Senior Student Casework Officer

Edge Hill University; Ormskirk; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

38 days annual leave

Staff benefits scheme

LGPS pension

Employee assistance programme

Career development programmes

On-campus facilities

Job summary

Edge Hill University is seeking an experienced Senior Student Casework Officer to manage complex student cases, primarily complaints, and ensure regulatory compliance across processes. You will provide expert guidance on university policies and support timely, fair outcomes for students and staff.

The role emphasizes data protection, evidence review, and reporting, contributing to institutional improvement and a student-centred approach to case handling.

Qualifications

• Experience handling complex student casework or investigations.
• Knowledge of university regulations, policies and procedures.
• Ability to review evidence, assess risk and prepare clear reports.
• Strong analytical and problem-solving skills.

Responsibilities

• Manging caseloads of complex student casework matters, with a focus on student complaints.
• Provide expert advice on university regulations, policies and procedures to support case resolution.
• Investigating and reviewing complex cases, preparing clear reports and supporting decision-making.
• Build relationships with stakeholders across the University to support positive outcomes for students and staff.
• Contribute to continuous improvement of student casework processes with compliance and best practice.

Skills

Case management

Regulatory compliance

Data protection

Investigations

Job description

We’re here to create and harness knowledge, to deliver opportunity for everyone.

About the Role

This is an exciting opportunity for an experienced Student Casework professional to join a high performing and collaborative team. This role provides the opportunity to enhance the expertise in student complaints, procedural oversight and regulatory compliance, while contributing directly to student experience and institutional improvement.

Your main duties and responsibilities will include:

• Manging caseloads of complex student casework matters, with a particular focus on student complaints, ensuring cases are handled efficiently and professionally
• Provide expert advice on university regulations, policies and procedures to support effective case resolution.
• Investigating and reviewing complex cases, preparing clear reports and supporting formal decision-making processes to achieve fair and timely outcomes
• Build strong relationships with stakeholders across the University to support positive outcomes for students and staff.
• Contributing to the continuous improvement of student casework processes., ensuring compliance with regulatory requirements and promoting consistency and best practice

You will play an important role in enhancing the student experience while helping to shape an effective, fair and student-centred approach to case handling.

As part of the University’s ongoing commitment to redeployment, please note that this vacancy may be withdrawn at any stage of the recruitment process if a suitable redeployee is identified.

As Senior Student Casework Officer, you will have:

• A student focused approach, with experience of handling or manging complex casework, investigations or regulatory processes within a higher education, public sector, professional services or similarly regulated environment
• Working knowledge of student casework, processes, such as complaints, appeals etc. and experience reviewing evidence, identifying key issues, assessing risk and preparing clear reports
• Experience of dealing with sensitive or confidential matters fairly, consistently and with appropriate regard to data protection
• A good understanding of university procedures and regulations
• Strong analytical and problem-solving skills, with the ability to absorb information from a range of sources and identify proportionate options.
• Ability to manage, prioritise and progress a varied workload with competing deadlines and a high level of accuracy.

At Edge Hill University we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.

• A minimum of 38 days annual leave per annum, (inclusive of bank holiday and University closure days)
• Discounted membership to our onsite state-of-the-art sport and leisure facilities
• Staff benefits scheme, which provides you with discounts across the high street, supermarket shopping, cinema tickets, dining out and more.
• Employee assistance programme with access to free confidential counselling sessions, legal & financial advice, and health & wellbeing resources
• A wide range of development programmes to enhance your career
• Beautiful award-winning on-campus working environment.
• Automatic enrolment into the Local Government Pension Scheme

About Us

At Edge Hill University we believe in the life changing opportunities knowledge can create. Since 1885, we’ve been creating access to knowledge for those who may not have had the opportunity to before.

Today, the effect we have has a far-reaching impact, not just for those who come to study here but for those who work, invest in, and live in our local communities too. So, if you’ve ever wondered if one person can make a difference, simply speak to our alumni, students, and award-winning staff.

Because for us education isn’t about how much you take in. It’s about what you take out into the world.

Inspiring minds and changing futures since 1885,Edge Hill University is “A great success story… an institution that improves and impresses year after year” – Times Higher Education.