Casework Administrator

We are looking for a talented Casework Administrator to join our Casework Support Team, assisting our complaints handling process. 


This role may suit student service advisors, complaint handlers, experienced administrators, telephone handlers, customer service advisors, disability advisors, or talented graduates with an interest in the Higher Education Sector.

Role & Team Focus 


Casework Administrators working in our Casework Support Team perform a wide variety of tasks. These include:

=         dealing with new enquiries on the telephone and by e-mail

=         admin support to case-handlers throughout our complaint review process

=         making decisions on the eligibility of new complaints

Team members have responsibility for managing their own workload and work closely with colleagues across the office to ensure we provide the best service possible.


We would like to hear from you if you have:


=         excellent interpersonal and communication skills both oral and written

=         experience of dealing with a volume and variety of telephone enquiries

=         a general understanding of complaints handling and customer service

=         an ability and willingness to learn new processes and procedures

=         an understanding of the importance of confidentiality, discretion and integrity

=         IT skills using (Microsoft Windows Word, Excel, Outlook, Adobe Acrobat)

Experience of the Higher or Further Education Sectors would be an advantage 


Our benefit package


We offer the following salary package and benefits that include:

=         A starting salary of £22,802 (within band £22,802- 27,251)

=         35 hour working week (9am – 5pm, Mon-Fri)

=         Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays

=         Gym membership (following completion of probation)

=         Attractive USS pension scheme

=         Season ticket loan 


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 casework Support team. 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 


If you think you have the relevant skills and background or you are a recent graduate with a passion for Higher Education and the widening Sector, this could be the position for you. Please refer to the job description and person specification on our website to guide your application.

If you are interested in applying please complete the application form on our website and attach your CV.

The closing date for the receipt of applications is 30th July 2018. We will carry out an initial sift of applications and some candidates will be invited to submit a letter in support of their application before we select candidates for interview. We anticipate that interviews will be held on between 22 – 24 August 2018

Further information about the work of the OIA can be found on   you may also like to refer to the job description Casework Administrator job description


We would also like to draw your attention to our applicant privacy notice which explains how we handle your data.. Privacy notice for applicants