Casework Support Specialist

1 month ago


Berkshire, United Kingdom NFP People Full time
About the Role

The primary focus of this position is to provide casework support to students, ensuring that their complaints are handled efficiently and effectively. This involves being the point of contact for students, maintaining accurate records, and conducting assessments of eligibility for review.

Key Responsibilities:

  • Providing administrative support for casework, including handling emails and telephone enquiries from students and educational institutions
  • Logging complaints forms and conducting assessments of eligibility for review
  • Notifying students of the outcome of their complaints and monitoring university compliance with recommendations/requests made
  • Handling a variety of incoming and outgoing calls, using good communication and questioning skills, to ensure that the appropriate information is provided
  • Dealing with a range of service users in challenging situations and modifying the approach to best suit their needs
  • Recording accurate information on our database and spreadsheets

About You

You will have excellent interpersonal and communication skills, including on the telephone. Customer Service experience and a general understanding of complaints handling would be beneficial. This is also a fantastic opportunity for recent graduates or if you have knowledge of higher education and are looking to develop your career in a professional and supportive environment.

You will be comfortable with technology and with the ability to adjust to new and changing IT systems and processes with strong and recent experience of using Microsoft Word, Excel and Outlook.

About the Organisation

The organisation's vision is that students are always treated fairly. It resolves complaints from students, shares learning from complaints to help improve policies and practices and works with other organisations in the higher education sector and beyond.

The application system used for recruitment aims to overcome unconscious bias in recruiting. Instead of using your CV alone, we'll be asking you to answer questions to test the skills needed for the role. The responses are then anonymised and reviewed in a random order by members of the team.


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