Student Resolution and Casework Coordinator (Complaints & Appeals)

The University of London

The University of London is a leading UK provider of distance and digital education internationally, offering programmes to 45,000 students in 190 countries around the world. Although proudly rooted in London, our community and impact are global.

We are a national leader in the humanities, and we promote their value to society and the economy through knowledge creation and exchange.

We are also a federation of 17 world class higher education institutions, with collaboration at the heart of our ethos. The University of London federation is a collective community of more than 240,000 learners and 50,000 staff, delivering world-leading research across all disciplines.

Our passion for increasing access to education and mobilising the collective power and expertise of the federation is central to our ability to transform lives around the world and address the global challenges of the future.

The Role

The Student Resolution and Casework Coordinator (Complaints & Appeals) supports the management of formal student complaints and academic appeals for the University of London. The role is committed to the equitable treatment of all students and the fair and consistent application of the University’s regulations, policies and procedures.

You will primarily handle casework at the formal stage of the Student Complaints Procedure and through the Academic Appeals Procedure, with an additional focus on early resolution and working with other departments to de-escalate where possible. Working as an integral member of the team you will develop experience across the full breadth of the University’s offering and utilise this expertise in future casework, to support colleagues and drive improvements.

Attention to detail, research skills, an inquisitive nature, sense of justice, and good organisational and communication skills are key to the role. An understanding of the need for sensitivity and confidentiality in all aspects of the work is essential. Awareness and understanding of good practice as promoted by the OIA (Office of the Independent Adjudicator for Higher Educations) Good Practice Framework would be a benefit.

For a full role profile, please refer to the job description below (Word and PDF attached).

Further Information

To be considered for this opportunity, please submit your Covering Letter and CV (by clicking ‘apply for job’ at the bottom of this page) before the closing date at midnight on Sunday 23^rd February 2025.

Interview will be taking place w/c 3^rd March 2025.

Preferential consideration will be given to the University redeployment pool.

The University currently operates a Hybrid Working framework involving a mix of working remotely and in the office. Typically, the majority of employees will be able to agree to work remotely for up to 60% of their working week, role dependent, however will be required to attend on specific days for training or team meetings.

The University of London is committed to promoting a diverse and inclusive working environment where we can all be ourselves and succeed. We particularly encourage applications from members of Black, Asian, and Minority Ethnic communities as this group is currently under-represented at all levels within the University. All appointments will be made on merit, based on the criteria identified in the job description.

Pursuing excellence in education and equal opportunities.

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