Casework Manager - Complaints

University of Oxford; Oxford; Hybrid; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Pension scheme

38 days annual leave

Childcare services

Family leave schemes

Cycle loan scheme

Discounted bus travel

Job summary

The University of Oxford's Proctors' Office is seeking an experienced caseworker to manage a portfolio of student academic casework, principally complaints. You will investigate under University procedures, draft outcomes, and write briefings for the Proctors and Assessor.

You will liaise with students and colleagues across the collegiate University as well as external contacts in a discreet, impartial team. Hybrid working arrangements will be considered.

Qualifications

• Strong organisational skills and ability to work systematically with high accuracy.
• Proven ability to prioritise and manage a varied workload efficiently.
• Demonstrable tact, discretion and judgement in handling sensitive matters.
• Excellent analytical, written and verbal communication skills; able to work independently.
• Experience of casework within higher education would be an advantage (not required).

Responsibilities

• Manage your own portfolio of casework, investigating under University procedures and regulations.
• Identify solutions and draft outcome letters detailing investigation conclusions.
• Write briefings for the Proctors and Assessor.
• Liaise with students, colleagues and external contacts across the University and the public.
• Contribute to learning points for the University to enhance provision and service delivery.

Skills

Organisational skills

Prioritisation

Discretion

Written and verbal communication

Independent working

Job description

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.

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

• 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.

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

• An excellent contributory pension scheme
• 38 days annual leave
• A comprehensive range of childcare services
• Family leave schemes
• Cycle loan scheme
• Discounted bus travel and Season Ticket travel loans
• Membership to a variety of social and sports clubs