Regulation and Compliance Officer




Ref: SSCCE-2
Location: London Bridge campus, with flexibility to work across sites
Salary: £28,000- £32,000 per annum, depending on experience
Applications close: Friday 3 April 2015, 17:00 PM
In 2013, GSM London (formerly Greenwich School of Management), one of the leading providers of independent
th
Higher Education within the UK, celebrated its 40 anniversary. These are exciting times for us and, with ambitious
growth plans for the future; we are seeking to recruit a substantial number of outstanding staff.
In 2012 we successfully opened two new London sites; a state-of-the-art west London (Greenford) Campus and our
London Bridge Study Centre. Both sites have been a great success and are testament to our commitment to reach
out to a wider London student base as well as those from across the world. Our continued growth in both student
numbers and London campuses reflects our vision: that of providing high-quality degree programmes designed to
enhance the employability of our students. Our strategy relies on the provision of an outstanding student
experience, with real insight into the characteristics of a very diverse student body. Of course, we are not only
investing in new premises and a new brand; we also are moving towards having many more full time staff, will be
further expanding student-facing teams, and are building organisational capability to take us forward as we seek to
attain university status.
The Regulation and Compliance Officer works within the Office of Student Complaints, Appeals and Regulations
the main purpose is to support the efficient and effective progression of student cases in line with academic
regulations, operational standards and performance indicators to enable GSM London to comply with the
regulations and to provide internal and external stakeholders with an excellent level of customer service. To
successfully manage cases including academic appeals; student complaints; exceptional circumstances; academic
misconduct and breaches of the Student Code of Conduct; by completing investigations and assessments on the
next course of action.
Knowledge, skill and experience requirements:
Essential:

Qualified to degree level or equivalent or relevant substantive experience

Demonstrable experience in managing and investigating complaints

Well-developed written and oral communication skills, including the ability to relay complex information to
audiences and deal sensitively with confidential information and demanding or distressed customers.

Experience of working in a team and independently to deliver against targets and work to strict deadlines

Well-developed analytical skills

Demonstrable ability to operate a broad range of computer packages, including competent use of
Microsoft Office including MS Word, Excel and other database systems

Demonstrated ability to be well planned and organised in a busy and rapidly changing working
environment.
Desirable:

Demonstrable experience dealing with clients of diverse cultural and socio economic groups

An Interest in working in the Higher Education sector.
Key behaviours:






Customer focus
Planning and Organising
Attention to detail
Influencing and Negotiating
Initiative
Team Orientation
Job Description | Page 1



Stakeholder management
Computer literacy
Problem Solving
How to apply: Please click the <APPLY> button below to view the job description on our website along with
instructions on how to submit your application direct to us via email. Please note, applications received through
other means will not be considered.
Applications should include a full CV and a covering letter addressing the selection criteria under the knowledge,
skill and experience requirements section of the Job description.
Job Description | Page 2
Job description
Job title: Regulation and Compliance Officer
Status: Permanent, Full time, 40 hours per week
Team: Office of Student Complaints, Appeals and
Regulations
Reports to: Complaints and Appeals Manager
Main Location: London Bridge Study Centre
Direct reports: None
Department: Registry and Administration
Departmental budget holder: No
Position context:
In 2013, GSM London (formerly Greenwich School of Management), one of the leading providers of independent
th
Higher Education within the UK, celebrated its 40 anniversary. These are exciting times for us and, with ambitious
growth plans for the future; we are seeking to recruit a substantial number of outstanding staff.
In 2012 we successfully opened two new London sites; a state-of-the-art west London (Greenford) Campus and our
London Bridge Study Centre. Both sites have been a great success and are testament to our commitment to reach
out to a wider London student base as well as those from across the world. Our continued growth in both student
numbers and London campuses reflects our vision: that of providing high-quality degree programmes designed to
enhance the employability of our students. Our strategy relies on the provision of an outstanding student
experience, with real insight into the characteristics of a very diverse student body. Of course, we have not only
invested in new premises and a new brand; we also are moving towards having many more full- time staff, will be
further expanding student-facing teams, and are building organisational capability to take us forward as we seek to
attain university status.
Position purpose:
The Regulation and Compliance Officer will support the efficient and effective progression of student cases in line
with academic regulations, operational standards and quality and performance indicators to enable GSM London to
fulfil its obligations to students. To successfully manage cases including academic appeals; student complaints;
mitigating circumstances; academic misconduct and breaches of the Student Code of Conduct ensuring a high
quality of customer service.
Position accountabilities:
Accountability
Case Management
Key activities




