Manager (Investigations & Resolution - OIA Liaison)

We are seeking an enthusiastic individual to join the Investigations and Resolution team within Registry and Academic Affairs. Reporting to the Associate Director: Complaints, Appeals and Conduct, this is a new role that will deliver successful liaison between the university and the ombudsman ‘the Office of the Independent Adjudicator’ (OIA). This role will involve acting as the ‘Deputy Point of Contact’ for the OIA and being responsible for the operational process and management of OIA casework. This will involve developing and maintaining a good working knowledge of relevant internal policies and procedures and the Rules of the OIA Scheme.

You will have proven analytical and problem-solving skills.  You must be able to identify and gather relevant information and evidence to produce robust written responses to OIA complaints. You will be responsible for assessing the most appropriate response to OIA complaints, with support from the Associate Director of Complaints, Appeals and Conduct.

The role involves communicating with colleagues across the university, so you must have strong written and verbal communication skills to enable them to engage with a range of stakeholders and convey information clearly.  

You will be expected to produce reports, highlighting pattern and trends and assist with the implementation of recommendations.  The role holder will identify areas for improvement to enhance existing internal policy and procedures and the student experience.  You will also be required to work with the Head of Casework and Head of Student Conduct and Investigations and their teams to provide advice and guidance relating to best practice prior to any internal procedure being concluded.  For instance, this might include contributing to case discussions and providing guidance that adheres to best practice frameworks.  

We are ideally looking for individuals who have relevant experience in and knowledge of responding to complaints raised with an ombudsman. Experience of working in higher education and an understanding of university regulations would be beneficial. It is anticipated the role will also have line management responsibilities and experience in this area would also be advantageous.

This post is offered on a permanent basis. Hours of work are full time (36.25 hours). Job share arrangements may be considered.

Requests for secondments from internal candidates may be considered on the basis that prior agreement has been sought from both your current line manager and the manager of your substantive post, if you are already undertaking a secondment role.

For any applicants within Registry and Academic Affairs requesting a secondment, please seek the permission of your line manager and your Associate Director, prior to application. Your Associate Director will provide a written summary of the approval, and any conditions agreed, which you will need to email to Su Hudson, Manager (RAA Recruitment) at susan.hudson@nottingham.ac.uk by the given deadline.

Informal enquiries may be addressed to Emma Setchfield, email: emma.setchfield@nottingham.ac.uk. Please note that applications sent directly to this email address will not be accepted.

Further details:

Our university is a supportive, inclusive, caring and positive community. We welcome those of different cultures, ethnicities and beliefs – indeed this very diversity is vital to our success, it is fundamental to our values and enriches life on campus. Learn more about the university commitment to Equality, Diversity and Inclusion.

We are delighted to share that we are the first university to have achieved Athena Swan Gold Award.

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