Casework Manager (Student Complaints)

The two Proctors and the Assessor are senior officers and trustees of the University, each elected by a college, typically from amongst its fellowship, to serve for a 1-year period. They are given considerable powers to act on the University's behalf in matters of central importance to its functioning and its reputation. They have independent and ultimate governance and scrutiny oversight of the entire institution.
The Proctors' Office secretariat provides guidance, advice, and sound counsel to the Proctors and Assessor in their role, providing knowledge and continuity across Proctorial years in the application and observance of University legislation, policy and practice in governance and service delivery.
The Proctors' Office is responsible for the management and resolution of high volumes of student casework covering examinations, academic appeals, complaints, and student conduct, undertaking the investigation and determination of these matters against the relevant statutes and regulations.
The post-holder will work closely with the Proctors, Head and Deputy Head of the Proctors' Office to ensure the efficient and fair handling of individual student cases, in accordance with the relevant University rules, regulations and procedures, and consistent with the expectations of the Quality Assurance Agency (QAA) and the Office of the Independent Adjudicator (OIA) on the handling of student cases., The Proctors' Office is seeking an experienced caseworker who will be responsible for the efficient and fair handling of individual student academic casework, principally student complaints. Working as part of a team you will manage your own portfolio of casework, undertaking investigations under the University's Student Complaints Procedure, and other procedures, statutes and regulations.
You will have a regulatory background or experience of handling casework involving report writing and the application of procedures, rules, and/or regulations.
The position is offered full-time on a fixed-term contract of 1 year (25 November 2024 to 24 November 2025) and offers the opportunity for some hybrid working.
The position is also offered on a secondment basis for internal applicants. Please discuss secondments with your line manager in the first instance, as you must have their agreement that you can be released for a secondment before you submit an application. http://www.admin.ox.ac.uk/personnel/recruit/secondments

You should have strong organisational skills and be able to work systematically and to a high level of accuracy. You will have a proven ability to prioritise and manage a varied workload in an efficient manner, and be able to demonstrate tact, discretion and judgement in the handling of sensitive and confidential matters. You should also have excellent written and verbal communication skills and demonstrable experience of working independently.

The Proctors' Office, University Offices, Wellington Square, Oxford OX1 2JD
Casework Manager - Student Complaints (maternity cover)
Proctors' Office, University Offices, Wellington Square, Oxford
Grade 7: £37,524 - £45,763 p.a. including the Oxford University Weighting of £1,500 p.a.
This role can be offered as a secondment opportunity
The University of Oxford is a stimulating work environment, which enjoys an international reputation as a world-class centre of excellence. Our research plays a key role in tackling many global challenges, from reducing our carbon emissions to developing vaccines during a pandemic.
The Proctors' Office is an independent and discrete body within the University, made up of a permanent secretariat that advises and guides the annually elected Proctors and the Assessor in their work, and has responsibility for student discipline, complaints, and appeals.

As an employer, we genuinely care about our employees' wellbeing and this is reflected in the range of benefits that we offer including:

• An excellent contributory pension scheme


• 38 days annual leave


• A comprehensive range of childcare services


• Family leave schemes


• Cycle loan scheme


• Discounted bus travel and Season Ticket travel loans


• Membership to a variety of social and sports clubs