About the Office of Independent Adjudicator (OIA)
We exist to ensure that higher education students are always treated fairly. We work towards this by resolving individual complaints from students, sharing learning from complaints to help improve policies and practices, and working with other organisations in the Higher Education sector and beyond.
The coronavirus (Covid-19) situation continues to have a serious impact across the country and in all sectors. The challenges facing education providers, current and future students, and student representative bodies are profound and the impact is likely to be long-lasting.
We are growing to meet the increased demand for our services and are looking for skilled people who share our passion for fairness and want to do worthwhile work that makes a difference.
About the role
As a Case-handler, you work as part of the team responsible for conducting the initial assessment process for complaints. It is a challenging and public-facing role with a varied and interesting caseload that involved extensive interaction with students and universities/colleges.
Training will be provided, and a mentor will be at hand to help support you understand the needs and demands of the role.
Responsibilities
With guidance and support:
- Determine whether complaints are eligible for review and communicate decisions.
- Request and obtain documentation and information from higher education providers (‘HEPs’), students and student representatives.
- Promote early resolution of cases by contacting students, student representatives and HEPs with a view to negotiating the settlement of complaints.
- Provide effective guidance to students, student representatives and HEPs on the OIA’s case-handling process, possible remedies and typical timeframes.
- Conduct reviews of complaints, draft and issue Complaint Outcomes.
- Contribute to the development of the OIA’s knowledge management system.
About you
You will be someone who:
- Likes helping people.
- Enjoys getting things right.
- Is friendly and has a good telephone manner.
- Has a good eye for detail.
- Shares our values of integrity, independence, quality, openness and accessibility
- Can communicate clearly, in writing and on the phone.
- Sees things from other people’s perspectives, recognising and accounting for the barriers they might face.
- Is organized
Given our mission and purpose, we would welcome applicants with higher education qualifications, however it is not essential.
We would love to hear from you if you have one or more of the following:
- Can demonstrate a reasonable understanding of good customer service.
- Enjoy problem-solving and helping others.
- Worked in a customer service role previously.
- A desire to change careers and use your work and life experiences to do worthwhile work.
- Good ability to use Microsoft Office products to perform your work.
Salary and Benefits
- A starting salary of £29,468 with career progression opportunities.
- 35-hour working week; opportunity for ad-hoc flexible working for permanent employees.
- Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays.
- Gym membership (on completion of probation).
- Attractive pension scheme.
- Season ticket loan.
To read the full job description please click here
How to apply
Please submit your CV and a supporting application statement.
Your application statement should be up to 2 pages long (no more than 900 words), answering the following questions:
- What attracts you to work for the OIA and this specific role?
- Please explain how you would address the needs of customers using our service.
- Please tell us how you have managed busy times in your life. This could be work or personal.
Additional Information
We are expecting a high volume of interest and may need to close applications without notice.
Please apply as soon as you can.
Screening interviews will take place from the 22nd November, 2021.
We value diverse backgrounds, life experiences and perspectives, and have a supportive and inclusive organisational culture. We would like our organisation to be representative of our community and the users of our services and welcome applications from candidates from all backgrounds. We would welcome applicants from Black, Asian and other minority ethnic backgrounds who are currently underrepresented amongst our people. We will consider applications for full time or part-time working and any other reasonable adjustments that you may need.
This role is being managed by BAME Recruitment and Consulting in partnership with OIA. If you have any questions or need any adjustments to support your application please email Emmanuel Crosser, emmanuel@bamerecruitment.com.
Please visit our website for further information and to apply online.