Role
You will be part of Student Administration and Academic Affairs as an officer responsible for delivery of key areas of work and the implementation of associated policies, including contributing to service improvement activity. These roles will focus principally on supporting the work of the Special Cases and Complaints team, which handles student appeals and other casework relating to taught student progression and student complaints relating to the services the University provides. The post-holder will ensure compliance as to the handling of complaints and producing satisfactory outcomes as to the complaints process, complaints policies and in line with the Office of the Independent Adjudicator’s Good Practice Framework. The role includes advising colleagues in academic departments, investigating appeals and complaints, and making decisions on cases, as well as communicating outcomes to students. The post holder will have or gain a good knowledge of the University’s regulations as they apply to students, and will have excellent analytical and communication skills, both written and verbal. The post-holder will lead on specific tasks and deliver agreed outcomes as part of the Student Administration and Academic Affairs, and will provide advice and support to colleagues and service users.
Skills, Experience & Qualification needed
1. Educated to at least A Level standard or equivalent (or with comparable work experience);
2. Strong IT skills,with the ability to use Microsoft and Google Suite products;
3. Excellent oral and written communication skills, with the ability to provide detailed advice and guidance on specialist defined processes and procedures to internal and external contacts;
4. Ability to effectively organise and prioritise own work and follow procedures in order to produce work to a high standard, to required deadlines;
5. Professional, diplomatic and confident in dealing with a wide range of people and situations;
6. An energetic, professional and thorough approach to work, with an eye for detail;
7. Highly motivated, able to learn quickly and work independently or as part of a team.
Interview date: To be confirmed