Student Casework Lead

Are you experienced in higher education student casework and looking for an opportunity to lead defined areas of complex, sensitive and student-centred casework?

Birkbeck, University of London is seeking a Student Casework Lead to support the effective operational delivery of student complaints, conduct and appeals work within the wider Student Complaints, Conduct and Appeals team, helping to ensure fair, consistent and timely outcomes for students and colleagues across the institution.

You will lead defined areas of operational student casework within the Student Complaints, Conduct and Appeals team, which sits within Birkbeck’s Academic Standards and Quality function.

Reporting to the Student Complaints, Conduct and Appeals Manager and working closely with the Senior Student Casework Officer, caseworkers and colleagues across the University, you will support the effective administration, processing and risk management of student complaints, conduct and appeals cases, including complex and sensitive matters.

You will have responsibility for allocated complex casework, panel coordination, OIA-related activity, casework data and process improvement work within the wider team. You will also help ensure that casework is handled in line with relevant policies, sector expectations and good practice, while maintaining a clear focus on the student experience.

This is a particularly important time for student casework in the higher education sector, with increasing expectations around transparent, accessible and fair complaints, conduct and appeals processes.

We are looking for someone with experience of higher education casework, investigation and timely case processing, together with a sound understanding of relevant policies, regulations and sector practice.

You will be confident in managing sensitive information, prioritising a busy workload, making considered decisions, and working collaboratively with colleagues to deliver fair, robust and evidence-based outcomes. 

This opportunity would build on experience as: Student Casework Officer, Appeals Officer, Student Regulations Officer, Student Casework Adviser, Complaints and Appeals Adviser, Student Policy Officer, or Governance and Casework Officer. 

Contract

Permanent, part-time (21 hours per week - 0.6 FTE) contract. Flexible and hybrid working offered. Attendance on campus will be required for meetings, training, events and other activities. 

Please submit a CV for consideration. Closing date: Sunday 13 September, interview date: Thursday 24 September 2026.

Salary and benefits

Actual £26,548 rising to £30,227 per annum, 0.6 FTE (pro-rated £44,247 to £50,379, 1 FTE). Grade 7 on the College's London Pay Scale and includes a London Weighting Allowance.

Benefits of working at Birkbeck: a competitive salary and pension scheme, 31 days paid leave, flexible, hybrid working arrangements, generous benefits in the HE sector, and being located in the heart of Bloomsbury, Euston, London.

Enquiries

If you would like to know more about the role, please click on apply below or contact Kojo Osei, Student Complaints, Conduct and Appeals Manager at k.osei@bbk.ac.uk 

If you have difficulty using the recruitment portal, please contact jobs@bbk.ac.uk providing your name and the job reference number of the position. 

We welcome applicants from all sections of the community and backgrounds.

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