Support Case Officer

derby.ac.uk; East Midlands; Hybrid; GBP 35,000; Full time

Job summary

A modern university in the UK is seeking a Support Case Officer to manage student cases related to appeals, complaints, and misconduct. This role involves collaboration with various stakeholders, ensuring fair and timely outcomes while adhering to regulations. The position requires strong communication skills and experience in case management. Offering a hybrid working environment, this fixed-term role focuses on enhancing the student experience and promoting a positive university culture.

Benefits

Generous annual leave of 38 days

Employee Assistance Programme

Discounted onsite gym

Qualifications

• Experience in managing complex and sensitive student casework within a Higher Education environment.
• Ability to navigate sensitive issues with professionalism and tact.
• Proficient in producing accurate written communications and reports.

Responsibilities

• Manage a caseload of student cases under University's procedures.
• Prepare documentation for compliance with university and external guidelines.
• Conduct thorough and impartial investigations on diverse student matters.

Skills

Strong communication skills

Case management

Data protection principles

Interpersonal skills

Regulatory compliance

Education

HND level or equivalent work experience

Tools

Microsoft Office

Job description

£28,636 to £30,394 per annum (for exceptional performers, there is scope for further progression up to £34,953 per annum)

Hybrid
This role will be based on site, primarily in the named location with the opportunity to work remotely available in line with our Adaptive Working Framework.

We have one simple promise – to make a positive impact. Through our ground-breaking research, teaching excellence and commitment to sustainable living, we are changing lives for the better.

The University of Derby is a modern university with a modern outlook. Everything we do is driven by delivering excellence and opportunities for our students, our staff and our region.

We have some of the best university facilities in the UK and achieve outstanding results for our teaching and research and have been awarded Gold in the prestigious Teaching Excellence Framework (TEF) 2023 – making it one of the top universities in the country recognised for its outstanding student experience and student outcomes.

Financially strong and seriously ambitious we offer our employees an inclusive culture that centres itself around staff wellbeing, where you can be confident you will receive all the help and encouragement you need to build a rewarding career with lots of opportunities to enhance your skills.

The Registry support all aspects of the student journey, right from initial enquiry and application, all the way through to final award and student completion. We strive to provide an outstanding service to all our users and to be thought leaders in our fields of expertise, developing research informed practise. Registry teams work collaboratively with stakeholders to deliver a high-performance culture that promotes wellbeing, diversity and opportunity for all, supporting excellent student experience.

This exciting opportunity has arisen in the Student Policy and Regulations team, which operates with in the Registry Department of the University.

As a Support Case Officer, you will play a vital role in supporting the investigation and resolution of a diverse range of student cases, including appeals, complaints, academic misconduct, conduct and disciplinary issues, and sexual misconduct allegations.

A key aspect of this role will be being responsible for managing a caseload of student cases, ensuring that they progress efficiently through the relevant procedures while adhering to the expectations of regulatory bodies such as the Office for Students and the Office of the Independent Adjudicator. Your role will involve close collaboration with Colleges, Registry, and other key stakeholders across the University to deliver fair and timely outcomes.

You will ensure that sensitive matters are handled with the utmost care, professionalism, and adherence to University policies and external regulations. This includes working closely with relevant stakeholders to conduct thorough and impartial investigations, providing procedural advice, and ensuring that all parties involved are supported throughout the process.

The position is varied, fast-paced, and offers meaningful opportunities to make a positive impact on students’ university experiences. Strong communication skills are essential, as you will engage with a wide range of stakeholders, including students, academic staff, and senior leaders within the University. This role also provides excellent networking opportunities, both within the University and through external practitioner groups.

As part of a meticulous and solutions-oriented team, you will handle sensitive information with care, maintaining accurate case files and records in line with data protection requirements. Your creativity and problem-solving skills will be key in navigating complex situations involving diverse stakeholder needs and regulatory frameworks.

Additionally, you will contribute to the wider work of the Registry, enhancing the overall student experience and supporting key University activities such as open days, clearing, enrolment and awards ceremonies.

This role offers the chance to make a tangible difference, supporting students in achieving academic success and ensuring their voices are heard through robust and fair casework processes.

This position is offered on a fixed-term basis to cover a period of maternity leave, with the contract due to end in January 2027. There may be the potential for the contract to be extended beyond this date, however this cannot be guaranteed.

We are seeking a professional with demonstrable experience in managing complex and sensitive student casework within a Higher Education environment. You will be educated to HND level or possess equivalent work-based experience, demonstrating strong practical and theoretical understanding of case management, including academic appeals and conduct-related investigations.

You will have comprehensive knowledge of the policies and procedures that underpin effective student case handling, along with the ability to navigate sensitive situations with professionalism. Strong interpersonal skills are essential, with the tact, diplomacy, and confidence needed to work effectively with a wide range of internal and external stakeholders.

