Head of Student Casework

Bath Spa University; Bath; On-site; GBP 58,000 - 62,000; Full time

Job summary

A higher education institution located in Bath is seeking a Head of Student Casework to shape a new unit responsible for managing student complaints and appeals. The ideal candidate will have extensive experience in higher education casework, excellent communication skills, and a proven ability to lead high-performing teams. This full-time position offers a salary range starting from GBP 58,226 to GBP 61,760, with various staff benefits including a generous pension scheme.

Benefits

Generous pension scheme

Enhanced paid leave

Family friendly policies

Employee Assistance Programme

Transport schemes

Wide range of discounts

Qualifications

• Significant experience managing higher education student casework.
• Ability to handle complex and sensitive issues.
• Experience building effective relationships with stakeholders.
• Demonstrated experience leading and developing teams.

Responsibilities

• Design and implement policies for casework management.
• Manage complaints and discipline within the unit.
• Oversee complex case resolution processes.
• Reporting and analysis of casework trends.

Skills

Managing higher education student casework

Developing policies and procedures

Interpersonal and communication skills

Leading and developing teams

Implementing digital solutions

External networking skills

Job description

Overview

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Head of Student Casework

Application Deadline: 8 December 2025

Department: Student and Registry Services

Employment Type: Full Time

Location: Bath, Somerset - Newton Park

Compensation: Grade 9S - Starting from GBP 58,226 rising to GBP 61,760 per annum

Description

This is an exciting opportunity to shape the development of a new Student Casework Unit within Bath Spa's Student and Registry Services.

We are looking for an experienced and strategic leader to create and lead a team responsible for managing complaints, discipline, academic appeals, and academic integrity.

About the Role

You will design and implement innovative policies and procedures for casework management, and work closely with senior leaders to ensure fairness and transparency. You will oversee complex case resolution and ensure all processes are managed efficiently and in line with regulations. You will also undertake detailed reporting and analysis of casework trends and outcomes, using insights to support the University's commitment to continuous improvement and inform institutional decision-making.

We need someone with substantial experience in managing casework, ideally in a higher education environment, and a proven ability to lead high-performing teams. You will bring expertise in handling sensitive and complex cases, excellent communication skills, and the confidence to influence at all levels. Crucially, you will be a creative thinker who can develop innovative solutions to improve services and enhance the student experience.

In return, you will join a vibrant, supportive environment that invests in professional development and offers flexible working arrangements to ensure you can thrive both professionally and personally. Bath Spa University is a creative and inclusive community, and is committed to delivering an exceptional student experience and supporting staff to grow and succeed.

About You

• Significant experience of managing higher education student casework, including complaints, appeals, and misconduct, with the ability to handle complex and sensitive issues and make key decisions on student cases.
• Proven ability to develop and implement policies and procedures in a higher education environment, working across teams and departments to achieve common goals.
• Excellent interpersonal, communication, and influencing skills, with experience of building effective relationships with stakeholders at all levels.
• Demonstrated experience of leading and developing teams, including motivating staff, managing performance, and fostering a collaborative, high-performing culture.
• Experience of implementing digital solutions and software into a customer service or casework environment.
• Experience of working with students or young people from a range of different backgrounds.
• Strong external networking skills, including active engagement with sector groups, professional bodies, and relevant external networks to inform best practice and keep up to date with sector developments.

For further information on the essential and desirable skills we're looking for, please refer to the attached Job Description.

Benefits

Salary Grade 9S - Starting from GBP 58,226 rising to GBP 61,760 per annum

The salary range shows the potential maximum pay progression in addition to any annual inflationary increase to your pay. Please note that our default position is to appoint into the lower end of the range, unless there are exceptional circumstances.

Please note: There may be occasions where you are expected to work outside of your normal hours for the purpose of attending conferences, public events, etc.

If you would like to have an informal discussion regarding this post, please contact Pearl Slater Academic Registrar on [e-mail]

Interview Date - Week Commencing 15th December 2025

Staff Benefits

• We offer a wide range of great benefits at BSU, including
• Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme). This is a defined benefit pension scheme which pays members a secure income for life, post-retirement
• Enhanced paid leave - 41 - 46 days depending on the role (Full Time) - more details here: https://apphub.bathspa.ac.uk/StaffBenefits
• Family friendly policies including hybrid working, flexible work environment, on-site nursery, and a sector-leading enhanced maternity scheme
• Employee Assistance Programme which offers access to on-demand GP appointments, wellbeing support and advice, and access to counselling
• Transport schemes including Electric Vehicle Scheme and Cycle to Work
• Wide range of discounts and financial benefits, accessed through and easy-to-use app

For further details about all our staff benefits, have a look at our rewards page: https://www.bathspa.ac.uk/work-at-bath-spa/rewards-and-benefits/

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.