Senior Casework Officer

2 months ago


London, United Kingdom University College London Full time

**Ref Number**

B01-03463

**Professional Expertise**

HR and Wellbeing

**Department**

Vice-President (Operations) (B01)

**Location**

London

**Working Pattern**

Full time

**Salary**

£39,508 - £47,355

**Contract Type**

Permanent

**Working Type**

Hybrid (20% - 80% on site)

**Available For Secondment**

No

**Closing Date**

21-Jul-2023

**About us**:
The Casework Team, located within Education Services, is responsible for the handling of complaints, appeals and student conduct and the Support to Study process. We have an exciting opportunity to join the team as a Senior Casework Officer. Reporting to the Casework Manager, the role is instrumental in the busy day-to-day handling of all matters related to student casework. You will work in a small but evolving, collaborative, solutions focused team who are committed to excellence in customer service and improving the student experience. This is an exciting time to join the Casework Team as your experience and contributions will help us to transform our ways of working and support our plans to revolutionise the Student Casework Framework.

**About the role**:
You will be working in a fast-paced environment and be responsible for managing your own caseload in a timely manner. You will be making evidence-based decisions to reach fair and robust outcomes for students in all areas of complaints, appeals, student conduct and Support to Study. You will be working with a wide range of key stakeholders across the University and with external bodies such as the Office of the Independent Adjudicator.

**About you**:
You will have demonstrable experience of working in a similar role. You will have a strong understanding of the key issues and sector developments associated with this area of work. You will have a keen eye for detail and can navigate and interpret complex and comprehensive regulations. You will be able to work well under pressure and to strict timeframes. You will be able to build a good working rapport with key stakeholders across UCL and external regulatory bodies. You will be committed to fairness, transparency, and the principles of natural justice. You will be comfortable with working autonomously but be able to work well as part of a team. You will be confident in identifying areas for improvement and innovation. You will possess excellent investigatory skills and feel confident making evidence-based decisions. You will be resilient and possess the skills to appropriately manage conflict. You will be able to work with tact, diplomacy and confidentiality, and with a strong understanding of Data Protection and GDPR legislation.

**What we offer**:
**Our commitment to Equality, Diversity and Inclusion**:



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