STUDENT CASES MANAGER (COMPLAINTS AND FINAL REVIEWS)

Swansea University / Prifysgol Abertawe; Sonipat; On-site; INR 5,078,000 - 5,859,000; Full time

Job summary

Swansea University is seeking a Student Cases Manager (Complaints and Final Reviews) to lead a team handling complaints, final reviews, dignity at work and other student cases. The role emphasizes delivering timely, high-quality responses and supporting a positive student experience.

The post is fixed-term for 12 months and requires strong leadership, confidentiality, and excellent communication skills. The role will be based at Singleton Campus in Swansea, with collaboration across campuses.

Qualifications

• Experience of managing and motivating a team.
• Experience of case management and investigations.
• Excellent communication and influencing skills.
• Strong eye for detail and ability to work to tight deadlines.
• Hold a degree and/or legal qualification or significant relevant work experience.

Responsibilities

• Manage a team whose Student Cases Management remit includes complaints, final reviews, dignity at work and study, and other student cases work.
• Work in partnership with other Student Cases Managers, supporting an outcome-focused approach.
• Motivate, develop and deploy the skills to provide creative and innovative solutions.
• Ensure that case responses are high quality, timely, and support the delivery of a high-quality student experience.

Skills

Team leadership

Communication

Influencing

Attention to detail

Time management

Case management

Investigations

Education

Degree and/or legal qualification

Job description

Job Number SU01706 Contract Type Fixed Term Salary £39,906 to £46,049 per annum Working Pattern Full Time Faculty/Directorate Education Services Location Singleton or Bay Campus, Swansea Closing Date 11 Oct 2026 Interview Date 20 Oct 2026 Informal Enquiries

• Natalie Wathan [e-mail]
• Jane Lewis-Normand [e-mail]

About The University

Swansea University is a research-led university that has been making a difference since 1920. The University community thrives on exploration and discovery and offers the right balance of excellent teaching and research, matched by an enviable quality of life.

Our stunning waterfront campuses and multicultural community make us a desirable workplace for colleagues from around the world. Our reward and benefits, and ways of working enable those who join us to have enriching careers, matched by an excellent work-life balance.

About The Role

This is a fixed term role for 12 months.

The primary aim of the Student Cases Manager (Complaints and Final Reviews) will be to manage a team whose Student Cases Management remit includes but is not limited to, complaints, final reviews, dignity at work and study, and other student cases work.

working in partnership with other Student Cases Managers, supporting an outcome-focused approach, motivating, developing and deploying the skills to provide creative and innovative solutions. An essential element of the role is the ability to ensure that case responses are high quality, timely, and support the delivery of a high-quality student experience.

Applicants must be self-motivated, resilient, proactive, organised and demonstrate the ability to communicate with a wide range of people and be able to respect a high level of confidentiality. You must have experience of managing and motivating a team and hold a degree and/or legal qualification or significant relevant work experience. You should have experience of case management and investigations and the ability to provide guidance and advice to others in relation to case work. You will have excellent communication and influencing skills, establish credibility quickly with staff at all levels, and are experienced in delivering timely and effective processes and guidance. You will have a strong eye for detail and the ability to work to tight deadlines delivering outcomes in a time sensitive environment.

This post holder will be required to work at Singleton Campus.

Equality, Diversity & Inclusion

The University is committed to supporting and promoting equality and diversity in all its practices and activities. We aim to establish an inclusive environment and welcome diverse applications from the following protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic and national origin), religion or belief, sex, sexual orientation.

As an inclusive and welcoming workplace, we value people for their skills regardless of their background. Applications are welcome in Welsh and will not be treated less favourably than those submitted in English.

Welsh Language Skills

The Welsh language level required for this role is Level 1 - A little. The role holder will be able to pronounce Welsh words, answer the phone in Welsh (good morning/afternoon) and use very basic everyday words and phrases (thank you, please etc.). Level 1 can be reached by completing a 1 hour course.

The University is a proud bilingual institution, our Welsh Language Strategy outlines our aspiration to promote the language and enable our staff to engage with the language as an additional workplace skill and as a gateway to new cultural and social opportunities. Applications are welcome in Welsh and will not be treated less favourably than those submitted in English. Welsh speakers have the right to an interview in Welsh. Applicants for a role where Welsh skills are essential are expected to present their application in Welsh and will be interviewed in Welsh, if shortlisted.

Additional Information

Applications for this role will take the format of a CV submission and cover letter.