Student Resolution Manager

Location: Devon House, London (Hybrid role) – 3 days campus working and 2 days remote working per week

Benefits: The University supports staff maintaining a good work/life balance, offers flexible working and parental leave opportunities, an Employee Assistance Programme (which provides free, confidential advice on both home and work concerns) as well as optional private medical insurance, season ticket loans and being part of the cycle to work scheme.

Direct Reports: Student Resolution Officer

Reports to: Head of the Student Regulatory Resolution Office

Start: ASAP

The University is seeking a Student Resolution Manager to join the recently established Student Regulatory Resolution Office (SRRO). This dedicated office is responsible for ensuring that all student related casework/investigations/appeals are conducted to a high standard. It equally delivers appropriate resolutions based upon applicable university regulations (domestic or global), good practice frameworks and stakeholder engagement. We are seeking an individual who is able to contribute and manage the delivery of these objectives, with a solution driven mindset.

This role provides an opportunity to make a real impact. SRRO’s work contributes and embeds key University values, ranging from delivering a positive and global student experience to maintaining an excellent standard of teaching and learning.

The Student Resolution Manager will support the Head of SRRO and wider Senior Management in the effective management and progression of cases within the department’s remit. SRRO’s remit includes a range of student facing processes. Processes include:

• Academic Appeals
• Academic Misconduct
• Student Complaints
• Student Discipline and Criminal Convictions
• Wider casework, including liaison with the Office for the Independent Adjudicator for Higher Education (OIA)

The role holder will have demonstrable experience at managing casework/investigations/appeals in a higher education setting. This will include experience at progressing and advising on complex and sensitive cases/investigations. Expertise in multiple areas (quoted above) will be a distinct advantage. Overall, the role holder will apply their skill set to casework, across multiple workstreams, under the oversight and guidance of the Head of SRRO. This provides a unique opportunity for a professional to broaden and deepen their knowledge across the above quoted processes.

To be successful in this role, you will need to have a firm understanding of investigatory/appeal requirements, analyse information effectively, digest formal documentation (such as policies and procedures), and the ability to write accurately with high levels of attention to detail.

Diplomacy, an ability to conduct duties using a risk based approach, and experience of communicating information to a range of audiences is essential.

Due to the nature of the work, the role holder will be required to undertake casework on a range of social/community topics, including of a sensitive nature (such as alleged student misconduct which may also constitute a criminal offence).

Duties and Responsibilities

Administrative and Service Delivery

• Effectively manage the day-to-day operational administration of the SRRO’s casework. This includes email inboxes, correspondence (such as letters/reports) cases, calendars and other associated administration. Ensuring excellent and accurate record keeping.
• Acting as an initial senior point of contact for the department.
• Engage with all appropriate internal and external stakeholders through a variety of mediums. This includes students, staff, and external agencies.
• Effectively communicate information to a range of stakeholders. Tailoring responses as appropriate with due regard to sensitivities, data protection and safeguarding.
• Regularly reviewing administrative processes and recommending updates to ensure they are efficient and offer the best experience for the changing needs of stakeholders.
• Support the Head of SRRO in undertaking any reviews of relevant processes and procedures, to streamline and enhance service delivery. Provide own recommendations and supervise the implementation of agreed changes / enhancement tasks.
• Provide briefing and training sessions to staff on departmental remit and processes. 
• Ensure a high standard of service is delivered to all stakeholders.

Casework and Management

• Provide senior advice/guidance on the delivery of compliant casework and other enquiries relating to the department’s remit. Taking into account good practice frameworks, policies and procedures, domestic and global regulations, and any applicable senior direction/guidance. This includes topics of a sensitive nature.
• Maintain an excellent knowledge of relevant policies, procedures, good practice frameworks and other authoritative sources.
• Monitor, assess and conduct timely reviews of all departmental casework. Ensuring casework progresses in accordance with agreed processes and timescales. Escalating where appropriate to senior staff.
• Appropriately brief, update and escalate matters to the Head of SRRO and wider senior management (where appropriate), using a risk-based approach.
• Conduct initial risk assessments (using agreed templates) under the direction of senior staff.
• Flag any identified risk throughout the course of conducting duties or arising from a case/investigation to senior staff.
• Support colleagues to mitigate any identified risks, including implementing any decisions made.
• Support and advise investigating officers/staff engaging with SRRO’s work, including providing appropriate administrative support and issuing approved documentation.
• Support the Head of SRRO with the training and development of investigating officers.
• Directly engage with investigations and panels as appropriate.
• Making appropriate recommendations on potential next steps when progressing casework, where required and appropriate.
• Draft documentation and responses (such as reports and letters) on behalf of the Head of SRRO, Senior Management, Investigating Officers and Panels – where required.
• Proactively collate and analyse information to inform decision-making, requests and recommendations required as part of the role/casework.
• Support the decision-making process for assessing appropriate disclosures, under the direction and supervision of the Head of SRRO, with due regard to data protection frameworks and safeguarding.

