Casework Support Specialist

14 hours ago


Berkshire, United Kingdom NFP PEOPLE Full time
About the Role

The primary focus of this position is to provide casework support to students, serving as the primary point of contact for complaints and ensuring accurate records are maintained throughout the review process.

Key responsibilities include:

  • Administering casework, handling emails and telephone enquiries from complainants and educational institutions, and determining the appropriate response.
  • Logging complaints forms and conducting assessments of eligibility for review.
  • Notifying students of the outcome and monitoring university compliance with recommendations/requests made.
  • Handling a variety of incoming and outgoing calls, utilizing effective communication and questioning skills to provide accurate information.
  • Dealing with service users in challenging situations and adapting the approach to best suit their needs.
  • Recording accurate information on our database and spreadsheets.
About You

You will possess excellent interpersonal and communication skills, including on the telephone, and have experience in customer service, particularly in handling a volume and variety of telephone enquiries.

This role is ideal for recent graduates or those with knowledge of higher education seeking to develop their career in a professional and supportive environment.

You will be comfortable with technology and able to adapt to new and changing IT systems and processes, with strong experience in using Microsoft Word, Excel, and Outlook.

About the Organisation

The organisation's vision is to ensure students are treated fairly, resolving complaints, sharing learning to improve policies and practices, and collaborating with other organisations in the higher education sector.

The application process aims to overcome unconscious bias, using a system that anonymises and reviews responses in a random order by the recruitment team.


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