Student Casework Team Manager

Are you an experienced professional with a passion for student welfare and service excellence? We are seeking a Student Casework Team Manager to lead our dedicated Student Casework Team and help provide an inclusive and supportive university community where every student thrives!

About the role:

The Student Casework Team works across UWE Bristol and is responsible for supporting the formal processes through which we manage complaints from students or other stakeholders, appeals against formal decisions the University has taken, and the University’s Behaviour and Health Framework. The Behaviour and Health Framework brings together the University’s formal processes for managing student conduct, professional suitability and fitness to study and governs how we deliver effective interventions for students experiencing escalating difficulties.

In this role you will:

• Lead and manage the Student Casework Team, ensuring clarity of accountability for all staff through effective, person-centred performance management processes.
• Foster a collaborative and supportive environment within the team, encouraging professional development, continuous improvement and shared ownership of challenges and achievements.
• Ensure team members develop the necessary knowledge, skills and behaviours to deliver a high-quality service.
• Work with the Casework Operations Manager to optimize the allocation of team resources to meet casework demands.
• Oversee the work of the Student Casework Team, ensuring cases are managed efficiently and within the specified timescales.
• Respond appropriately and sensitively to crisis situations, collaborating with others to agree appropriate actions.
• Undertake reviews and provide support for appeal processes related to investigations led by members of your team.
• Lead and contribute to change projects, using your specialist knowledge to drive positive outcomes.
• In collaboration with senior managers, shape the direction of student casework and its relationship with wider student-facing services to ensure appropriate student support.
• Lead the development, implementation and review of relevant policies and procedures, engaging meaningfully with stakeholders across the institution and ensuring alignment to institutional strategy, external regulatory requirements and sector good practice.
• Represent the Student Casework Team in university decision-making and governance forums.
• Participate actively in relevant external networks, forums and events as a representative of the university, bringing learning back into the institution.

About you:

You will be the institutional lead for student casework, playing a pivotal role in ensuring the effective management of individual student cases. You will have the opportunity to have a direct impact the student experience and contribute to the overall success of UWE.

To be successful, you will need to:

• Develop strong working relationships with colleagues across the institution, enabling you to influence decision-making and contribute to the delivery of positive outcomes for students.
• Establish yourself as the recognised practice lead in the institution through which to share your own expertise and learn from others.
• Be comfortable providing expert guidance, fostering continuous improvement and promoting institutional learning.
• Have strong people skills, able to build and sustain effective relationships and networks with individuals and teams across the wider institution.
• Flex your communication and influencing skills to work successfully with a variety of stakeholders, taking account of different audiences and key messages.
• Be willing and able to reflect upon, and learn from, feedback and experience to further develop your own practice and inform the ongoing development of your team and the services you deliver.

Further information
This post is based at our lively Frenchay campus.

This is a full-time, permanent post.

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