Casework Administrator - 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 Casework Administrator, you will be the first point of contact for students who are thinking

about making a complaint. You’ll help decide if we can review a complaint and then support students while their complaints are being considered.

The primary focus of the role is to provide casework support. This will require the successful applicant to maintain accurate records on the progress of complaints through our review process, supporting students and case-handling colleagues.

The Casework Administrator role is a great starting point for someone looking to start a career in complaints handling or regulation.


  • General casework administration, including handling emails and telephone enquiries from students and higher education providers and responding appropriately.
  • Logging Complaint Forms.
  • Assessing the eligibility of complaints for review and notifying students of the outcome.
  • Monitoring higher education providers’ compliance with recommendations/requests we make.
  • Handling a variety of incoming and outgoing calls, using good communication and questioning skills, to ensure that the appropriate information is provided.
  • Dealing with a range of people who use our service who may be experiencing challenging situations and modifying the approach to best suit their needs. 
  • Recording accurate information on our database and spreadsheets.
  • Data entry and administration.

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 very strong customer service skills:
    • Anticipates and adapts to the needs of people who use our service and keep them informed  
    • Treats people fairly 
    • Enjoys helping people/problem solving
    • Asks colleagues for help where necessary 
  • Can communicate clearly, in writing and on the phone. 
  • Sees things from other people’s perspectives, recognising and accounting for the barriers they might face.
  • Is very organised:
    • Has effective systems in place to help manage own workload (diary, to-do list etc)
    • Can prioritise effectively 
    • Adapts to change and takes initiative when needed
  • 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. Strong experience in a customer-facing role.
  2. Worked in a role resolving customer complaints.
  3. A desire to start a career or change careers and use your work, study or life experiences to do worthwhile work. 
  4. Volunteered or worked in higher education supporting students.


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 £23,799 with career progression opportunities.
  • 35-hour working week; part-time working considered.
  • 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. Please tell us how you have managed busy times in your life. This could be work or personal.

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 with BAME Recruitment will take place 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 Emmanuel Crosser,


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

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