Associate Consultant - Registry

GUS EDUCATION INDIA; Hyderabad; On-site; INR 600,000 - 950,000; Full time

Job summary

GUS Education India (GEI) invites applications for an Associate Consultant - Casework in Hyderabad. You will conduct formal investigations into student complaints relating to the student experience and service levels, and you will supervise Casework Officers to ensure sensitive, supportive handling.

This is an office-based role with a mid-shift starting around 12.30 pm. The post requires excellent communication, discretion, and the ability to work under SLA guidance while contributing to quality

Qualifications

• Excellent written and oral Communication skills, focused on the needs of the audience.
• Good IT skills with the ability to effectively use MS Office suite (Word, Excel, Outlook).
• Experience of complaints handling, ideally in an educational context.

Responsibilities

• Formal investigation for consideration by the Formal Complaints Panel.
• Presentation to the Formal Complaints Panel.
• Extended formal investigation for cases referred by the Panel for further review.
• Preparation of formal investigation reports for quality review.
• Input into appeal cases as required.
• Managing team of local casework officers.
• Draft reports to committees and board for quality review.
• Undertake investigations in line with SLAs.
• Develop knowledge of relevant rules, regulations, policy and procedures.
• Ensure investigations are conducted in a sensitive, professional and proportionate manner.

Skills

Communication skills

MS Office

Education

Bachelor's degree in a related field

Tools

SharePoint

CRM software

Job description

JOB DESCRIPTION

• Job Title: Associate Consultant - Casework


• Date: November 2025


• Function: Quality Assurance Academic Standards


• JD written by: Director of QAAS


• Reporting To: Associate Manager - Registry


• JD Approved by: Director of QAAS


• Brand: ULAW


• Work Location: Hyderabad

About GUS Education India (GEI)

GUS Education India (GEI) is a service wing of Global University Systems (GUS) based in Europe. In India, we are a full-service digital marketing agency that delivers scalable online marketing services to Global University Systems and its associated brands.

As a frontrunner in building digital eminence for a fleet of academic brands, GUS Education India is a rapidly growing organization that believes in achieving success through innovation.

Nature of The Job

The Casework Manager is responsible for conducting formal investigations sensitively and appropriately into student complaints relating to the student experience and service level complaints.

The Casework Manager is responsible for managing the Casework Officers to ensure provision of personal, sensitive, exceptional support to students and staff.

Organizational Structure

• Consultant - Casework (HYD)


• Associate Manager (HYD)

Note - This is a work from office role, which is a mid-shift starting from 12.30 pm.

Key Accountability

Specific Responsibilities

• Formal investigation for consideration by the Formal Complaints Panel


• Presentation to the Formal Complaints Panel


• Extended formal investigation for those cases referred by the Panel for further review


• Preparation of formal investigation reports for quality review


• Input into appeal cases as required


• Managing team of local casework officers


• Draft reports to committees and board for quality review

Client service

• Undertake investigations in line with SLAs


• Develop knowledge and understanding of relevant rules, regulations, policy and procedures


• Ensure that individual investigations are undertaken in a sensitive, professional and proportionate manner, in accordance with the University s policies and in line with relevant external guidance.


• Outcome reports must meet required standards, including those expected by the OIA, enabling students to understand the outcome.


• Initiative and judgement will be required; the postholder will need to exercise tact and discretion in the handling of often highly sensitive and confidential matters.


• Excellent organisational, analytical and communication skills are required

Teamwork

Manage the Casework Officers to ensure that the team provides exceptional and responsive service to students and staff.

Monitor email inboxes and telephone lines and ensuring that sufficient cover is provided at all times.

Proactively engage with and follow guidance provided by other members of staff providing feedback where updates may be required.

Record data accurately and consistently.

Work with the team to identify trends; make recommendations for improvement in University provision.

Support the delivery of business continuity protocols.

Professional Skills

Actively take responsibility for your own personal career development in all respects.

Participate in training to maintain and update knowledge as required for the post.

Through active networking and research develop an awareness and knowledge of the legal education market.

General

In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned by the manager from time to time.

The job holder has a duty to take reasonable care for the health and safety of themselves and of other persons with whom they come into contact at work. The job holder also has a duty to co-operate with the University in complying with any statutory duty or requirement concerning health and safety at work. In particular, they must familiarize themselves with the Health and Safety Policy and its safety and fire procedures.

This job description is to be read in conjunction with the relevant Roles and Responsibilities Career Level document.

This job description is correct at November 2025 It may vary in consultation with the post holder to reflect changes within the marketplace and the University.

The hours of this post will normally be 35hrs per week. But the post holder will be required to take a flexible approach to their hours to meet the demands of the role, for which time off will be given (to be taken either in the week before or after a study weekend has taken place as non working days ).

Desired Profile

Qualification

• Bachelors degree in a related field


• Proficient in Microsoft Office and CRM software and SharePoint

Skills

Essential

• Excellent written and oral Communication skills, focused on the needs of the audience


• Good IT skills with the ability to effectively use MS Office suite (particularly Word, Excel and Outlook)

Behavioural

• Able to work co-operatively as part of a wider team.


• Able to manage own time effectively to meet tight deadlines and manage conflicting priorities.


• Able to provide a high level of service, support and advice to students, staff, and visitors.


• Polite, helpful, and positive attitude.


• Strong soft skills including empathy, problem solving, communication


• Meticulous attention to detail.


• Able to deal calmly with difficult situations.


• Ability to handle sensitive matters with confidentiality and discretion.


• Able to communicate effectively orally and in writing and with a wide range of people.

Relevant Experience

Essential

• Experience of complaints handling, ideally in an educational context


• Experience of dealing supportively with challenging customers, including those who are unhappy and/or distressed


• Relevant experience in the provision of high-quality customer service


• Experience of working with complex processes in a busy office environment


• Experience of providing information, advice and guidance to individuals on a one-to-one basis


• Experience of dealing with confidential and sensitive information

GUS Values

GEI is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.

There is an expectation that employees will maintain the values of the Group and will comply with the code of conduct as well as equality, diversity, health, safety policies of the company.

Benefits

• At GUS Education India, GEI we want employees to feel comfortable, bringing their passion, creativity, and individuality to work. We truly believe that diverse culture, backgrounds, and experiences drive innovation.


• The company offers comprehensive medical insurance to its employees, which include hospitalization, accidental insurance, term insurance and Gratuity, which is over and above the compensation. Considering that this role is for night shift, we provide additional competitive night shift allowance for all days worked.


• To make the daily commute easier, safe, and less stressful, company provides cab facilities to its employees to and from the workplace within the Greater Hyderabad Municipal Corporation limits.


• Company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and a comprehensive leave package for employee well-being is offered, which include 5 days of medical leave, 5 days of casual leave, 24 days of earned leave, 1 day of Happiness Leave, apart from 10 days of statutory leave, totalling to 45 days time off in a year.