Senior Case Handler

We are looking for a full-time Senior Case Handler to join the Office of Student Conduct, Complaints and Appeals.

The main purpose of the role is to support the Head of Office, alongside three Senior Case Handlers, in managing the caseload and procedures relating to student conduct (discipline and capability to study), complaints and reviews of examination results and other decisions made by the University. This includes undertaking complex case work and providing guidance to case handlers to ensure a high quality of case handling decisions.

The role will also provide secretary support to University Committees including the Disciplinary Committee, the Fitness to Practise Appeals Committee and the Capability to Study Committee; as well as supporting risk assessment processes relating to these procedures. The role also includes managing an administrator to ensure internal processes are as efficient as possible and data analysis is routinely undertaken so that the University can learn from cases.

The specialist knowledge of the role holder will be used to provide guidance to staff in relation to emerging or department-level cases. Procedures are routinely formally reviewed, and the role-holder will be expected to support these reviews.

You will have proven experience of working in a case handler role in a higher education, customer service or legal environment; and experience of operating with a regulations or compliance framework, either within the HE sector or a comparable sector.

In addition, you will have a developed ability to work independently, be able to prioritise and self-manage a varied workload. You will have excellent communication skills that can be changed for different audiences, presenting complex information in a succinct and understandable format. You will have the ability to deal with people with diplomacy and tact, and to respect strict confidentiality; awareness and sensitivity to risk and its management; an understanding of the legal principles and dimensions associated with complaints and appeals processes.

Excellent accuracy and attention to detail is fundamental, in addition to being able to remain calm and patient when under pressure or handling difficult individuals.