Student Complaints & Casework Officer (Temporary)
Location: Chelmsford Campus
Hours: 21 hours per week (3 days)
Rate of Pay: £20.10 per hour
Contract: Temporary
Proposed Start Date: Immediate
Proposed End Date: 29 June 2026
Application Deadline: Wednesday 29th April
Interviews: Tuesday 5th or Wednesday 6th May via MS Teams
Application Process
To apply, please apply online and submit:
- An up‑to‑date CV
- A cover letter outlining your suitability for the role, clearly referencing the job description and person specification
About the Role
We are seeking a Student Complaints & Casework Officer to provide high‑quality administrative and casework support to the Head of Student Complaints. This temporary role is ideal for someone with strong case‑handling experience who is confident managing complex and sensitive student matters in a regulated environment.
You will play a key role in ensuring student complaints, discipline matters, and report & support cases are handled efficiently, professionally, and in line with relevant policies and regulations.
Key Duties and Responsibilities
- Triage and manage a shared inbox, escalating cases as appropriate
- Support the management of complex student cases, including student discipline matters
- Triage and follow up report & support cases
- Compile and coordinate Office of the Independent Adjudicator (OIA) case documentation
- Provide general administrative and casework support to the Head of Student Complaints
- Ensure all work complies with GDPR and data protection requirements
About You
You will be an organised, flexible, and proactive individual who can work calmly under pressure and manage competing deadlines.
Essential experience and skills:
- Experience in customer service, practical case handling, compliance, or a similar role
- Experience handling confidential and sensitive information in line with GDPR and data protection legislation
- Ability to work under pressure and meet tight deadlines
- Strong organisational and communication skills
Desirable:
- Experience of working within higher education or a similarly regulated environment