Line Management and Supervision

• To effectively line-manage the Student Resolution Officer (1 FTE). Ensuring appropriate work, tasks and supervision/guidance is provided. Facilitating inductions and training where needed.
• Distribute appropriate tasks, supervision and training to personnel supporting the department’s work, including investigating officers.
• To act as a senior member of the team in the absence of the Head of SRRO. 

General

• To act as secretary/note-taker to university meetings, including appeal and disciplinary panels.
• To take appropriate minutes for a range of meetings, including interviews being conducted by staff with students.
• To analyse information to a high standard.
• Ensure all duties are conducting compliantly with GDPR / data protection / safeguarding frameworks, sensitively and with appropriate confidentiality.
• Foster and maintain excellent working relationships with Faculty/Academic and Professional Services staff across Northeastern University’s global campus/network.
• Proof read and issue documentation and correspondence to a professional / high standard.
• To compile, redact, review and distribute casefiles/documents, where necessary.
• Any other duties commensurate with the level of responsibility of this post, for which the post holder has the necessary experience and/or training.
• Occasional travel and work in unsociable hours may be required

About the University

Founded in 2012, Northeastern University London (formerly known as New College of the Humanities) has established itself as a prestigious higher education institution based in the heart of London. Northeastern University London is part of Northeastern University’s Global Campus Network. Positioned as top ranking in the USA, Northeastern has campuses in Arlington, Boston, Charlotte, Miami, Oakland, San Jose, and Seattle in the USA, and Toronto and Vancouver in Canada.

After becoming part of Northeastern University’s global network in early 2019, the University has undergone a period of rapid growth, having been granted Taught Degree Awarding Powers in February 2020 and moved to a new, state-of-the-art campus in 2021.

Northeastern University London offers a vibrant, collegiate community delivering broad and academically rigorous degree programmes, designed to equip graduates with the combination of skills and knowledge that are increasingly desired by organisations, employers, and society. It offers state of the art audio visual technology in its teaching and meeting spaces across the organisation.

Person specification criteria

To undertake this role, the following should apply – should you not have the experience below, please do highlight where transferrable skills would assist with you undertaking the role.

Education / Qualification

• Undergraduate degree or equivalent in work experience: E
• Governance, mediation, legal, investigatory qualification/training or equivalent in work experience: D

Experience

• Managing casework/investigations/appeals in a higher education setting: E
• Working and interpreting relevant formal frameworks and documentation. Such as regulations, policies and procedures (applicable for the role): E
• Providing advice and guidance to a range of stakeholders, including senior staff: E
• Collaborating with a range stakeholder to reach a common objective, including senior staff: E
• Progressing and advising on complex and/or sensitive matters, relevant to the remit of the department: E

Knowledge, Skills & Abilities

• Excellent written and verbal communication skills. The ability to write to a high standard: E
• Good analytical skills, including accuracy and eye for detail: E
• Engage with challenging/sensitive topics: E
• Ability to prioritise and organise workload, using a risk based approach: E
• Ability to conduct duties systematically and in accordance with established processes: E
• Knowledge/awareness of Higher Education policies and procedures, particularly academic and/or investigatory processes: E
• Ability to conduct duties with diplomacy, tact and due regard to sensitivity: E

Personal Attributes

• Demonstrable commitment to develop and learn new skills: E
• Self-motivated and deadline focused: E

Application process

Please use the Workday link via the 'Apply' button above to apply.

Participation in the equal opportunities section is encouraged, but voluntary.

Applications must include a covering letter of no more than one page and a full curriculum vitae.

Interviews are expected to take place on weeks commencing 02 and 09 March 2026.

The panel will be shortlisting for this position on a rolling basis so please apply as soon as possible. We reserve the right to close this post before the closing date if we receive a large number of applications.

Please note this role may require a basic or enhanced DBS check. Our organisation acknowledges the duty of care to safeguard, protect and promote the welfare of our students and staff, and is committed to ensuring safeguarding practice reflects statutory responsibilities, government guidance and complies with best practice and Ofsted requirements. You must adhere to the above if you are offered a role with NU London.

Applications are welcome from all sections of the community and will be judged on merit alone. We welcome applications from all underrepresented groups, including the Global Majority. Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006.

This post may be eligible for Skilled Worker visa sponsorship.