Early Resolution Coordinator

Job details

**Salary**

£30,487- £32,982 per annum

**Contractual hours**

37

**Basis**

Full time

**Job category/type**

Other

**Date posted**

17/07/2023

**Job reference**

REQ04328

**Attachments**
- attachment- Job Description.pdfJob description

Permanent

**Background of Role**
- The Early Resolution Co-ordinator is an exciting new role created within the Early Resolution & Case Handling Team to support the work to establish a culture of early resolution across the University. The post holder will be a main point of contact for high quality procedural advice and guidance sought to resolve informal concerns raised by Schools, Facilities, Professional Services, Students, and the Students Union as appropriate in the areas of Academic Appeals, Student Complaints and Student Conduct before they escalate to the formal stage of a Procedure.
- You will work closely with individuals and groups and adopt an impartial and fair approach, identifying opportunities to resolve informal concerns within a short timeframe. This will require advanced interpersonal skills, the ability to assess the scope of the concern and manage expectations, working with a high level of tact and consistency. You will have a student-centred approach and will be expected to support and monitor the recording of informal concerns and remedies capturing data, trends and lessons learned to inform Directorate reports, annual reports to University committees and training requirements.

You will be a degree holder (or equivalent standard) with recent substantial administrative experience within an educational environment preferably Higher Education/Further Education. You will ensure informal concerns raised with the Directorate are accurate, up-to-date, clearly recorded and responded to in a timely manner to support adhering to Procedural deadlines and remit of Early Resolution. Including completing any follow up actions to remedy concerns raised in a timely manner and in line with what was agreed as an appropriate remedy, minimising further issues, concerns, or complaint escalation. This requires exercising impartiality and adhering to confidentiality and General Data Protection Regulations (GDPR) requirements. You will have experience of resolving informal concerns swiftly and to deadlines, ensuring remedies are actioned to minimise further issues, concerns, or complaint escalation.

Desirable requirements such as possession of qualification in alternative dispute resolution, including restorative practice, mediation, or coaching. And being sensitive to the lived experiences of students with the ability to contribute, promote and respond to inclusivity in service delivery to remove barriers to reporting or accessing the service would also be advantageous.

Canterbury Christ Church University truly welcomes fresh perspectives and new voices. We want you to bring the real you to work, so we are committed to building a genuinely inclusive working environment where everyone is welcomed and where everyone can have a true sense of belonging. Our spirit of community will help us to eliminate discrimination and will enable us all to thrive in a culture that is underpinned by fairness and justice. We therefore seek people to join us who will proactively support and shape this aim and contribute in their own unique way. If this is you, then we are waiting to hear from you.
_#yourCCCU_

**How to apply**

Interviews are to be held: W/C 21st August 2023

**Please ensure you include contact details of two**
**_employment_**
- Prior consideration will be given to applicants in the University’s redeployment pool._ No agencies, thank you.
- For more information about this role, please view the job description via the attachments link above.

**Location**:
**Canterbury**
- Early Resolution Coordinator