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 provide excellent customer service
We have exciting opportunities in the Assessment and Resolution Team for someone who wants to work in a lively and collaborative environment helping students who have unresolved complaints about their higher education provider.
This is also a fantastic hybrid working opportunity (with part-time hours considered) for graduates with an interest in the higher education and ombudsman sectors. Full training and mentoring will be given, so if this sounds like something you would be interested in, then apply today!
Position: Case Handler
Location: Reading/Hybrid
Hours: Full-time, 35 Hours per week (part-time working considered)
Salary: £34,099 to £39,631 per annum
Contract: Permanent
Benefits include:
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
Closing Date: Monday 08 September at 10am.
About the Organisation
Our vision is that students are always treated fairly and we work towards this by resolving complaints from students, sharing learning from complaints to help improve policies and practices at higher education providers, and working with other organisations in the higher education sector and beyond.
About the Role
As a Case-handler you will work as part of the team responsible for conducting the initial assessment process for complaints and for resolving complaints. This is a public-facing role with a varied and interesting caseload that involves extensive interaction with students and universities/colleges.
Full training will be provided and a mentor will be at hand to help support and help you understand the needs and demands of the role.
Responsibilities include:
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 with a view to negotiating the early settlement of complaints;
Provide effective guidance to students, student representatives and providers on the OIA’s case-handling process, possible remedies and typical timeframes;
Conduct reviews of complaints, draft and issue Complaint Outcomes
About You
You will have:
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 with the ability to adjust to new and changing IT systems and processes.
Strong and recent experience of using Microsoft Word, Excel and Outlook.
The charity values diverse backgrounds, life experiences and perspectives. It has a supportive and inclusive organisational culture and would like the organisation to be representative of the community and the people who use its service. It welcomes applications from candidates from all backgrounds, in particular, it would welcome applicants from black, Asian, and minority ethnic backgrounds. Applications for full-time or part-time working will be considered.
Please note that minimum office attendance of one day a week is required, and more attendance will be needed during your probationary period. All successful candidates will start at the starting salary point shown and this is non-negotiable.
Qualifications
Given the mission and purpose, we will consider any higher education qualifications, degree subjects or demonstrable interest/commitment to higher education in all its forms.
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PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation