Casework Administrator

Confidential; Reading; Hybrid; GBP 30,000 - 33,000; Full time

Benefits offered by this job

28 days holiday (plus bank holidays)

Gym membership

Defined benefit pension scheme

Enhanced maternity/paternity pay

Job summary

Office of the Independent Adjudicator (OIA) is seeking a Casework Administrator to join the Casework Support Team in a hybrid role based in Reading. You will provide excellent customer service to students and external stakeholders, with a daily phone shift and a focus on accurate case handling.

The role offers training, mentoring, and progression within the ombudsman service, with starting salary at £30,283 and a pathway to develop expertise in higher education complaints handling.

Qualifications

• Analytical and administrative skills are essential for handling cases and supporting colleagues.
• Excellent oral and written communication skills required for liaising with students and stakeholders.
• Experience in customer service and dealing with the public is desirable to support complaints handling.

Responsibilities

• Operate as part of the Casework Support Team to provide excellent customer service to internal and external stakeholders.
• Be the first point of contact for students seeking help and guidance about the ombudsman service; manage a daily phone shift.
• Complete administrative tasks to keep reviews on track and ensure case-handling teams have all information needed.

Skills

Analytical skills

Administrative skills

Communication skills

Education

Higher education qualifications

Job description

Casework Administrator

Are you skilled in administration and want to provide excellent customer service? Or do you have knowledge of higher education and are looking to develop your career in a professional and supportive environment?

The ombudsman service that deals with complaints from higher education service users are looking to recruit talented people into their team, so if this sounds like you then apply today!

Position: Casework Administrator

Location: Hybrid/Reading (a minimum of one day a week in the office. More office attendance will be needed during probation period)

Hours: Full-time, 35 Hours per week (part-time working considered)

Salary: Starting salary £30,283

Contract: Permanent

Closing Date: 10:00am, 26 October 2026

Interviews:

Initial interview and practical assessment will take place remotely on w/c 9th November. This will be an opportunity to get to know you and share more about the role. The practical assessment is an opportunity to demonstrate how you would approach a situation relevant to the role.

Second stage interviews will take place remotely on w/c 16th November.

Benefits include:

• Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays
• Contribution to Gym membership (on completion of probation)
• Attractive defined benefit pension scheme
• Enhanced maternity and paternity pay

About the Organisation

Our vision is that students are always treated fairly and we work towards this by resolving complaints from students, sharing learning from complaints to help improve policies and practices at higher education providers, and working with other organisations in the higher education sector and beyond.

About the Role

Casework Administrators work as part of the Casework Support Team offering excellent customer service to internal colleagues and external stakeholders.

You will be the point of contact for students seeking help and guidance about the ombudsman service on offer and includes a daily shift on our phone line. This can be challenging and will require empathy and excellent oral and written communication skills.

You will also complete various administrative tasks to ensure that reviews run smoothly, keeping cases up to date and making sure the case-handling teams receive all the information they need.

The Casework Administrator role is a good starting point for someone looking to start a career in complaints handling or regulation.

Training will be provided and you will also be assigned a mentor to help you understand the needs and demands of the role.

Full details of the job and person specification can be found here, along with the link of how to apply, along with more information about what it's like to work at the OIA.

Please note that minimum office attendance of one day a week is required, and more attendance will be needed during your probationary period. All successful candidates will start at the starting salary point shown and this is non-negotiable.

About You

You will :

• Have good analytical and administrative skills.
• Excellent oral and written communication skills.
• Ideally experience of dealing with customer service and/or members of the public

A general understanding of complaints handling and customer service experience including dealing with a volume and variety of telephone enquiries would be beneficial.

The charity values diverse backgrounds, life and work experiences, and perspectives. It has a supportive and inclusive organisational culture and would like the organisation to be representative of the community and the people who use its service. It welcomes applications from candidates from all backgrounds. In particular, it would welcome applicants from black, Asian, and minority ethnic backgrounds. Applications for full-time or part-time working will be considered.

Qualifications

Given the mission and purpose, we will consider any higher education qualifications, degree subjects or demonstrable interest/commitment to higher education in all its forms.

You may also have experience in roles such as Caseworker, Case Administrator, Admin, Administrator, Administration, Customer Service, Customer Service Officer, Customer Service Administrator, Customer Service Helpdesk.

PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation.