Student Casework Lead

Birkbeck University London; Greater London; Hybrid; GBP 27,000 - 30,000; Part time

Benefits offered by this job

Pension scheme

Flexible, hybrid working arrangements

31 days paid leave

Location in Bloomsbury / London

Job summary

Birkbeck, University of London is seeking a Student Casework Lead to support the delivery of student complaints, conduct and appeals work within the Student Complaints, Conduct and Appeals team. You will oversee defined areas of complex, sensitive, student-centred casework and help ensure fair, timely outcomes across the institution.

Reporting to the manager and working with colleagues across the university, you will manage administrative processes, risk, and data in complex matters,

Qualifications

• Experience in higher education casework and understanding of policies, regulations and sector practice.
• Ability to manage sensitive information, prioritise a busy workload and make evidence-based decisions.
• Experience in investigation and timely case processing within a student complaints, conduct and appeals context.

Responsibilities

• Lead defined areas of operational student casework within the Student Complaints, Conduct and Appeals team.
• Coordinate panels, OIA-related activity, and manage casework data and process improvements.
• Ensure casework is handled in line with relevant policies and sector practice, maintaining a focus on the student experience.

Job description

Are you experienced in higher education student casework and looking for an opportunity to lead defined areas of complex, sensitive and student-centred casework?

Birkbeck, University of London is seeking a Student Casework Lead to support the effective operational delivery of student complaints, conduct and appeals work within the wider Student Complaints, Conduct and Appeals team, helping to ensure fair, consistent and timely outcomes for students and colleagues across the institution.

Are you experienced in higher education student casework and looking for an opportunity to lead defined areas of complex, sensitive and student-centred casework?

Birkbeck, University of London is seeking a Student Casework Lead to support the effective operational delivery of student complaints, conduct and appeals work within the wider Student Complaints, Conduct and Appeals team, helping to ensure fair, consistent and timely outcomes for students and colleagues across the institution.

You will lead defined areas of operational student casework within the Student Complaints, Conduct and Appeals team, which sits within Birkbeck's Academic Standards and Quality function.

Reporting to the Student Complaints, Conduct and Appeals Manager and working closely with the Senior Student Casework Officer, caseworkers and colleagues across the University, you will support the effective administration, processing and risk management of student complaints, conduct and appeals cases, including complex and sensitive matters.

You will have responsibility for allocated complex casework, panel coordination, OIA-related activity, casework data and process improvement work within the wider team. You will also help ensure that casework is handled in line with relevant policies, sector expectations and good practice, while maintaining a clear focus on the student experience.

This is a particularly important time for student casework in the higher education sector, with increasing expectations around transparent, accessible and fair complaints, conduct and appeals processes.

We are looking for someone with experience of higher education casework, investigation and timely case processing, together with a sound understanding of relevant policies, regulations and sector practice.

You will be confident in managing sensitive information, prioritising a busy workload, making considered decisions, and working collaboratively with colleagues to deliver fair, robust and evidence-based outcomes.

This opportunity would build on experience as:

• Student Casework Officer
• Appeals Officer
• Student Regulations Officer
• Student Casework Adviser
• Complaints and Appeals Adviser
• Student Policy Officer
• Governance and Casework Officer

Contract

Permanent, part-time (21 hours per week - 0.6 FTE) contract. Flexible and hybrid working offered. Attendance on campus will be required for meetings, training, events and other activities.

Closing date: Sunday 13 September, interview date: Thursday 24 September 2026.

Salary and benefits

Actual £26,548 rising to £30,227 per annum, 0.6 FTE (pro-rated £44,247 to £50,379, 1 FTE). Grade 7 on the College's London Pay Scale and includes a consolidated Weighting/Allowance that applies only to staff whose normal contractual place of work is in the London area.

• competitive salary and pension scheme
• 31 days paid leave
• flexible, hybrid working arrangements
• generous benefits in the HE sector
• being located in the heart of Bloomsbury, Euston, London

Enquiries

If you have difficulty using the recruitment portal, please contact [e-mail] providing your name and the job reference number of the position. While we are happy to respond to all informal enquiries, only formal applications through the online system will be considered.

We welcome applicants from all sections of the community and backgrounds www.bbk.ac.uk/jobs. The College is committed to improving the gender and ethnic diversity of its workforce, holding a bronze Athena SWAN award and operating Disability Confident & Mindful Employer schemes.