Senior Casework Officer (x5 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, academic appeals, academic misconduct appeals, student conduct and support to study panels.

About the role

We have a number of exciting opportunities to join the team as a Senior Casework Officer. Reporting to the Casework Manager, the role is instrumental in the busy day-to-day handling of all matters related to student casework.

The postholder will be responsible for managing their own caseload in a timely manner and will be making evidence-based decisions to reach fair and robust outcomes for students in all areas of complaints, appeals, student conduct and Support to Study. They will be working in a fast-paced environment and in a small but evolving collaborative, solutions-focused team who are committed to excellence in customer service and improving the student experience. They 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 (OIA).

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

About you

Successful applicants must have a strong understanding of the key issues and sector developments associated with this area of work, and will have demonstrable experience of working in a similar role previously. They must be able to build a good working rapport with key stakeholders across UCL and external regulatory bodies and will be accustomed to working with tact, diplomacy and confidentiality, given their strong understanding of Data Protection and GDPR legislation.

They will have the ability to work well under pressure and to strict timeframes, and will be comfortable working autonomously as well as part of a team. Possessing a keen eye for detail, they will be confident in identifying areas for improvement and innovation and will be comfortable navigating and interpreting complex and comprehensive regulations. They will be committed to fairness, transparency and the principles of natural justice.

Customer advert reference: B01-04894

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