Resolution Support Officer

Buckinghamshire New University; High Wycombe; On-site; GBP 29,000 - 34,000; Full time

Job summary

A modern educational institution in High Wycombe is seeking a Resolutions Support Officer. This full-time role involves providing administrative assistance to promote a positive student experience, managing complaints, and supporting the Dean of Students with project work. The ideal candidate should have strong communication skills, a background in administration, and familiarity with MS Office. Join a dynamic team committed to delivering excellent service.

Benefits

Generous holiday entitlement

Hybrid working

Training & development support

Contributory pension scheme

Discounted gym membership

Staff discounts with major retailers

Qualifications

• Experience of working in an administrative role.
• Ability to adapt communication for diverse audiences.
• Experience maintaining confidentiality.

Responsibilities

• Provide administrative support for the Resolutions Team.
• Maintain office and administrative procedures.
• Record and coordinate information for student complaints.

Skills

Effective communication

Confidentiality

Teamwork

Flexibility

Education

Good general education to GCSE 'A' Level

Tools

MS Office

Databases

Job description

Overview

Full Time (37 hrs per week) - Fixed Term Contract/Secondment (6 months) - High Wycombe

Salary - £29,588 - £33,002 per annum

Buckinghamshire New University is an ambitious, modern university that is always open to fresh ideas and thinking. We believe in the transformative power of education, and in doing the right thing by our students, people and local community. That’s why our BNU community is a special place to work and study, and where people who want to make a difference can contribute and succeed. Our University’s DRIVE values are at the heart of all that we do. We are united in being dynamic, responsible, inclusive, visionary and empowering to ensure that we provide the best experience to our learners and offer excellent service to our partners and to each other as colleagues. Our commitment to these values is unwavering and they are central to our mission.

Role purpose The Resolutions Support Officer will provide administrative support to the Resolutions Team and to the Dean of Students to promote a positive student experience. This role will also lead on all administrative processes relating to the team, supporting the student complaints and conduct processes with accurate data capture. The role will include administrative support for the Dean of Students on project work as required.

What We Offer

• a generous holiday entitlement (30 days per annum, plus bank holidays & closure days)
• hybrid working (dependant on business needs)
• training & development support opportunities
• contributory pension scheme
• discounted gym membership for our on-site gym
• a range of staff discounts with major retailers

Closing date, interview dates and further information are available in the full job advert. For further information about this role please contact Claire OCallaghan at [e-mail]. All applications are to be made in full and online.

Job Description

Job Title: Resolutions Support Officer - 6 Month Fixed Term Contract/Secondment

Directorate: Office for the Dean of Student

Grade: E

Location: High Wycombe

Hours: 37

Responsible to: Resolution Manager

Responsible for: n/a

Main Duties & Responsibilities

• To act as the first point of contact for the Resolutions Team in a confidential, sensitive, and professional manner in accordance with the University’s procedures and sector requirements
• To maintain office and administrative procedures to meet the needs of the team and the Dean of Students
• Provide administrative and meeting support for the Dean of Students including projects, workstreams, stakeholder meetings, focus groups and pre and post administrative support such as arranging meetings, agenda setting and follow up actions
• To collect, co-ordinate and maintain information resources relevant to the work of the Office of the Dean of Students including onward referral information, editing and maintaining web pages and producing documentation
• Through the complaints and conduct trackers, record all cases received and updates on progress
• Act as the administrative point of contact with the OIA, signposting OIA communication to Resolution Leads and Resolution Manager as appropriate and completing assigned tasks
• Provide data insights for FOI requests
• Keep abreast with student complaints and conduct matters within the Higher Education sector
• Fulfil Freedom of Information Requests
• Any other duties as directed by the Dean of Students and Resolutions Manager
• Comply with relevant legislative and other requirements (e.g., the Data Protection Act 2018 and GDPR; Health and Safety; UKVI; and Equality and Diversity) in all working practices
• Such other duties temporarily or on a continuing basis, as may reasonably be required

Person Specification

Education, Qualifications & Training

• Good general education to GCSE “A” Level and beyond

Knowledge & Experience

• Experience of working in an administrative role
• Knowledge of using information technology such as MS Office and databases

Skills

• Communicates effectively, adapting the message for a diverse audience in an inclusive and accessible way
• Experience of working as a team with a flexible approach
• Ability to deal with highly sensitive and confidential matters

Special Requirements

• Participate in internal and external networks to benefit development

Behavioural indicators

The BNU Behaviours Framework (BBF) is a framework for all University staff that sets out the key behaviours that exemplify the DRIVE values and ethos of the university. The three key behavioural indicators for this post are as follows:

• STUDENT ENGAGEMENT – Responds and works across departments to deliver for students; sees issues from others’ points of view and adapts behaviour
• PARTNERS / OUTWARD FACING – Influences others by showing enthusiasm
• PEOPLE / RELATIONSHIPS – Encourages others to follow policies and procedures; quickly addresses issues that disrupt team functioning
• PERFORMANCE – Highlights and overcomes obstacles, sees things through to completion; encourages others to learn from each other

Closing Date: 18 September 2025; Interview Date: week beginning 22 September 2025. If you are successful in securing an interview for the role, you will be required to provide proof of eligibility to work in the UK. BNU is a Disability Confident employer and we are committed to achieving the Race Equality Charter.