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Casework Manager - Complaints, UNIVERSITY OF OXFORD
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Casework Manager – Complaints
Proctors' Office, University Offices, Wellington Square, Oxford, OX1 2JD
Casework Manager (Student Complaints)
Proctors’ Office, University Offices, Wellington Square, Oxford, OX1 2JD
Grade 7: £39,424 - £47,779 p.a.
The Proctors’ Office is seeking an experienced caseworker who will be responsible for the efficient and fair handling of individual student academic casework, principally student complaints. Working as part of a team you will manage your own portfolio of casework, undertaking investigations against the relevant University procedures, statutes and regulations. You will identify solutions, write briefings for the Proctors and draft outcome letters detailing the conclusions of the investigation. You will liaise with students and colleagues across the collegiate University as well as external contacts and members of the public.
The Proctors’ Office is an impartial and discrete team within the University which carries out work in support of decisions made by the Proctors and Assessor. The Casework Management team manages procedures and a busy caseload of complaints, appeals, and student conduct matters. They are pivotal in supporting colleagues across the University to deal with issues proactively and identify relevant learning points for the University to enhance its provision and service delivery.
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The appointment is offered on a permanent basis. Hybrid working arrangements will be considered.
About You
To be successful in this role you will have:
- strong organisational skills and be able to work systematically and to a high level of accuracy;
- proven ability to prioritise and manage a varied workload in an efficient manner;
- the ability to demonstrate tact, discretion and judgement in the handling of sensitive and confidential matters;
- excellent analytical, written and verbal communication skills and demonstrable experience of working independently;
- experience of casework within higher education would be an advantage.
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What We Offer
As an employer, we genuinely care about our employees’ wellbeing and this is reflected in the range of benefits that we offer including:
- An excellent contributory pension scheme
- 38 days annual leave
- A comprehensive range of childcare services
- Family leave schemes
- Cycle loan scheme
- Discounted bus travel and Season Ticket travel loans
- Membership to a variety of social and sports clubs
Next Steps And Additional Information
More information on the role and the full selection criteria can be found in the Job Description.
Applications for this vacancy are to be made online. You will be required to upload a CV and supporting statement as part of your application. The supporting statement must explain how you meet the selection criteria for the post using examples of your skills and experience.
The closing date for applications is 12.00 noon on 10 September 2026. Interviews are expected to take place during week commencing 21 September 2026 and will be in person.
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