Specialist - Casework (6-Month Contract)

Specific Responsibilities:

Provide administrative support with regard to formal complaints, appeals processes, disciplinary cases and collation of case files

• Monitor inbox, respond sensitively to students within SLA, liaise with colleagues as appropriate
• Organise formal complaints panels, collate documents and evidence, record decisions, manage publication of outcome responses to students
• Organise appeal panels, collate documents and evidence, record decisions, manage publication of outcome responses to students
• Record and track all engagements including decisions, identifying where SLAs are unlikely to be met, escalating as appropriate; report to managers as required
• Promote and sustain a constructive, supportive and friendly working relationship with all customers, external and internal, and University colleagues
• Provide guidance and assistance to colleagues as required to assist with Early Resolution of complaints
• Undertake initial investigation into complaints as requested by line manager
• Present cases to the Formal Complaints Panel as requested by line manager
• Collate documents and other evidence to assist with complaint investigations, appeals and OIA responses

Teamwork

• Work with colleagues to deliver an exceptional personal and responsive service to students and staff

Professional Skills

• Actively take responsibility for your own personal career development in all respects.
• Participate in training to maintain and update knowledge as required for the post.
• Through active networking and research develop an awareness and knowledge of the legal education market.

Skills

Essential

• Excellent written and oral Communication skills
• Good IT skills with the ability to effectively use MS Office suite (particularly Word, Excel and Outlook)

Behavioural

• Able to work co-operatively as part of a wider team.
• Able to manage own time effectively to meet tight deadlines and manage conflicting priorities.
• Able to provide a high level of service, support and advice to students, staff, and visitors.
• Strong soft skills including empathy, problem solving, communication, helpful, and positive attitude
• Meticulous attention to detail
• Able to deal calmly with difficult situations.
• Ability to handle sensitive matters with confidentiality and discretion.
• Able to communicate effectively orally and in writing and with a wide range of people.

Relevant Experience

Essential

• Experience of complaints handling
• Experience of dealing supportively with challenging customers, including those who are unhappy and/or distressed
• Relevant experience in the provision of high-quality customer service
• Experience of working with complex processes in a busy office environment
• Experience of providing information, advice and guidance to individuals on a one-to-one basis
• Experience of dealing with confidential and sensitive information