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Assistant Case-handler

Would suit candidates with experience as complaint / appeal handlers, student service advisors, disability officers, case workers or those with a legal or investigative background.


Benefit package

We offer the following salary packages and benefits that include:

  • A starting salary of £26,289 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


Team and role focus

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, focussing on early resolution.

In addition Assistant Case-handlers will gather, analyse and evaluate evidence with a pragmatic and strategic mind, and prepare and present decisions in a timely manner that are of excellent quality whilst also contributing to the Office’s outreach work, strategic objectives, organisational targets and meeting their own individual targets.


The successful candidate will have

Experience of the Higher or Further Education Sector would be an advantage as would a background in complaint handling and/or legal investigation. We also welcome applications from graduates with proven interest in the Higher or Further Education policy or student support.

  • 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?


Next step

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.

If you are interested in applying for this position please complete the online application form and submit it to us with your CV and covering letter attached.

The closing date for the receipt of applications is Tuesday 10 March 2015 at 5pm. The second stage of the recruitment process will be an interview for which a case study will be prepared by interviewees. Interviews are anticipated to take place between 19 March 2015 and 27 March 2015.

Job description and person specification - Opens in new window

Case-handler competencies - Opens in new window


Equality & Diversity

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.

Remuneration: £26,289 per annum

Closing date: