Full Time - Permanent - High Wycombe
Salary - £33,591 - £37,694
Buckinghamshire New University is an ambitious, modern university that is always open to fresh ideas and thinking. We believe in the transformative power of education, and in doing the right thing by our students, people and local community. That's why our BNU community is a special place to work and study, and where people who want to make a difference can contribute and succeed.
Our University's DRIVE values are at the heart of all that we do. We are united in being dynamic, responsible, inclusive, visionary, and empowering to ensure that we provide the best experience to our learners and offer excellent service to our partners and to each other as colleagues.
What We Offer
a generous holiday entitlement (30 days per annum, plus bank holidays & closure days)
hybrid working (dependent on business needs)
training & development support opportunities
contributory pension scheme
discounted gym membership for our on-site gym
a range of staff discounts with major retailers.
Please click here to see our wide range of benefits available for employees.
Please click here for our behavioural based interview question bank.
Please click here to view our employee handbook.
If you have the qualities and attributes representative of the University's values and ambition, we would be delighted to hear from you.
For further information about this role please contact Claire O'Callaghan on Claire.O'
All applications are to be made in full and online.
BNU is proud to have a diverse community and a strong track record of diversity, equity and inclusion. We are committed to promoting an inclusive and diverse workplace and aim to continue building an environment where everyone thrives and can be themselves. We therefore particularly encourage applications from candidates who are likely to be underrepresented in BNU's workforce. These include people from global majority backgrounds, people with disabilities, and LGBTQI+ people, particularly in more senior roles.
Please let us know if you require any adjustments or support during the recruitment process. We are happy to discuss any reasonable adjustments that would enable you to perform to the best of your abilities in your role. Please reach out to Louise Williams on if you have any specific needs or if you would like more information on how we can support you.
We ensure that our interview/shortlisting Chairs complete the relevant e-learning and/or inclusive recruitment training.
Closing Date: 25th March 2026
Interview Date: 2nd April 2026
If you are successful in securing an interview for the role, you will be required to provide proof of eligibility to work in the UK.
BNU is a Disability Confident employer and as such you will be given the opportunity to declare a disability as part of the application process.
Job Title: Resolutions Officer
Faculty/Directorate: Resolution Team
Grade: F
Location: High Wycombe
Hours: 37
Responsible to: Resolutions Manager
Responsible for: N/A
Job Purpose
The Resolutions Officer role supports the effective management of the Resolution Team's growing caseload, including student complaints, conduct cases, and OIA matters, by delivering clear, consistent case management and high¿quality administrative and reporting functions. The role ensures timely, fair and compliant processes, including relevant responsibilities under the OfS E6 condition, while maintaining accurate records, supporting early resolution, and contributing to service improvement and a positive student experience through collaborative work across the University. The post holder will manage a student caseload, working to internal and external deadlines in collaboration with the Resolutions Lead and Resolutions Support Officer.
Main Duties & Responsibilities Of The Role
Manage a defined caseload of student complaints and student conduct cases, ensuring processing in a confidential, sensitive and professional manner and in accordance with University procedures.
Act as a point of contact for students and staff, providing consistent and informed advice on complaints, conduct and early resolution, including promoting early resolution practices and signposting appropriately. Maintain regular communication with stakeholders to ensure the timely progression of cases.
Maintain accurate case records and information resources, ensuring complaint and conduct trackers, webpages and documents are kept up to date and compliant with audit, reporting and procedural requirements.
Lead on E6 monitoring, reporting and compliance, ensuring accurate and timely submission in line with the Office for Students' Condition of Registration on harassment and sexual misconduct.
Support the Resolutions Support Officer to manage the administrative processes associated with Freedom of Information requests, provide data insights, and complete assigned tasks.
Support the Resolutions Manager and Resolutions Lead in compiling compliance¿related information for committees, internal monitoring, and external reporting obligations.
Work collaboratively with Colleges, Professional Services, and partner institutions to champion the student voice and support improvement initiatives.
Contribute to awareness¿raising activity, training and communication that promotes effective resolution practices.
Provide compassionate, student¿centred guidance throughout the lifecycle of cases, ensuring students feel heard and supported.
Support the review and improvement of resolution policies, procedures and workflows to ensure consistency and efficiency.
Participate in internal and external networks to support development and keep updated with good practice.
Provide reasonable cover for the Resolution Lead and Resolution Support Officer during periods of absence, ensuring continuity of service across complaints, conduct, administrative processes and reporting activities.
Undertake any other reasonable duties as directed by the Resolution Manager or Resolution Lead.
Uphold the University's duty of care and safeguarding responsibilities, recognising, and appropriately escalating any concerns relating to student welfare.
Ensure all casework, records and communications are handled in accordance with GDPR and University data protection policies.
Identify cases or issues requiring escalation to the Resolutions Lead or Resolutions Manager, ensuring risks are recognised and appropriately managed.
Promote inclusive and fair practice in all case handling, supporting the University's commitment to equality, diversity and inclusion.
PERSON SPECIFICATION
A = Application I = Interview
Education, Qualifications & Training
Means of Testing
Degree qualification or equivalent
A
Knowledge & Experience
Experience of complaints and/or disciplinary within the higher education sector
A/I
Knowledge of using information technology such as MS Office and databases
A/I
Experience of managing student casework with conflicting priorities
A/I
Ability to work with colleagues across the University and adapt advice, guidance and
working methods accordingly
A/I
Experience managing concerns or complaints through to resolution, ensuring clear communication and follow¿up
A/I
Skills
Communicates effectively, adapting the message for a diverse audience in an inclusive and accessible way
A/I
Experience of working as a team with a flexible approach
A/I
Ability to deal with highly sensitive and confidential matters
A/I
Suggests practical solutions to new or unique problems
A/I
Special Requirements
Participate in internal and external networks to benefit development
A/I
Customer focus and the desire to deliver a high-quality service
A/I
Delivering excellent service
Providing the best quality service to external and internal customers/students/stakeholders. Building genuine and open long-term relationships in order to drive up customer service standards.
Embracing change
Being open to and engaging with new ideas and ways of working. Adjusting to unfamiliar situations, shifting demands and changing roles.
Working together
Working collaboratively and across boundaries with others in order to achieve objectives. Recognising and valuing the different contributions people bring to this process.