Appeals and Complaints Officer

Appeals and Complaints Officer

Reference number: JR252361

Location: Remote Working with occasional attendance at a central Leeds Office

Working pattern: Full Time, 37.5 hours per week

Contract Type: Permanent

Number of roles:1

Salary:£26,228 per annum

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

Role Summary

The Appeals and Complaints Officer is 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.

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/ymvypvu4

What you’ll bring to the role

Essential

• 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 

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

• Ability to handle sensitive situations and conversations with discretion, empathy, and professionalism

Desirable

• Experience of dealing with Academic Appeals and Complaints

• Experience of problem solving in a higher educational environment

• Advanced competency in using Excel, including experience using V-lookup, formulas and pivot tables.
  
  

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

Please apply with CV and cover letter no later than Monday 26th January 2026. 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 

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 your application or wish to talk to someone about the role before applying 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.