Ombudsman Case Handler
Do you have a passion for fairness and want to do work that makes a positive difference to someone’s life?
Are you skilled in complaint handling and providing excellent customer service? We have opportunities in the Assessment and Resolution Team helping students with unresolved complaints about their higher education provider.
Full training and mentoring will be given. We welcome graduates with an interest in higher education or those looking for a career change.
Welsh speaking applicants are particularly welcomed; please include this skill on your CV.
This role is a hybrid working opportunity with a flexible organization.
Position Details
Position: Case‑handler
Location: Reading / Hybrid
Hours: Full-time, 35 Hours per week (part‑time considered)
Salary: Starting salary £35,625
Contract: Permanent
Benefits
* Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays
* Contribution to Gym membership (on completion of probation)
* Attractive defined benefit pension scheme
* Enhanced maternity and paternity pay
About The Organisation
The vision is that students are always treated fairly. We resolve complaints, share learning to improve policies, and work with higher education sector organizations.
About The Role
A public-facing role responsible for the initial assessment and resolution of complaints. The role involves extensive interaction with students and universities/colleges.
Full training and mentorship will support you. Minimum office attendance of one day a week is required, increasing during the probation period (6 months).
All successful candidates will start at the starting salary point shown, which is non‑negotiable.
Responsibilities
* Determine whether complaints are eligible for review and communicate decisions to students.
* Request and obtain documentation and information from higher education providers, students, and student representatives.
* Promote early resolution of cases by contacting students, student representatives, and providers to negotiate settlements.
* Provide effective guidance to students, student representatives, and providers on the case‑handling process, possible remedies, and typical timeframes.
* Conduct reviews of complaints, draft, and issue complaint outcomes.
About You
* Excellent written and oral/telephone/video call communication skills.
* Excellent interpersonal skills.
* A customer service focus.
* High level of accuracy and attention to detail.
* Ability and willingness to learn new processes and procedures with a positive attitude.
* Resilience to work in a demanding and high‑volume environment.
* Comfortable with technology and able to adjust to new and changing IT systems and processes.
* Strong and recent experience using Microsoft Word, Excel and Outlook.
The charity values diverse backgrounds and strives for an inclusive culture. Applications from Black, Asian, and minority ethnic backgrounds are particularly welcomed.
Qualifications
Any higher education qualifications or demonstrable interest/commitment to higher education are considered. Experience in roles such as Customer Service, Complaint Handler, Ombudsman, Resolution, and related positions is also relevant.
PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation.
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