Casework Administrator

We are looking for a Casework Administrator to work as part of the Casework Support Team offering excellent customer service to stakeholders and cover administrative functions within the organisation.

Position: Casework Administrator

Location: Reading/hybrid

Hours: Full-time, 35 hours (part-time and job share working considered)

Salary: Starting salary of £27,589 (salary progression based on performance within Grade 2 £27,589 – £32,127)

Contract: Permanent

Benefits: 28 days’ annual holiday plus bank holidays, Gym membership contribution, cycle to work scheme (both on completion of probation), Defined Benefit pension scheme, employee assistance programme (EAP) and discount club.

Closing date: 07 October at 10am. We are expecting a high volume of interest and may need to close applications without notice. Please apply as soon as you can.

About the Role

The primary focus of the role is to provide casework support. This will include being the point of contact for students and will require the successful applicant to maintain accurate records on the progress of complaints through our review process.

Key responsibilities include:

• Casework administration, including handling emails and telephone enquiries from complainants and educational institutions, determining what response is required and responding where appropriate
• Logging complaints forms
• Conducting an assessment of eligibility of complaints for review and notifying students of the outcome
• Monitoring university compliance with recommendations/requests made
• 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 service users in challenging situations and modifying the approach to best suit their needs
• Recording accurate information on our database and spreadsheets

About You

You will have excellent interpersonal and communication skills, including on the telephone.   Customer Service experience including dealing with a volume and variety of telephone enquiries and a general understanding of complaints handling would be beneficial. 

This is also a fantastic opportunity for recent graduates or if you have knowledge of higher education and are looking to develop your career in a professional and supportive environment.

You will be comfortable with technology and with the ability to adjust to new and changing IT systems and processes with strong and recent experience of using Microsoft Word, Excel and Outlook.

About the Organisation

The organisation’s vision is that students are always treated fairly. It resolves complaints from students, shares learning from complaints to help improve policies and practices and works with other organisations in the higher education sector and beyond.

The application system used for recruitment aims to overcome unconscious bias in recruiting. Instead of using your CV alone, we'll be asking you to answer questions to test the skills needed for the role. The responses are then anonymised and reviewed in a random order by members of the team.

You may also have experience in roles such as Customer Service, Admin, Administrator, Administration, Casework, Case Worker,

Casework Admin, Casework Administrator, Casework Administration, Case Support Administrator, Case Support Admin.

PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation.

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