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Casework Administrators

We are looking for two Casework Administrators to join our team, one on a permanent contract and one on a fixed term contract of 12 months (maternity cover). The roles may suit student service advisors, complaint handlers, experienced administrators, telephone handlers, customer service advisors, disability advisors, or new graduates with an interest in the sector.

Benefit package

We offer the following salary packages and benefits that include:

  • A starting salary of £22,409 for Casework Administrators
  • 35 hour working week (9am – 5pm, Mon-Fri)
  • Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays
  • Gym membership for after  a qualifying period of 6 months
  • USS pension scheme
  • Season ticket loan


Who we are

We operate the independent student complaints scheme covering universities in England and Wales under the Higher Education Act 2004. Our office is based in Reading and we are a registered charity and a member of the Ombudsman Association. We deal with complaints from individual students and have a wide remit covering acts/omissions of a university or Higher Education Provider. The quality of our service to our stakeholders is our first priority and every employee plays a key role in delivering this.

An opportunity has arisen for a confident administrator to join our Casework Support Team, assisting the complaints handling process. The primary focus of the casework administrator role is to support case handling teams. This will include being the point of contact for students, and will require the successful applicant to maintain accurate records on the progress of complaints through our review process. Casework administrators also provide information and guidance to students and others about the OIA scheme.


Responsibilities will include

  • Casework administration, including handling emails and telephone enquiries from complainants and educational  institutions, determining whether a response is required and responding where appropriate
  • Logging complaints forms and carrying out a preliminary assessment of eligibility
  • Monitoring Providers  compliance with recommendations/requests made by the OIA
  • Handling a variety of incoming  and outgoing calls, using good communication and questioning skills, to ensure that the appropriate information is provided
  • Dealing with callers who may be distressed
  • Recording accurate information on our database and spreadsheets
  • Data entry and administrative tasks


The successful candidate will have

  • A high degree of confidentiality, discretion and integrity
  • A high level of accuracy and attention to detail
  • Excellent interpersonal and communication skills
  • Good written skills
  • Experience of dealing with a volume and variety of telephone enquiries
  • A general understanding of complaints handling
  • A hands-on approach, friendly, enthusiastic and team-oriented
  • An ability and willingness to learn new processes and procedures
  • A self starter – confident, flexible and proactive, able to work autonomously when required
  • IT literate (Microsoft Word, Excel, Outlook)
  • Experience of the Higher or Further Education Sectors would be an advantage


Next step

If you think you have the relevant skills and background or you are a recent graduate with a passion for Higher Education and the widening Sector, this could be the position for you. Please refer to the job description and person specification on our website to guide your application.

If you are interested in applying please complete the online application form and submit it to us with your CV and covering letter attached. Please indicate in your cover letter if you would like to be considered for both or the fixed term contract only.

The closing date for the receipt of applications is Tuesday 05 September 2017.

Job Description and Person Specification - (opens in new window)


Equality & Diversity

We look forward to hearing from you and 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 and minority ethnic backgrounds and people with disabilities, who are under-represented in our workforce. We are committed to Equality of Opportunity.

Remuneration: £22,409 per annum

Closing date: Tuesday, September 5, 2017