To assess and prioritise cases ensuring they are managed effectively,
efficiently to high standards of customer service and within agreed time
periods
To provide, when required, accurate advice on relevant institution regulations
and procedures
To develop a practical understanding of best practice in case-handling
including an evidence based approach, principles of procedural integrity,
transparency, impartiality and timeliness
To be able to identify and advise on case management issues both prior to
and during investigations

To prepare written summaries for panel members and other decision-makers
which identify the relevant issues, evidence and regulations

To prepare written responses to student complaints in accordance to the
policy

To follow-up on further enquiries and lines of investigations
Job Description | Page 3
Accountability
Key activities









Writing Skills



Stakeholder
Engagement


To compile and manage cases files
To convene and service any committees and panels necessary to consider the
caseloads
To update and maintain electronic records and databases with accurate and
relevant information and record communication with stakeholders in the
appropriate systems
To undertake the general administration of a substantial caseload of appeals,
conduct and complaints related work
To identify any practical action points arising out of decision, liaising with
relevant services and advising affected students and staff on what they need
to do next
To develop an understanding of the Institution’s compliance obligations under
Equalities legislation, national codes of practice including the QAA Code on
Academic Appeals and Student Complaints on Academic Matters and related
QAA codes; Data Protection and Freedom of Information; confidentiality
To ensure that all documentation is kept in accordance with the institutions
Document Retention Strategy
To attend any training as appropriate to keep up-to-date with changes in the
field
To undertake any other duties commensurate with the role within the Registry
and Administration department
To write-up reports of investigations; drafting decisions and related
correspondence
To draft completion of procedures letters
To summarise completed cases for reference and future learning purposes
To build and maintain strong relationships with all key internal and external
stakeholders
Clearly communicate information to stakeholders
Health and Safety

Hold personal accountability in avoiding action that could threaten the health
or safety of yourself, other employees, students or members of the public
GSM London good
citizenship

Hold personal accountability to ensure a continual focus on enhancing the
student experience through actions, words and behaviour. Our students are
the most important members of our institution and must be treated as such
Training and Guidance

To assist in the training and development of front-line staff so that they can
deal effectively with localised complaints and instances of minor misconduct
To assist with the training of staff, students and invigilators
To assist in the preparation of case studies, guidance notes and other training
material
To use management information to inform and drive forward continuous
improvement of the case management and investigation process
To review relevant issues arising from student experiences, OIA annual
reports, sector wide organisations as ARC and the NUS
To prepare accessible student friendly material in various formats including
the webpage on examinations, appeals and complaints
To keep the on line student handbook under review and update annually






Job Description | Page 4
Key stakeholders:
Internal:





Pro-Provost and Deputy Provost
Academic Staff
Heads of Department
Student Advisory Team
Students
Knowledge, skill and experience requirements:
Essential:

Qualified to degree level or equivalent or relevant proven experience

Demonstrable experience in managing and investigating complaints

Well-developed written and oral communication skills, including the ability to interpret and convey complex
information to audiences and deal with sensitive confidential information and demanding/distressed
customers

Experience of working in a team and independently to deliver targets against challenging deadlines

Well-developed analytical skills

Demonstrable ability to operate a broad range of computer packages, including competent use of
Microsoft Office including MS Word, Excel and other database systems

Demonstrated ability to be well planned and organised in a busy and rapidly changing working
environment
Desirable:

Demonstrable experience dealing with clients of diverse cultural and socio economic groups

Previous experience of working within the Higher Education sector, preferably in a similar role
Key behaviours:









Customer focus
Planning and Organising
Attention to detail
Influencing and Negotiating
Initiative
Team Orientation
Stakeholder management
Computer literacy
Problem Solving
Job Description | Page 5