Casework Administrator

We are looking for a Casework Administrator to provide casework support.

Position: Casework Administrator

Location: Remote/Reading

Hours: 35-hour working week; part-time/flexible working considered. 80/20 split between remote and office-based working, equating to one office day per week

Salary: Starting salary of £24,349 with career progression opportunities

Contract: Full-time, permanent (part-time hours would be considered)

Benefits: 28 days’ annual holiday (rising to 33) plus bank holidays, Gym contribution membership (on completion of probation), Attractive pension scheme, Season ticket loan

Closing Date: 16^the February at 9am. Please note, the organisation is expecting a high volume of interest and may need to close applications without notice.  Please apply as soon as you are able to.

Interview Dates: Interviews will take place in the week beginning 28 February 2022.

The Role

As a Casework Administrator, you will be the first point of contact for students who are thinking

about making a complaint. You’ll help decide if the organisation can review a complaint and then support students while their complaints are being considered.

The primary focus of the role is to provide casework support. This will require the successful applicant to maintain accurate records on the progress of complaints through the review process, supporting students and case-handling colleagues.

The Casework Administrator role is a great starting point for someone looking to start a career in complaints handling or regulation.

Responsibilities

• General casework administration, including handling emails and telephone enquiries from students and higher education providers and responding appropriately.
• Logging Complaint Forms.
• Assessing the eligibility of complaints for review and notifying students of the outcome.
• Monitoring higher education providers’ compliance with recommendations/requests we make.
• 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 people who use the service who may be experiencing challenging situations and modifying the approach to best suit their needs.
• Recording accurate information on our database and spreadsheets.
• Data entry and administration.

About You

You will be someone who:

• Shares the values of integrity and independence, quality, openness and accessibility, service ethos, engagement, and equality and diversity.
• Has very strong customer service skills:
• Anticipates and adapts to the needs of people who use our service and keep them informed 
• Treats people fairly
• Enjoys helping people/problem solving
• Asks colleagues for help where necessary
• 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 very organised:
• Has effective systems in place to help manage own workload (diary, to-do list etc.)
• Can prioritise effectively
• Adapts to change and takes initiative when needed
• Acts with integrity and treats others with kindness, courtesy, dignity and respect.
• Is confident using IT

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

• Strong experience in a customer-facing role.
• Volunteered or worked in higher education supporting students
• Worked in a role resolving customer complaints
• A desire to start a career or change careers and use your work, study or life experiences to do worthwhile work.

The organisation values diverse backgrounds, life experiences and perspectives, and have a supportive and inclusive organisational culture. In particular, welcomes applicants from Black, Asian and other minority ethnic backgrounds who are currently underrepresented amongst the people.  Applications for full-time or part-time working and any other reasonable adjustments that you may need, will be considered.

You will be asked to submit your CV and a Supporting Statement as part of the application process.

Salary and Benefits

• A starting salary of £24,349 with career progression opportunities.
• A blended approach to office working allowing up to 80/20 split between remote and office-based working
• 35-hour working week; part-time working considered.
• Flexible Working Policy.
• Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays.
• Gym membership contribution (on completion of probation).
• Attractive pension scheme.
• Season ticket loan.

About the Organisation

The organisations vision is that students are always treated fairly and is working 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. These values underpin everything the organisation does and informs how it approaches its work.

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.

You may also have experience in roles such as Admin, Administration, Administrator, Casework Admin, Casework Administrator, Casework Administration, Casework Support, Complaint Handler, Complaint Officer, Caseworker, Customer Support, Customer Support Administrator, Customer Service Administrator, Call Centre Operator, Call Centre Complaint Handler. 

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