Case-handler in the Assessment & Resolution Team

 

Join our team of highly skilled professional complaints handlers, resolving complaints from Higher Education students. We are passionate about fairness, value Higher Education in all its forms and believe that complaints provide important learning to improve the Higher Education experience for all students.

The role

Case-handlers at the OIA carry out a challenging and public-facing role in our Assessment and Resolution Team. They carry a varied caseload, interacting with students and Higher Education Providers to obtain key information to progress our reviews, applying the Rules of the Scheme and writing complaint adjudications. In doing so they gather, analyse and evaluate evidence with a pragmatic and strategic mind.

All of our Case-handlers contribute to our outreach work, organisational targets and work towards their own individual targets – so strong organisational skills and a very high level of motivation and personal resilience are essential. The Assessment and Resolution Team is a busy, vibrant and supportive working environment, so we particularly value attention to detail, a strong teamwork ethic and outstanding communication skills.

Based in Reading, Berkshire, we are looking to recruit full-time Case-handlers on 12 month fixed term contracts. There is a possibility of the roles being made permanent at a later date. 

The benefit package

We offer the following salary package and benefits that include:

o A starting salary of £27,821
o Season ticket loan
o Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays
o Attractive USS pension scheme
o Gym membership (following completion of probation)
o 35 hour working week with the opportunity for ad-hoc flexible working (following completion of probation)



Who we are

The OIA is the designated operator of the student complaints scheme for higher education in England and Wales and is a recognised authority in developing good practice in the handling of student complaints. Since its inception in 2004 the OIA has grown significantly and earned the trust and respect of higher education providers, student organisations and Government. Since 2015, in addition to universities, alternative providers, FE colleges (for the higher education students) and providers of School-Centred Initial Teacher Training (SCITTs) are also covered by the OIA Scheme. Following the Higher Education & Research Act 2017 there will be further expansion in the OIA’s membership in 2018.

We are a registered Charity, regulated by the Charity Commission, and a not-for-profit company limited by guarantee, governed by its Memorandum and Articles of Association.


Equality & Diversity

We welcome diversity amongst our staff and Board to reflect the nature of independent adjudication, our users and stakeholders. We would therefore particularly welcome applications from candidates with disabilities, candidates with British, Asian and Minority Ethnicity and from men, all of whom are currently under-represented in our case-handling teams. We would also particularly welcome applications from candidates who are fluent in both English and Welsh. We are committed to equality of opportunity.

Next step

Further information about the work of the OIA can be found on www.oiahe.org.uk. If you are interested in applying for a Case-handler role, you may like to refer to the job description below.

Casehandler Job Description 

Please complete all questions and upload your CV and cover letter using the 'files' tab . 

Your cover letter should be a maximum of one page and should include why you are interested in the role and how your previous experience applies to this role.

The closing date for the receipt of applications is 09 July 2018.

Interviews will be held during the week commencing 16 July 2018 & early Aug

Finally we need to draw your attention to our privacy notice on how we process and hold your personal data:

Privacy Notice for Job Applicants 

We look forward to hearing from you.