Casework Manager - Complaints

Corehr; Oxford; Hybrid; GBP 32,000 - 40,000; Full time

Benefits offered by this job

38 days annual leave

Childcare services

Family leave schemes

Discounted bus travel

Season Ticket travel loans

Social & sports clubs

Job summary

The Proctors’ Office at the University of Oxford is seeking an experienced caseworker to manage a portfolio of student academic casework, principally handling complaints. You will undertake investigations in line with University procedures, identify solutions, write briefing notes for the Proctors and draft outcome letters detailing conclusions of the investigation.

You will liaise with students, colleagues across the collegiate University and external contacts.

Qualifications

• Strong organisational skills and ability to work systematically with high accuracy
• Ability to prioritise and manage a varied workload efficiently
• Tact, discretion and judgement handling sensitive and confidential matters
• Excellent analytical, written and verbal communication skills; able to work independently
• Experience of casework in higher education is advantageous

Responsibilities

• Handle an individual student academic casework portfolio, focusing on complaints
• Conduct investigations in line with University procedures, statutes and regulations
• Identify solutions and draft outcome letters detailing investigation conclusions
• Write briefings for the Proctors and liaise with students and colleagues across the University and with external contacts

Skills

Organisational skills

Prioritisation

Discretion

Analytical skills

Written & verbal communication

Independent working

Job description

Proctors' Office, University Offices, Wellington Square, Oxford, OX1 2JD

Proctors’ Office, University Offices, Wellington Square, Oxford, OX1 2JD

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 against the relevant University procedures, statutes and regulations. You will identify solutions, write briefings for the Proctors and draft outcome letters detailing the conclusions of the investigation. You will liaise with students and colleagues across the collegiate University as well as external contacts and members of the public.

The Proctors’ Office is an impartial and discrete team within the University which carries out work in support of decisions made by the Proctors and Assessor. The Casework Management team manages procedures and a busy caseload of complaints, appeals, and student conduct matters. They are pivotal in supporting colleagues across the University to deal with issues proactively and identify relevant learning points for the University to enhance its provision and service delivery.

The appointment is offered on a permanent basis. Hybrid working arrangements will be considered.

About you

To be successful in this role you will have:

strong organisational skills and be able to work systematically and to a high level of accuracy;

proven ability to prioritise and manage a varied workload in an efficient manner;

the ability to demonstrate tact, discretion and judgement in the handling of sensitive and confidential matters;

excellent analytical, written and verbal communication skills and demonstrable experience of working independently;

experience of casework within higher education would be an advantage.

What we offer

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

38 days annual leave

A comprehensive range of childcare services

Family leave schemes

Discounted bus travel and Season Ticket travel loans

Membership to a variety of social and sports clubs

The closing date for applications is 12.00 noon on 10 September 2026. Interviews are expected to take place during week commencing 21 September 2026 and will be in person.