Job Ref: 214789250

Date: 2021-10-01 09:05:54

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Our client, is a public distance Learning & Research University and one of the biggest universities in the UK for undergraduate education.

They are looking to recruit an experienced Complaints Manager/Student Casework Manager to provide vital support. This role is to start asap until 24th December. This role is currently working from home and equipment will be supplied.

This role is paying between £17.83ph – £21.27ph, dependent on experience, working a 37hr week.

As one of the Casework Managers, the post holder will be responsible for reviewing and investigating final stage complaints and appeals, and dealing with cases that go to the Office of the Independent Adjudicator (OIA) or to court.

Key Duties:

Writing responses to appeals, via email and letter after reviewing standard and highly confidential queries, complaints and appeals, investigating the background and consulting with the appropriate offices of the University where necessary.

Advising staff across the University and at all levels on dealing with the University's queries, complaints and appeals procedures, in relation to student policies and regulations.

Recording and reporting on the outcome of final stage complaints and appeals, including progress chasing if necessary to ensure that there is no undue delay or lapses in due procedure

Skills and Experience:

Experience of extracting and analysing information and recommending appropriate courses of action

Experience of producing non-standard correspondence and reports

Experience of managing own workload

Experience of managing a complex schedule of activities

If you feel this role is of interest, please apply online or telephone Sophie Holmes or Angela Hoxley on (phone number removed) for more details

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