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# Resolution Support Officer

- **Company:** Buckinghamshire New University
- **Location:** High Wycombe, UK
- **Salary:** £29,588.0 - £33,002.0
- **Contract:** Permanent contract
- **Skills:** Databases, Microsoft Office, Web Pages, Information Technology
- **Published:** September 25, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=ee03f8aab82645b1

## About the Role

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

## Description

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.