complaints and student conduct cases.
*Creating and maintaining clear guidance resources, delivering training and expert support—both in person and online—to empower colleagues and enhance service delivery.
What you'll bring
*This role requires a strong knowledge of issues in Higher Education and expertise in areas like casework, consumer rights, complaints resolution and equality legislation. However, your experience may have been gained in other sectors.
*You’ll need excellent communication skills, the ability to engage with staff at all levels, and have a people-focused approach. You will need to manage a complex and varied workload.
Additionally, you’ll have:
*Specialist expertise and knowledge in matters relevant to student casework, including consumer rights legislation, equality and diversity legislation, data protection, and sector-level codes of practice and good practice frameworks.
*Demonstrable experience of managing a professional casework service in a large complex organisation (for example, Higher Education, Local Authority, Legal practice).
*Ability to interact with a wide variety of internal and external stakeholders at a senior level and student level. Able to explain and discuss education and student experience activities within a university setting.
*Ability to analyse and interpret complex information, ability to draft policy, and responses according to legal principles and to draft reports clearly and concisely.
*Experience of analysing and interpreting data, writing complex reports, and delivering training or briefings to others.
*Ability to deal sensitively with confidential matters concerning staff and students.
Why join Cardiff Metropolitan University?
We are a values-based University. We are proud of our culture, and we are there for our people. Our community spirit is the golden thread that underpins our values and behaviours. We support and embrace inclusion that enables everyone to feel respected and able to perform at their best. By joining our University, you'll find yourself in a unique environment where a wealth of knowledge and resources are readily available, supporting you with your career development.
We offer excellent benefits such as:
*Annual leave of 35 days, plus 12 bank holiday / concessionary days
*Membership of the Local Government Pension Scheme with generous monthly contributions.
*Excellent family friendly policies – take a look on our Policy Hub page.
*Opportunities to learn and develop your skills with access to library and digital services facilities.
*Excellent sports and fitness facilities with subsidised membership.
*Free family access to our independent specialist wellbeing support provider, Health Assured.
Contact us
For more information about the role please contact Tracey Horton on tlhorton@cardiffmet.ac.uk, or feel free to contact Aleks Janusiewicz, the Recruitment Advisor supporting this vacancy on ajanusiewicz2@cardiffmet.ac.uk.
All applications must be submitted online.
The person specification will be used as a tool for shortlisting; so please make sure you use this information when writing your application. You can find useful hints and tips about how to apply by visiting our Application Guidance page.
If you would like to discuss your advert with a member of the recruitment team please contact staffrecruitment@cardiffmet.ac.uk for guidance and support.
You will use your comprehensive experience and expertise to lead the work of the Complaints and Conduct team. The team work closely with stakeholders across the University to ensure that good practice is followed in the management of student cases and operationalise policy and procedure. This includes the complaints process and the Student Disciplinary Procedure.
You’ll lead the way by:
*Being the University’s key liaison with the Office of the Independent Adjudicator for complaints and student conduct, using sector insights and casework experience to drive meaningful improvements.
*Managing and resolving complex complaints and conduct cases with precision and autonomy, ensuring compliance and high-quality service within defined procedures and timeframes.
*Staying at the forefront of sector developments by maintaining expert knowledge of student-related matters, informed by bodies such as the OIA and QAA.
*Promoting a culture of quality and compliance with sector standards, ensuring the effective implementation of recommendations from investigations.
*Building strong cross-University relationships, offering trusted advice to colleagues and fostering collaboration in handling complaints and student conduct cases.
*Creating and maintaining clear guidance resources, delivering training and expert support—both in person and online—to empower colleagues and enhance service delivery.
What you'll bring
*This role requires a strong knowledge of issues in Higher Education and expertise in areas like casework, consumer rights, complaints resolution and equality legislation. However, your experience may have been gained in other sectors.
*You’ll need excellent communication skills, the ability to engage with staff at all levels, and have a people-focused approach. You will need to manage a complex and varied workload.
Additionally, you’ll have:
*Specialist expertise and knowledge in matters relevant to student casework, including consumer rights legislation, equality and diversity legislation, data protection, and sector-level codes of practice and good practice frameworks.
*Demonstrable experience of managing a professional casework service in a large complex organisation (for example, Higher Education, Local Authority, Legal practice).
*Ability to interact with a wide variety of internal and external stakeholders at a senior level and student level. Able to explain and discuss education and student experience activities within a university setting.
*Ability to analyse and interpret complex information, ability to draft policy, and responses according to legal principles and to draft reports clearly and concisely.
*Experience of analysing and interpreting data, writing complex reports, and delivering training or briefings to others.
*Ability to deal sensitively with confidential matters concerning staff and students.
Why join Cardiff Metropolitan University?
We are a values-based University. We are proud of our culture, and we are there for our people. Our community spirit is the golden thread that underpins our values and behaviours. We support and embrace inclusion that enables everyone to feel respected and able to perform at their best. By joining our University, you'll find yourself in a unique environment where a wealth of knowledge and resources are readily available, supporting you with your career development.
We offer excellent benefits such as:
*Annual leave of 35 days, plus 12 bank holiday / concessionary days
*Membership of the Local Government Pension Scheme with generous monthly contributions.
*Excellent family friendly policies – take a look on our Policy Hub page.
*Opportunities to learn and develop your skills with access to library and digital services facilities.
*Excellent sports and fitness facilities with subsidised membership.
*Free family access to our independent specialist wellbeing support provider, Health Assured.
Contact us
For more information about the role please contact Tracey Horton on tlhorton@cardiffmet.ac.uk, or feel free to contact Aleks Janusiewicz, the Recruitment Advisor supporting this vacancy on ajanusiewicz2@cardiffmet.ac.uk.
All applications must be submitted online.
The person specification will be used as a tool for shortlisting; so please make sure you use this information when writing your application. You can find useful hints and tips about how to apply by visiting our Application Guidance page.
If you would like to discuss your advert with a member of the recruitment team please contact staffrecruitment@cardiffmet.ac.uk for guidance and support.
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