Appeals and Complaints Officer

Appeals and Complaints Officer
 

Reference number: JR244268

Location: Remote - with occasional travel to Leeds office

Working pattern: Full Time

Contract Type: Permanent

Number of roles: 1

Salary: £24,570 per annum

We are looking for an Appeals and Complaints Officer to join our team. 

You will be responsible for assisting the Appeals and Complaints Manager in providing effective administrative support in processing Appeals and Complaints for both of Kaplan Open Learnings (KOL), partner Universities. This role will include preparation of case files and providing support and guidance to colleagues to ensure procedures are followed effectively.

This is an excellent opportunity for someone who may be currently working in an education administrative role, who is looking to expand their skills and build their career with an industry leader. 

A detailed job description can be viewed here.  If the link does not work for you, please copy and paste the following URL into your web browser: https://tinyurl.com/mvxemava.

What you’ll bring to the role 
 

• Bachelor’s degree or experience of working in the higher education sector in a similar role.

• Previous office administrative experience in a complex environment.

• Excellent standard of digital literacy in Microsoft Office (Word, Excel, PowerPoint), Zoom, Microsoft Teams.

• Good organisation, prioritisation, and written communication skills.

• Meticulous attention to detail and a fast learner who excels at working using their own initiative.

• Ability to prioritise and co-ordinate own workload, managing own time and ability to work to set/multiple deadlines.

• Ability to work without supervision and as a member of a team, providing support and assistance to colleagues when required.

What we do 
 

Kaplan Open Learning is one of the world’s largest and most experienced providers of online degree education. We currently work with two UK partner Universities to deliver undergraduate and postgraduate degree programmes. Our students complete their studies through online learning using our interactive virtual classroom with rich multi-media resources which provide a gateway to a learning community supported by a dedicated academic and professional services team.  

Our mission is to continue to transform students’ lives and careers by delivering and expanding our suite of innovative, industry led and career enhancing higher education programmes. 

What we offer 

As well as a competitive salary, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes: 

• 28 days annual leave* 

• Big discounts on Kaplan courses for you and your family

• 24/7 confidential helpline providing counselling and other support services 

• Company pension contributions 

• Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels 

• Medicash Health Cash Plan 

*Please note that the annual leave entitlement will be calculated on a pro rata basis if the role is part time. 

How to apply 

To apply, please submit your CV and covering letter no later than 11pm on 23rd January 2025. In your cover letter please answer the following questions as part of your application to help us understand how your experience relates to this role:

• Why do you want to work for a provider of online higher education? (100 words maximum)

• What complex administrative processes have you undertaken in previous roles?

Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist.  

Additional Application Information 

As part of our commitment to safeguarding, depending on the nature of the role, successful candidates may be subject to an enhanced Disclosure and Barring Service check.  

A sponsorship licence is a legal requirement for employers seeking to hire individuals from outside the UK or those who require a work visa to work in the country. Unfortunately, Kaplan Open Learning do not possess this licence at this time.

Application Support  

If you require support completing the application or wish to talk to someone about the role, please email the Recruitment Team kaplanstaff.recruitment@kaplan.com.

Disability Confident Scheme and Reasonable Adjustments 

At Kaplan International, we are committed to working in a diverse organisation and strive to provide equality of opportunity for all. We encourage and welcome applications from individuals, regardless of age, disability, sex, sexual orientation, gender reassignment or identity, pregnancy and maternity, race, religion or belief and marriage and civil partnership.  

Following the submission of an application, applicants will receive details of how to request their application be considered under our Disability Confident Scheme.  Applicants will also be given information on how to request reasonable adjustments if selected for interview.