Casework Manager - Complaints

The Proctors' Office is seeking an experienced caseworker who will be responsible for the efficient and fair handling of individual student academic casework, principally student complaints. Working as part of a team you will manage your own portfolio of casework, undertaking investigations against the relevant University procedures, statutes and regulations. You will identify solutions, write briefings for the Proctors and draft outcome letters detailing the conclusions of the investigation.

You will liaise with students and colleagues across the collegiate University as well as external contacts and members of the public. The Proctors' Office is an impartial and discrete team within the University which carries out work in support of decisions made by the Proctors and Assessor. The Casework Management team manages procedures and a busy caseload of complaints, appeals, and student conduct matters.

They are pivotal in supporting colleagues across the University to deal with issues proactively and identify relevant learning points for the University to enhance its provision and service delivery. The appointment is offered on a permanent basis. Hybrid working arrangements will be considered.

Proctors' Office, University Offices, Wellington Square, Oxford, OX1 2JD

• strong organisational skills and be able to work systematically and to a high level of accuracy;
• proven ability to prioritise and manage a varied workload in an efficient manner;
• the ability to demonstrate tact, discretion and judgement in the handling of sensitive and confidential matters;
• excellent analytical, written and verbal communication skills and demonstrable experience of working independently;
• experience of casework within higher education would be an advantage.

As an employer, we genuinely care about our employees' wellbeing and this is reflected in the range of benefits that we offer including:

• An excellent contributory pension scheme
• 38 days annual leave
• A comprehensive range of childcare services
• Family leave schemes
• Cycle loan scheme
• Discounted bus travel and Season Ticket travel loans
• Membership to a variety of social and sports clubs