Associate Consultant - Registry

Gus Education (India) Llp; India; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Medical insurance

Night shift allowance

Cab facilities

Generous leave policy

Job summary

GUSEducation India (GEI) is seeking a Casework Manager to lead investigations into student complaints with sensitivity and discretion. You will manage Casework Officers, ensure support to students and staff, and uphold university policies.

You will work on a 35-hour week in a night-shift, on-site setting in HYD, coordinating with the Formal Complaints Panel and drafting formal reports for review. Strong communication and confidentiality are essential.

Qualifications

• Bachelor's degree in a related field is required.
• Proficient in Microsoft Office and CRM software; SharePoint experience preferred.
• Excellent written and verbal communication with audience focus.

Responsibilities

• Conduct formal investigations sensitively into student complaints.
• Manage Casework Officers to provide support to students and staff.
• Develop knowledge of relevant policies and procedures.
• Record data accurately and identify trends for improvement.
• Draft reports for quality review and assist in committee presentations.

Skills

Excellent written and oral comms

Good IT skills

Education

Bachelor's degree in a related field

Tools

CRM software

SharePoint

MS Office

Job description

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

As afrontrunner in building digital eminence for a fleet of academic brands, GUSEducation India is a rapidly growing organization that believes in achievingsuccess through innovation.

Nature of The Job

The Casework Manager is responsible for conducting formal investigationssensitively and appropriately into student complaints relating to the studentexperience and service level complaints

The CaseworkManager is responsible for managing the Casework Officers to ensure provisionof personal, sensitive, exceptional support to students and staff

Organizational Structure

Consultant- Casework

(HYD)

AssociateManager

(HYD)

Note -

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

Formalinvestigation for consideration by the Formal Complaints Panel

Presentationto the Formal Complaints Panel

Extendedformal investigation for those cases referred by the Panel for further review

Preparationof formal investigation reports for quality review

Inputinto appeal cases as required

Managingteam of local casework officers

Draftreports to committees and board for quality review

Client service:

• Undertake investigationsin line with SLAs
• Develop knowledgeand understanding of relevant rules, regulations, policy and procedures
• Ensure thatindividual investigations are undertaken in a sensitive, professionaland proportionate manner, in accordance with the University’s policiesand in line with relevant external guidance.
• Outcome reportsmust meet required standards, including those expected by the OIA,enabling students to understand the outcome.
• Initiative andjudgement will be required; the postholder will need to exercise tactand discretion in the handling of often highly sensitive andconfidential matters.
• Excellentorganisational, analytical and communication skills are required

Teamwork

Manage theCasework Officers to ensure that the team provides exceptional and responsiveservice to students and staff

Monitoremail inboxes and telephone lines and ensuring that sufficient cover isprovided at all times.

Proactivelyengage with and follow guidance provided byother members of staff providing feedback where updates may berequired.

Record dataaccurately and consistently.

Work withthe team to identify trends; make recommendations for improvement inUniversity provision

Supportthe delivery of business continuity protocols.

ProfessionalSkills

Activelytake responsibility for your own personal career development in all respects.

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

Throughactive networking and research develop an awareness and knowledge of thelegal education market.

General:

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

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

This jobdescription is to be read in conjunction with the relevant Roles andResponsibilities Career Level document.

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

The hours of this post will normally be 35hrsper week. But the post holder will be required to take a flexible approach totheir 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 takenplace as ‘non working days’).

Qualification

Bachelor's degree in arelated field

Proficient in Microsoft Office and CRM software and SharePoint

Skills

Excellentwritten and oral Communication skills, focused on the needs of the audience

Good ITskills with the ability to effectively use MS Office suite (particularlyWord, Excel and Outlook)

Behavioural

Able towork co-operatively as part of a wider team.

Able to manage own time effectively to meet tight deadlines and manage conflictingpriorities.

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

Polite,helpful, and positive attitude.

Strongsoft skills including empathy, problem solving, communication

Able to deal calmly with difficult situations.

Ability tohandle sensitive matters with confidentiality and discretion.

Able tocommunicate effectively orally and in writing and with a wide range ofpeople.

RelevantExperience

Experienceof complaints handling, ideally in an educational context

Experienceof dealing supportively with challenging customers, including those who areunhappy and/or distressed

Relevantexperience in the provision of high-quality customer service

Experienceof working with complex processes in a busy office environment

Experienceof providing information, advice and guidance to individuals on a one-to-onebasis

Experienceof dealing with confidential and sensitive information

GUS Values

GEIis an equal opportunity employer and encourages applicants from diversebackgrounds to apply.

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

At GUS EducationIndia, 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.

Thecompany offers comprehensive medical insurance to its employees, whichinclude hospitalization, accidental insurance, term insurance and Gratuity,which is over and above the compensation. Considering that this role is fornight shift, we provide additional competitive night shift allowance for alldays worked.

To makethe daily commute easier, safe, and less stressful, company provides cabfacilities to its employees to and from the workplace within the GreaterHyderabad Municipal Corporation limits.

Companyacknowledges the importance of mental and physical well-being and the needfor rest and relaxation. Workdays are Monday to Friday and a comprehensiveleave package for employee well-being is offered, which include 5 days ofmedical leave, 5 days of casual leave, 24 days of earned leave, 1 day ofHappiness Leave, apart from 10 days of statutory leave, totalling to 45 days’time off in a year.