Role
You will be part of Student Administration and Academic Affairs as an officer responsible for delivering key areas of work and implementing associated policies, including contributing to service improvement activities. This role primarily supports the Special Cases and Complaints team, which handles student appeals and other casework related to taught student progression and student complaints about university services. The post-holder will ensure compliance with complaint handling procedures, produce satisfactory outcomes, and adhere to the Office of the Independent Adjudicator’s Good Practice Framework. Responsibilities include advising academic colleagues, investigating appeals and complaints, making decisions on cases, and communicating outcomes to students. The role requires a good understanding of university regulations affecting students, excellent analytical and communication skills, both written and verbal. The post-holder will lead specific tasks, deliver outcomes, and provide advice and support to colleagues and service users.
Skills, Experience & Qualifications needed
* Educated to at least A Level standard or equivalent (or comparable work experience);
* Strong IT skills, with proficiency in Microsoft and Google Suite products;
* Excellent oral and written communication skills, capable of providing detailed advice on processes and procedures to internal and external contacts;
* Effective organization and prioritization skills, with the ability to meet deadlines and follow procedures;
* Professional, diplomatic, and confident in dealing with diverse people and situations;
* Energetic, thorough, with an eye for detail;
* Highly motivated, quick learner, capable of working independently or in a team.
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