Case Handler

NFP People on behalf of Office of the Independent Adjudicator
£30058 Per Annum
24 May 2022
13 Jun 2022
Contract Type

Case Handler

We have an exciting opportunity for skilled people who share our passion for fairness and want to do worthwhile work that makes a difference. This is also a fantastic opportunity for recent graduates with a proven interest to start their career in the higher education and ombuds sectors.

Position: Case Handler

Location: Reading/remote

Hours: Full-time, 35 hours, part-time working considered

Salary: Starting at £30,058 (salary progression Grade 3 £30,058 - 35,062 and progression Grade 4 £35,904 - £41,289 for Senior Case-handler)

Contract: Permanent

Closing Date: Monday, 13 June 2022 at 09:00am. We are expecting a high volume of interest and may need to close applications without notice. Please apply as soon as you can.

Interviews are expected to take place between Thursday 23 June and Thursday 7 July 2022.

About the Office of the 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.

We are growing to meet the continuing 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 Case-handler, you work as part of the team responsible for conducting the initial assessment process for complaints.  It is a challenging and public-facing role with a varied and interesting caseload that involves extensive interaction with students and universities/colleges.

Full training will be provided and a mentor will be at hand to help support you understand the needs and demands of the role. Your work will provide important learning to improve the higher education experience for all students.


  • Determine whether complaints are eligible for review and communicate decisions
  • Request and obtain documentation and information from higher education providers (‘HEPs’), students and student representatives
  • Promote early resolution of cases by contacting students, student representatives and HEPs with a view to negotiating the settlement of complaints
  • Provide effective guidance to students, student representatives and HEPs on the OIA’s case-handling process, possible remedies and typical timeframes
  • Conduct reviews of complaints, draft and issue Complaint Outcomes
  • Contribute to the development of the OIA’s knowledge management system

About You

You will be someone who:

  • Likes helping people
  • Enjoys getting things right
  • Is friendly and has a good telephone manner
  • Has a good eye for detail
  • Shares our values of integrity and independence, quality, openness and accessibility, service ethos, engagement, and equality and diversity
  • 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 organised

We would love to hear from you if you have one or more of the following:

  • Can demonstrate a reasonable understanding of good customer service.
  • Enjoy problem-solving and helping others.
  • Worked in a customer service role previously.
  • A desire to change careers and use your work and life experiences to do worthwhile work.
  • Good ability to use Microsoft Office products to perform your work.

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 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.


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

  • Starting salary £30,058 with career progression opportunities; we have various case handling roles at different seniority levels so this is an ideal starting position
  • A blended approach to office working allowing up to 80/20 % split between remote and office-based working over weekly/fortnightly period
  • 35-hour working week; part-time working considered; opportunity for flexible working with core hours
  • 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.

You may also have experience in roles such as Graduate, Intern, Customer Service, Complaint Handler, Case Handler, Ombudsman, Resolution, Resolution Case Handler, Resolution Worker, Case-Handler, Complaints Handler, Junior Complaints Handler, Graduate Complaints Handler, Telephone Complaints Handler, Customer Care, Customer Care and Complaints Handler, Complaint Handler and Client Liason, Complaints Investigation, Disputes, Disputes Handler, Complaints and Disputes Handler, Complaints Officer, Disputes Officer.

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

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