Ombudsman Case Resolution Specialist

2 weeks ago

Reading, Reading, United Kingdom Oia Full time

About the Role

The Ombudsman Case Handler will work as part of the team responsible for conducting the initial assessment process for complaints and for resolving complaints. This is a public-facing role with a varied and interesting caseload that involves extensive interaction with students and universities/colleges.

Key Responsibilities

  • Determine whether complaints are eligible for review and communicate decisions to students;
  • Request and obtain documentation and information from higher education providers, students and student representatives;
  • Promote early resolution of cases by contacting students, student representatives and providers with a view to negotiating the early settlement of complaints;
  • Provide effective guidance to students, student representatives and providers on the OIA's case-handling process, possible remedies and typical timeframes;
  • Conduct reviews of complaints, draft and issue Complaint Outcomes

About You

You will have:

  • Excellent written and oral/ telephone/video call communication skills;
  • Excellent interpersonal skills;
  • A customer service focus;
  • A high level of accuracy and attention to detail;
  • Ability and willingness to learn new processes and procedures with a positive attitude;
  • Resilience to work in a demanding and high-volume environment;
  • Comfortable with technology and with the ability to adjust to new and changing IT systems and processes;
  • Strong and recent experience of using Microsoft Word, Excel and Outlook;

What We Offer

  • Generous holiday entitlement;
  • Contribution to Gym membership;
  • Attractive defined benefit pension scheme;
  • Enhanced maternity and paternity pay;

About the Organisation

The OIA's vision is that students are always treated fairly. It works towards this by resolving complaints from students, sharing learning from complaints to help improve policies and practices at higher education providers, and working with other organisations in the higher education sector and beyond.

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