Complaints and Reputation Officer

Area: Learners, Quality and Reputation             

Job Ref: 17 - 00053 

Job Title: Complaints and Reputation Officer  

Salary: £18,354 - £20,055  

Contract: Permanent, full-time  

About the College: 

We are one of the city’s largest employers based at four different sites across the city. We offer a wide range of courses from entry to degree level and cater for learners of all ages and backgrounds. We strive for student success though providing knowledge, professional staff and outstanding resources. Our success isn’t possible without the commitment and dedication every member of staff demonstrates.  

About the Role: 

An exciting opportunity has arisen for a Complaints and Reputation Officer reporting directly to the Director for Marketing, Communications and Student Experience.   

The purpose of the role is to be the first point of contact for all formal complaints made to the College and effectively and efficiently deal with these whilst ensuring all complaints records are kept up to date and securely. You will also work on allocating cases to managers, tracking progress in a timely manner, reporting variances promptly and responding to complainants.  

You will also provide advice and guidance on the Student Disciplinary policy to staff and customers as required and oversee student disciplinary referrals according to the procedure to ensure compliance with the Student Disciplinary Policy.   

This is an exciting opportunity to contribute to maintaining and improving the reputation of the College to both internal and external stakeholders whilst providing a high quality, efficient and dedicated service.   

About you: 

The successful candidate will need be able to demonstrate success in working in industrial, commercial, educational or public sector environment and experience of setting up administrative systems and procedures as well as maintaining confidential and financial records in a busy office environment. In addition, 5 GCSEs including Maths and English at grade C or above, or equivalent or NVQ3 in Business Administration are needed as well as willingness to work towards an ITQ 2 qualification.  Life at City of Bristol College: We’ll look after you with comprehensive training and induction process as well as generous holiday entitlement of 26 days with an additional 16 bank holiday and College closure days. In addition we offer membership to the Local Government Pension Scheme as well as a range of other benefits.    

So if you feel you can demonstrate the dedication, skills and passion required for this role, we look forward to receiving your application. Please see our Job Description, Person Specification and Conditions of Service for more information.  

Closing date: 24th September 2017 

Interviews: 3rd October 2017, College Green Centre