Student Resolution Manager

Nulondon; Greater London; On-site; GBP 40,000 - GBP 55,000; Full time

Job summary

A prestigious higher education institution in Greater London seeks a Senior Casework Manager to oversee sensitive investigations and provide administrative support for the Student Resolution and Review Office (SRRO). The ideal candidate will have experience in case management within higher education, excellent communication skills, and the ability to navigate complex topics. Responsibilities include managing casework, engaging with various stakeholders, and ensuring compliance with GDPR and institutional policies. This role offers an opportunity for growth and development within a dynamic educational environment.

Benefits

Professional development opportunities

Dynamic work environment

Supportive staff culture

Qualifications

• Experience managing casework in a higher education setting.
• Ability to provide advice and guidance to senior staff.
• Strong skills in reviewing and analyzing complex information.

Responsibilities

• Manage the operational administration of the SRRO's casework.
• Engage with stakeholders to support case investigations.
• Provide senior advice on compliant casework delivery.

Skills

Analytical skills

Excellent written and verbal communication

Ability to engage with sensitive topics

Organizational skills

Education

Undergraduate degree or equivalent experience

Job description

.* Academic Appeals* Academic Misconduct* Student Complaints* Student Discipline and Criminal Convictions* Wider casework, including liaison with the Office for the Independent Adjudicator for Higher Education (OIA)The role holder will have demonstrable experience at managing casework/investigations/appeals in a higher education setting. This will include experience at progressing and advising on complex and sensitive cases/investigations. Expertise in multiple areas (quoted above) will be a distinct advantage. Overall, the role holder will apply their skill set to casework, across multiple workstreams, under the oversight and guidance of the Head of SRRO. This provides a unique opportunity for a professional to broaden and deepen their knowledge across the above quoted processes.* Effectively manage the day-to-day operational administration of the SRRO’s casework. This includes email inboxes, correspondence (such as letters/reports) cases, calendars and other associated administration. Ensuring excellent and accurate record keeping.* Acting as an initial senior point of contact for the department.* Engage with all appropriate internal and external stakeholders through a variety of mediums. This includes students, staff, and external agencies.* Effectively communicate information to a range of stakeholders. Tailoring responses as appropriate with due regard to sensitivities, data protection and safeguarding.* Regularly reviewing administrative processes and recommending updates to ensure they are efficient and offer the best experience for the changing needs of stakeholders.* Support the Head of SRRO in undertaking any reviews of relevant processes and procedures, to streamline and enhance service delivery. Provide own recommendations and supervise the implementation of agreed changes / enhancement tasks.* Provide briefing and training sessions to staff on departmental remit and processes.* Ensure a high standard of service is delivered to all stakeholders.* Provide senior advice/guidance on the delivery of compliant casework and other enquiries relating to the department’s remit. Taking into account good practice frameworks, policies and procedures, domestic and global regulations, and any applicable senior direction/guidance. This includes topics of a sensitive nature.* Maintain an excellent knowledge of relevant policies, procedures, good practice frameworks and other authoritative sources.* Monitor, assess and conduct timely reviews of all departmental casework. Ensuring casework progresses in accordance with agreed processes and timescales. Escalating where appropriate to senior staff.* Appropriately brief, update and escalating matters to the Head of SRRO and wider senior management (where appropriate), using a risk-based approach.* Conduct initial risk assessments (using agreed templates) under the direction of senior staff.* Flag any identified risk throughout the course of conducting duties or arising from a case/investigation to senior staff.* Support colleagues to mitigate any identified risks, including implementing any decisions made.* Support and advise investigating officers/staff engaging with SRRO’s work, including providing appropriate administrative support and issuing approved documentation.* Support the Head of SRRO with the training and development of investigating officers.* Directly engage with investigations and panels as appropriate.* Making appropriate recommendations on potential next steps when progressing casework, where required and appropriate.* Draft documentation and responses (such as reports and letters) on behalf of the Head of SRRO, Senior Management, Investigating Officers and Panels – where required.* Proactively collate and analyse information to inform decision-making, requests and recommendations required as part of the role/casework.* Support the decision-making process for assessing appropriate disclosures, under the direction and supervision of the Head of SRRO, with due regard to data protection frameworks and safeguarding.* To effectively line-manage the Student Resolution Officer (1 FTE). Ensuring appropriate work, tasks and supervision/guidance is provided. Facilitating inductions and training where needed.* Distribute appropriate tasks, supervision and training to personnel supporting the department’s work, including investigating officers.* To act as a senior member of the team in the absence of the Head of SRRO.* To act as secretary/note-taker to university meetings, including appeal and disciplinary panels.* To take appropriate minutes for a range of meetings, including interviews being conducted by staff with students.* To analyse information to a high standard.* Ensure all duties are conducting compliantly with GDPR / data protection / safeguarding frameworks, sensitively and with appropriate confidentiality.* Foster and maintain excellent working relationships with Faculty/Academic and Professional Services staff across Northeastern University’s global campus/network.* Proof read and issue documentation and correspondence to a professional / high standard.* To compile, redact, review and distribute casefiles/documents, where necessary.* Any other duties commensurate with the level of responsibility of this post, for which the post holder has the necessary experience and/or training.* Occasional travel and work in unsociable hours may be required* Undergraduate degree or equivalent in work experience - Essential* Governance, mediation, legal, investigatory qualification/training or equivalent in work experience - Desirable* Managing casework/investigations/appeals in a higher education setting - Essential* Working and interpreting relevant formal frameworks and documentation. Such as regulations, policies and procedures (applicable for the role) - Essential* Providing advice and guidance to a range of stakeholders, including senior staff- Essential* Collaborating with a range stakeholder to reach a common objective, including senior staff- Essential* Progressing and advising on complex and/or sensitive matters, relevant to the remit of the department - Essential* Excellent written and verbal communication skills. The ability to write to a high standard - Essential* Good analytical skills, including accuracy and eye for detail - Essential* Engage with challenging/sensitive topics - Essential* Ability to prioritise and organise workload, using a risk based approach - Essential* Ability to conduct duties systematically and in accordance with established processes - Essential* Knowledge/awareness of Higher Education policies and procedures, particularly academic and/or investigatory processes. - Essential* Ability to conduct duties with diplomacy, tact and due regard to sensitivity. - Essential* Demonstrable commitment to develop and learn new skills - Essential* Self-motivated and deadline focused - EssentialNortheastern University London (NU London) is a prestigious higher education institution based in the heart of London and is part of Northeastern University’s global campus network. Overlooking the River Thames near Tower Bridge, NU London offers academically challenging educational programmes designed to inspire innovative thinking, encourage interdisciplinary study, and provide global experiences. The bright and modern campus offers award winning, contemporary facilities for students and staff including state of the art audio visual technology in its teaching and meeting spaces.Inspired by excellence, infused with an energy of ideas and ability in motion, at NU London, being a part of our staff is to be a part of a collective of entrepreneurs and educators, builders and thinkers.NU London is growing quickly, offering opportunity and growth for our staff. Currently hosting 1,500 students, our aim is to have 4000 students by 2028/29.As well as the exciting opportunities this role presents, the University supports staff maintaining