Student Cases and Engagement Officer

**Job Purpose**
As part of the Business School’s Student Services Team, and as the lead for the Student Cases and Engagement Team, the post holder will lead and manage the delivery of professional and effective support in the operational management of the School’s student cases and engagement service and in particular extenuating circumstances, unfair practice, complaints, student engagement and academic progress and all related activities within the Business School, and lead projects within this area.
- The post holder will ensure the effective co-ordination and integrity of processes and procedures, and that the School complies with University policies and process and with relevant regulatory body requirements.
- The post holder with be required to make executive recommendations that require comprehensive knowledge of related activity, in addition to College and University policies and regulations.
- The post holder will be an effective liaison between the School, College and University and external bodies.
- **Duties and Responsibilities**

**Key Duties**
- Provide specialist professional advice and guidance on student cases (including University and OIA appeals), extenuating circumstances, complaints, student engagement, defect and irregularities and academic misconduct processes and procedures to internal and external customers, including academic leads, staff and students, using judgement and creativity to suggest the most appropriate course of action and ensuring complex and conceptual issues are understood.
- Investigate and analyse specific issues within student cases, creating recommendation reports in relation to the School provision, supported by advances within student cases and engagement.
- Ensure that professional and effective support for student cases and engagement, in particular extenuating circumstances, complaints, appeals, academic misconduct, defect and irregularities and engagement, is delivered to the institution, proactively changing the delivery according to customer requirements.
- Collaborate with others in order to make recommendations for developments of established processes and procedures.
- Establish working relationships with key contacts, developing appropriate communication links with the University’s Schools/Directorates and outside bodies as required.
- Create specific working groups from colleagues across the School and wider University to achieve Cardiff Business School objectives.
- Supervise specific project teams on an occasional basis to accomplish key objectives.
- Develop and deliver training within the field of student cases and engagement.
- Undertake a variety of administrative duties to support the department
- Instruct and guide other employees across the University within the area of student cases and engagement as required.

**General**
- Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties.
- Abide by University policies on Health and Safety and Equality and Diversity.
- Perform other duties occasionally which are not included above, but which will be consistent with the role.

**Person Specification**- Please note that these are also the criteria shortlisted applicants will be assessed against at interview and/or by other means (e.g. a skills test).
- **Essential Criteria**

**Qualifications and Education**
1. Degree/NVQ 4 or equivalent Professional membership/experience
- **Knowledge, Skills and Experience**
2. Substantial experience of supervising a team and managing the work of others.
- 3. Able to demonstrate professional knowledge within specialist discipline of Student Cases to give advice and guidance to internal and external customers.
- 4. Ability to set up standard office systems and procedures and make improvements as appropriate.
- **Customer Service, Communication and Team Working**
5. Ability to communicate detailed and complex information effectively and professionally with a wide range of people.
- 6. Evidence of ability to explore customers’ needs and adapt the service accordingly to ensure a quality service is delivered.
- 7. Experience of dealing with performance and welfare issues
- **Planning, Analysis and Problem solving**
8. Evidence of ability to solve expansive problems using initiative and creativity, identifying and proposing practical solutions and resolving problems with range of potential outcomes.
- 9. Evidence of ability to plan the work of a team, reacting to changes in workload and priority.
- 10. Demonstrable evidence of ability to work unsupervised to deadlines, planning and setting own priorities.
- **Desirable Criteria**

1. Postgraduate/Professional qualification.
- 2. Experience of working in a Higher Education environment.
- 3. Fluency in Welsh, written and oral.

**Additional Information**

**Cardiff Business School**
Cardiff Business Schoo**l **is a leading business and management school in the UK, holding AACSB and AMBA accreditations and ranked 1st