Resolution Support Officer

The Resolutions Support Officer will primarily provide administrative and casework support to the Resolutions Team to promote a positive student experience. This role will lead on administrative processes relating to the team, supporting complaints and student conduct procedures through accurate data capture, case administration, preparation of correspondence, maintenance of case records, and coordination of documentation for investigations and reviews., * To act as the first point of contact for the Resolutions Team in a confidential, sensitive and professional manner in accordance with the University’s procedures and sector requirements.

• To maintain office and administrative procedures to meet the needs of the team.
• To collect, co-ordinate and maintain information resources relevant to the work of the Resolutions Team including onward referral information; editing and maintaining web pages, producing documentation, maintaining communication templates and standard correspondence for team use.
• Through the casework tracker, record all cases received and updates on progress.
• To prepare and issue correspondence relating to all stages of the Student Complaints and Student Conduct procedures, ensuring communications are accurate, timely and compliant with University procedures.
• To prepare, collate and organise case files, evidence bundles and supporting documentation for Investigating Officers, Complaint Managers, Reviewers and other decision-makers, ensuring information is complete, accurate and presented in a clear and accessible format.
• To support the administration of complaints, conduct and review cases by monitoring deadlines, maintaining records and ensuring procedural requirements are met throughout the lifecycle of a case.
• Act as the administrative point of contact with the OIA, signposting OIA communication to Resolution Lead and Resolution Manager as appropriate.
• Support in the development of an evaluation programme in collaboration with the team to enable the institution to demonstrate and evidence the success of early resolution initiatives.
• Keep abreast with student conduct and complaints matters within the Higher Education sector.
• Support Resolutions Lead and Resolution Officer with Freedom of Information Requests.
• Any other duties as directed by the Resolutions Manager and Resolution Lead.

Experience of working in higher education

A/I

Experience of working in an administrative role

A/I

Knowledge of using information technology such as MS Office and databases, Communicates effectively, adapting the message for a diverse audience in an inclusive and accessible way

A/I

Experience of working as a team with a flexible approach

A/I

Ability to deal with highly sensitive and confidential matters

• a generous holiday entitlement (30 days per annum, plus bank holidays & closure days)
• Hybrid working (dependent on business needs)
• training & development support opportunities
• contributory pension scheme
• free gym membership for our on-site gym
• a range of staff discounts with major retailers.

We’re not trying to fit in with the higher education status quo. We’re challenging it. We’re doing things differently - because our students, our staff, and our world need us to.

So this is an exciting moment to join us. We’re boldly reimagining what a university can be: a place rooted in social mobility, a community where difference is celebrated, and an institution that empowers people to become more than they thought possible.