Student Case-handler

Expires

16th March 2020

Do you have a good understanding of complaint handling or experience of Ombudsman schemes? Are you looking for a job that is creative and challenging and rewards strong performance and has a competitive package of benefits? We have an exciting opportunity for a Case-handler to join the independent body responsible for England and Wales student complaint scheme.

If you are driven and want to be part of a friendly and supportive team, then we want to hear from you!

The Role

The Case-handler position is vital in managing complaints and will be required to conduct the initial assessment process to ensure the complaint is dealt with in the right way.

This is a varied position and requires regular interaction with students, student representatives and HEP’s to offer guidance, possible remedies, timeframes as well as negotiating the settlement of complaints.

The Assessment & Resolutions Team is a busy, vibrant and friendly working environment. You will be required to work autonomously as well as being part of an inclusive team. We want our people to progress with us. We therefore provide opportunities to develop new skills and widen professional knowledge and expertise.

About You

You will be an excellent analytical and critical thinker, who is able to manage and prioritise a heavy workload. As a Case-handler you’ll be a flexible and pro-active self-starter with excellent communications skills. You’ll enjoy working both independently and as part of a team and be able to manage your own workload in a high-pressure environment.

It’s important you’re comfortable with technology and have the ability to easily pick up new IT systems and processes. A good knowledge of Microsoft Word, Excel and Outlook is essential.

To be considered for this opportunity you will have;

  • Awareness of the Higher/Further Education sector.
  • Honours degree or an equivalent professional qualification.
  • A good understanding of complaints handling processes and/or Ombudsman schemes.
  • A high degree of confidentiality, discretion and integrity.

Previous experience of working within mediation/alternate dispute resolution practices. As would knowledge and/or experience of The Equality Act 2010 and the Data Protection Act.

Please upload your CV and in a cover letter (maximum two sides of A4) outline your interest as well as how your skills and experience match what we are looking for. We will consider applications for full time or part time working.

About the Organisation

Our client is the independent complaints scheme for higher education students in England and Wales, they deal with complaints from students about their higher education university or college.

The Higher Education Act 2004 required that an independent body should be set up to run a student complaints scheme in England and Wales. Our client was chosen to run this scheme. The 2004 Act defines the higher education providers that are required to be members of their Scheme. Other higher education organisations can also apply to become members.

You may also have experience in roles such as Case Handler, Case Review, Complaints Handler, Independent Complaints, Complaint Review.

To apply, click here

Benefits: 28 days annual holiday (rising to 33) plus bank holidays, reimbursement of gym fees, pension scheme, season ticket loan.

Closing Date: 9.00am Monday 16th March 2020 (we reserve the right to close the vacancy early if necessary.)

Interview Dates: Interviews will be held on/between the 15th to 17th April