Case-handler - OIA

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About the Office of Independent Adjudicator (OIA)

Our vision is that students are always treated fairly. We work towards this by resolving complaints from students, sharing learning from complaints to help improve policies and practices, and working with other organisations in the higher education sector and beyond.

The coronavirus (Covid-19) situation continues to have a serious impact across the country and in all sectors. The challenges facing higher education providers, current and future students, and student representative bodies are profound and the impact is likely to be long-lasting.

We are growing to meet the increased demand for our services and are looking for skilled people who share our passion for fairness and want to do worthwhile work that makes a difference.

About the role

As a Case-handler, you work as part of the team responsible for conducting the initial assessment process for complaints. It is a challenging and public-facing role with a varied and interesting caseload that involved extensive interaction with students and higher education providers.


With guidance and support:

  • Determine whether complaints are eligible for review and communicate decisions.
  • Request and obtain documentation and information from higher education providers ( “providers”), students and student representatives.
  • Promote early resolution of cases by contacting students, student representatives and providers with a view to negotiating the settlement of complaints. 
  • Provide effective guidance to students, student representatives and providers on the OIA’s case-handling process, possible remedies and typical timeframes. 
  • Conduct reviews of complaints, draft and issue Complaint Outcomes. 
  • Contribute to the development of the OIA’s knowledge management system.

About you

You will be someone who:

  • Shares our values of integrity and independence, quality, openness and accessibility, service ethos, engagement, and equality and diversity.  
  • Has strong skills in logical, analytical and critical thinking 
  • Can read and understand high volumes of text quickly, identify what information is relevant and evaluate evidence.  
  • Is friendly, and has an excellent telephone manner.
  • Has a good eye for detail.
  • Can communicate clearly and concisely and explain decisions, both on the phone and in writing. 
  • Sees things from other people’s perspectives, recognising and accounting for the barriers they might face and is aware of unconscious bias.
  • Is organised and can balance competing demands.
  • Acts with integrity and treats others with kindness, courtesy, dignity and respect.

We would love to hear from you if you have one or more of the following:

  1. Can demonstrate the capability to look at problems and evidence with a critical eye, applying sound reasoning to reach logical decisions.
  2. Experience in representing or supporting students.
  3. Can demonstrate a strong understanding of good customer service. 
  4. A desire to start a career or change careers and use your work, study or life experiences to do worthwhile work.


Given our mission and purpose, we will consider any higher education qualifications, degree subjects or demonstrable interest/commitment to higher education in all its forms.

Salary and Benefits

  • A starting salary of £28,918 with career progression opportunities. 
  • 35-hour working week; part-time working considered; opportunity for flexible working. 
  • Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays.
  • Gym membership (on completion of probation).
  • Attractive pension scheme.
  • Season ticket loan.

To read the full job description please click here.

How to apply

Please submit your CV and a supporting application statement.

Your application statement should be up to 2 pages long (no more than 900 words), answering the following questions:

  1. What attracts you to work for the OIA and this specific role?
  2. Please explain how you would address the needs of people using our service.
  3. How do you balance getting things done to a good standard against time pressures and competing demands?

Additional Information

We are expecting a high volume of interest and may need to close applications without notice.  

Please apply as soon as you are able to.

Screening video/telephone interviews will take place with BAME Recruitment from the 4th January 2021.

We value diverse backgrounds, life experiences and perspectives, and have a supportive and inclusive organisational culture. We would like our organisation to be representative of our community and the people who use our service and welcome applications from candidates from all backgrounds. In particular, we would welcome applicants from Black, Asian and other minority ethnic backgrounds who are currently underrepresented amongst our people.  We will consider applications for full-time or part-time working and any other reasonable adjustments that you may need.

We are working with BAME Recruitment to support us in hiring this role.  If you have any questions, please contact Enny Muyambuki,

Or, know someone who would be a perfect fit? Let them know!

Already working at BAME Recruitment & Consulting?

Let’s recruit together and find your next colleague.

  • Andrew Brown
  • Caroline Gibson
  • Cressida Wyer
  • Cynthia V Davis
  • Eddie Kaziro
  • Enny Muyambuki
  • Luke Davis
  • Marcia Buxton
  • Miguel De Palma
  • Naomi Hanson

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