Casework Manager (x2 posts)

About us

UCL’s Education Services department is part of Student and Registry Services and is responsible for providing a range of services that centre around UCL’s education and student experience policy framework. The department plays a key role in ensuring that our regulation, policy, and student engagement framework support the delivery of UCL’s education strategy and our compliance with Office for Students ‘B conditions’. The teams within Education Services are: SRS Compliance, Student Immigration Advice and Compliance, Student Casework, Academic Policy, Quality and Standards (APQS), Student Engagement and Student Welcome & Induction.

The Casework Team is responsible for the handling of student complaints, appeals and student conduct.

About the role

We are hiring 2 Casework Managers currently.

We have an exciting opportunity to join the team as a Casework Manager. Reporting to the Head of Casework, you will be responsible for the day-to-day management of the wider team and contributing to the strategic development of our ways of working and regulatory changes.

You will be working in a fast-paced environment, where you will be required to adapt to competing priorities at short notice, and in a small but evolving collaborative, solutions-focused team who are committed to excellence in customer service and improving the student experience. You will be working with a wide range of key stakeholders across the University and with external bodies such as the Office of the Independent Adjudicator.

This is an exciting time to join the Casework Team as your experience and contributions will help us to transform our ways of working and support our plans to revolutionise the Student Casework Framework.

About you

The successful applicant must have a detailed understanding of Higher Education policies and developments in relation to student casework and academic/research misconduct, with a track record of handling complex cases. They will have gained substantial experience from having worked in a policy development and/or implementation role in higher education previously, and will have a very good knowledge of Higher Education administrative systems and processes.

They will have experience of advising senior colleagues on regulatory and procedural matters, ensuring compliance with policy and procedures, and be able to deal with complex confidential situations with confidence and tact.

Customer advert reference: B01-04872

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