Assistant Case-handlers are required to manage a demanding and varied workload of cases whilst also contributing to the Office’s outreach work and strategic objectives. You will gather, analyse and evaluate evidence with a pragmatic and strategic mind, and prepare and present decisions that are of excellent quality.
The Assessment Team deals with the front end of the complaint handling process and focuses on the early resolution of complaints by way of our Triage Process that includes:
- Identifying if complaints are eligible/not eligible for review
- Requesting key information to assist with our reviews
- Identifying and exploring settlement opportunities.
- This position would suit a recent graduate with interest in the Higher Education Sector or an applicant with experience in a regulatory/complaints handling environment.
- Do you have the resilience to work in a demanding and high volume complaints handling organisation?
- Do you have an inquisitive and explorative mind?
- Do you enjoy writing and have excellent written and oral communication as well as report writing skills?
- Do you have the confidence to make difficult decisions quickly and autonomously but know when it is appropriate to seek guidance?
- Do you enjoy working as part of a team?
- Do you have excellent time management skills?
- Are you able to deal with sensitive issues in a professional manner?
If you think you might have the relevant skills and background this could be the position for you. Please refer to the job description, person specification and case-handler competencies on our website to guide your application.
We welcome diversity amongst our staff to reflect the nature of independent adjudication, our users and stakeholders. Therefore we would particularly welcome applications from people from Black, Asian and minority ethnic backgrounds and people with disabilities, who are under-represented in our workforce. We are committed to Equality of Opportunity.
We offer the following salary packages and benefits:
- £25,939 for Assistant Case-handlers
- 35 hour working week with the opportunity for ad-hoc flexible working for permanent staff
- Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays
- Gym membership for permanent staff
- Attractive USS pension scheme
- Season ticket loan to be launched shortly
If you are interested in applying for this position please complete the online form below and attach a CV and covering letter, or you can send in an application form form plus attachments to: HR, OIA, 3rd Floor Kings Reach, 38-50 Kings Road, Reading, RG1 3AA
The closing date for the receipt of applications is Sunday 9 March 2014. The second stage of the recruitment process will involve case studies, which will be issued by email prior to the third stage which will be interviews anticipated to take place during weeks beginning 31st March and 7th April 2014.