• Manage an agreed caseload of student cases under the University’s procedures for student appeals, complaints, conduct and disciplinary cases, and academic offences.
• To prepare complex documentation for student cases to ensure compliance within expected timeframes, effective service delivery and in accordance with university procedures and external guidelines. Managing includes taking individual responsibility for processing each stage of a case and making necessary decisions when required.
• Make informed and defensible decisions that are accurately recorded in case of later scrutiny. To think through the likely consequences of decisions, taking into consideration wider implications including external requirements in relation to complex cases, written documentation and specialist queries.
• Identify and decide where escalation / support is required from the Student Policy and Regulations Senior Officer/Manager, or where other specialist input is required.
• Negotiate and influence mutually agreeable outcomes for student case work that balances the requirement to find a solution whilst protecting the University’s regulations and regulatory responsibilities.
• Monitor and maintain accurate and confidential documentation relating to individual student casework, for use in securing timely and accurate completion of casework.
• Explain regulatory and procedural information or other complex issues/solutions to staff and students.
• Provide specialist advice to staff working with academic regulations, student cases, (some complex), and to students themselves.
• Act as a critical friend to internal investigators and decision makers.
• Work collegially with wider Registry staff, staff in Colleges and Departments, to ensure the implementation of effective and efficient processes.
• Contribute to the development of a community of practice, including supporting the delivery of training for staff.
• Support key university events (Clearing, Graduation, Enrolment, etc)
• Educated to HND level standard or with equivalent significant work-based experience

Experience

• Experience in interpreting and applying complex regulations effectively
• Demonstrated experience in both practical and theoretical aspects of managing casework (sometimes complex)

Skills, knowledge & abilities

• Proficient in producing professional, accurate written communications and comprehensive reports
• Thorough understanding and application of data protection principles and compliance requirements
• Confident in utilising software tools and applications to manipulate and manage complex information effectively, aligned with role requirements
• Strong data handling capabilities, including the ability to collect, verify, analyse, and present complex datasets appropriately
• Consistent delivery of excellent customer service, offering clear advice and guidance to diverse stakeholders
• A working understanding of external requirements for maintaining academic standards and academic regulations
• Knowledge of policies and procedures for managing student casework in Higher Education
• Knowledge of regulatory frameworks concerning complaints, academic appeals, student conduct and academic misconduct
• Strong interpersonal skills, with the ability to exercise tact and diplomacy across a wide range of internal and external stakeholders
• Exceptional composure and emotional resilience when addressing challenging or distressing situations
• Capable of supporting informed judgments involving complex scenarios that require detailed analysis, interpretation, and evaluation of multiple options
• Professional, self-motivated approach with the ability to work independently and proactively
• Flexible adaptable to changing circumstances
• Solid understanding and application of regulations, such as GDPR
• Confident in leveraging a broad range of digital tools and technologies, including advanced Microsoft Office applications
• Highly organised, with a methodical, creative, and detail-oriented approach to data collation and management

Business requirements

• Able to be flexible and adaptable working across teams to build effective relationships that ensure the best result
• Ability to work outside of normal working hours (including some evenings and weekends), to support the business during key University events, such as Graduation, Clearing and Open Days and at key student admissions points

Qualifications

• Educated to degree level standard
• IT qualifications e.g., word processing, spreadsheets, web development etc.
• Generous annual leave entitlement of 38 days inclusive of bank holidays and concessionary days (pro rata)
• Suite of holistic wellbeing benefits and support including family-friendly policies, generous sick pay provision and comprehensive Employee Assistance Programme
• Access to a variety of staff discounts at high street retailers
• Discounted onsite gym
• Cycle to Work scheme
• A flexible working environment
• A commitment to personal and professional development

For further information and informal enquiries regarding the role, please contact Melissa Hartle, Interim Student Policy and Regulations Manager via [e-mail]

For enquiries regarding your application and for sponsorship eligibility, please contact the recruitment team via [e-mail] .

The University is unable to sponsor the employment of international workers under the Skilled Worker route for this role; however, applications are welcome from candidates who are able to demonstrate an alternative right to work in the UK.

Equity, diversity and inclusion

The University of Derby is committed to promoting equity, diversity and inclusion, regardless of age, disability, trans status, marriage and civil partnership, pregnancy and maternity, race, religion or belief (or none), sex and sexual orientation.

We are Disability Confident Employers, demonstrating our commitment to disability inclusion, and invite applicants to highlight adjustments they may require to ensure equitable participation in our recruitment processes.

Further, we are committed to ensuring an environment which is trans and non-binary-inclusive for all our staff, students, partners, and visitors, and continuously review our policies, guidance and training.

When applying to join the University, you can choose your preferred title, including the gender-neutral title 'Mx'. We also ask our candidates if they would like to share their preferred pronouns.This is voluntary but demonstrates our commitment to inclusivity for trans and non-binary candidates.Once employed, you can add pronouns and preferred names onto our system.

The University of Derby undertakes anonymised shortlisting during the staff recruitment process. This means that, when shortlisting, panel members will not be able to see an applicant’s name and will see an applicant number instead. This demonstrates the practical steps we are taking to remove barriers to recruitment by minimising the possible impact of our unconscious bias.

However you identify, we actively celebrate the knowledge, experience and talents each person brings. Our students come from a wide range of backgrounds; therefore we are particularly interested to hear from applicants who will help our leaders and teams be more reflective of our student population.

At the University of Derby, we are passionate about embedding sustainability into everything that we do. We aim to bring environmental sustainability into all aspects of the University, including teaching, research and operational activities. In line with the University's strategic framework, we expect all our staff to embed sustainability into their working practices and support the University's objective to reach net zero carbon by 2050.

Be part of something extraordinary, apply now.

How to apply

You can apply by submitting an online application. Once you have signed in or registered with us you will be able to begin your application. If you are creating an account for the first time, please ensure you provide an email address that you access regularly as this will be our main means of contacting you regarding your application.

The University reserves the right to close this vacancy early if we receive a high volume of applications. We encourage you to submit your application as soon as possible to avoid disappointment.

If you require any assistance, including the provision of any documentation in an alternative format, please contact the Recruitment team at [e-mail] .

Please note all applications must be submitted online by Midnight GMT on the closing date of the vacancy.

The University of Derby is committed to safeguarding and promoting the welfare of all our staff, students and children. At the University of Derby, safeguarding is everybody's concern.