Head of Student Casework

De Montfort University; Leicester; On-site; GBP 150,000 - 200,000; Full time

Job summary

A leading higher education institution in the UK is seeking a dedicated individual to oversee student casework services. In this role, you will manage complaints, appeals, and academic misconduct processes, ensuring regulatory compliance. The ideal candidate has extensive experience in student casework, strong leadership skills, and the ability to work collaboratively across departments.

Qualifications

• Substantial experience in handling complex and sensitive student casework, ideally in higher education.
• Ability to lead a high performing team and work collaboratively.
• Skilled at interpreting regulations and ensuring fairness.

Responsibilities

• Manage all student casework including complaints, appeals, and disciplinary processes.
• Oversee operational delivery of the student casework function.
• Produce and present reports on trends to inform decision making.

Skills

Handling complex and sensitive student casework

Interpreting regulations

Leading high performing teams

Working collaboratively

Job description

Overview

The Registry Services Directorate at De Montfort University (DMU) supports every stage of the student journey from registration through to graduation including the work of the Student Casework Services (SCS). We are seeking a dedicated and strategic individual with a passion for fair, consistent, and student-centred approaches to lead our Student Casework Services.

Responsibilities

In this pivotal role, you will oversee the management of all student casework, including complaints, appeals, academic misconduct, and disciplinary processes. As the primary contact with the Office of the Independent Adjudicator (OIA), you will ensure that all cases are handled within regulatory timelines and in line with the university’s policy. This is an exciting opportunity to help shape and embed a culture of continuous improvement, transparency, and learning in how we manage student cases. Key responsibilities include leading the operational delivery of the student casework function, managing key stakeholder relationships (including Legal, Security, and academic departments), and identifying opportunities to enhance our policies and practices. You will also produce and present reports on trends and outcomes to inform institutional decision making.

Qualifications

We are looking for a confident and empathetic professional with substantial experience in handling complex and sensitive student casework, ideally in a higher education environment. You will be skilled at interpreting regulations and ensuring fairness, while maintaining excellent standards of service delivery. Your ability to lead a high performing team, work collaboratively with academic and professional colleagues, and influence at all levels will be crucial to success in this role.