Student Casework Officer

University of the Built Environment; Reading; On-site; GBP 33,000 - 35,000; Full time

Job summary

University of the Built Environment is seeking a structured and resilient Student Casework Officer to manage complex student cases within the Academic Quality and Governance Directorate. The role supports complaints, appeals and disciplinary processes, driving improvements and excellent student experiences.

The position is full time (35 hours per week) on a fixed-term maternity cover basis, with split work between Horizons (Reading) and home, up to three days remote.

Qualifications

• Experience in a similar role handling sensitive and complex casework.
• Strong attention to detail, organisational skills and clear written communication.
• Knowledge of higher education complaints and appeals procedures.
• Professional, positive, resilient, with strong digital skills and commitment to student outcomes.

Responsibilities

• Oversee operational management of student complaints and appeals, ensuring cases are handled effectively and in line with University procedures.
• Manage casework processes: assigning cases, coordinating investigations, arranging appeal meetings, and issuing completion of procedure letters.
• Act as the point of contact for the Office of the Independent Adjudicator and provide advice to staff on complaints and appeals matters.
• Analyse and report on complaints, appeals and misconduct data to inform decision‑making and quality enhancement.

Skills

Attention to detail

Organisational skills

Digital skills

Written communication

Job description

Student Casework Officer

Full time (35 hrs/wk), fixed term for up to 10 months (maternity cover)

Available for a mid-November start

Split place of work between Horizons (Reading, Berkshire) and Home with up to three days per week working from home

Salary range £33,000 to £35,000 pa plus benefits

We are seeking an organised and resilient Student Casework Officer to join our Academic Quality and Governance Directorate. You will manage complex student casework, provide expert guidance, and identify opportunities for continuous improvement. Through your attention to detail, sound judgement and collaborative approach, you will help ensure that complaints, appeals and disciplinary processes are managed with integrity, drive positive outcomes for students, and make a meaningful impact on the quality of the University experience.

This is an excellent opportunity to influence positive change across the University, using your expertise to strengthen processes, enhance the student experience and contribute to the highest standards of academic quality and governance.

Your accountabilities and responsibilities include:

• Oversee the operational management of student complaints and appeals, ensuring cases are handled effectively and in line with University procedures
• Manage casework processes, including assigning cases, coordinating investigations, arranging appeal meetings and issuing completion of procedure letters
• Act as the point of contact for the Office of the Independent Adjudicator and provide advice to staff on complaints and appeals matters
• Analyse and report on complaints, appeals and misconduct data, identifying trends to inform decision‑making and quality enhancement

Our main requirements:

• Experience in a similar role, with the ability to manage sensitive and complex casework professionally and effectively
• Strong attention to detail, organisational skills, and the ability to write clear, concise communication
• Sound knowledge of higher education complaints and appeals procedures
• A professional, positive and resilient approach, with strong digital skills and a commitment to delivering successful outcomes for students

At University of the Built Environment we expect employees to demonstrate our values: Passion, Integrity, Excellence and Support. Student satisfaction and success are our main drivers, and our people consistently report high levels of employee engagement; your contribution will be valued should you join us.

We are a long-standing and leading provider of supported online education with a long-term ambition to be the world’s most sustainable university. At The London School of Architecture, our students study onsite. Staff wellbeing and work‑life balance are a priority for us, with flexible working arrangements and a generous holiday allowance amongst some of our key employee benefits.

Vacancy closes on Tuesday 25 August 2026 at 17:00.

EQUALITY, DIVERSITY, AND INCLUSION

We champion equality, diversity, and inclusion in our workforce. We celebrate diversity and the strengths it brings to our staff body, our student community and our Board of Trustees, recognising that people are key to our success. Our aim is to attract, develop and retain a diverse workforce, therefore we welcome and encourage applications from all backgrounds.