[Hiring] Student Caseworker @Regent College London

Role Description

The Student Caseworkers collaborate to ensure that all student casework is managed promptly and fairly, in accordance with the processes of Regent College London and its partners. This includes handling academic appeals, student complaints, disciplinary matters, and other related issues.

• To have oversight of student casework, enhancing the student experience through rapid resolution.
• End-to-end management of a set portfolio of student cases, including:
  • Collecting evidence
  • Preparing case files
  • Completing relevant paperwork
  • Coordinating communication between parties
• Monitor progress of individual cases, ensuring that published institutional timescales are met and that students are kept up to date with progress with their cases.
• Provide authoritative regulatory advice on the operation of the College’s student casework processes.
• Provide secretarial support as required, including:
  • Organising, taking minutes and writing follow-up reports at student hearings and panel meetings
  • Issuing completion of procedures letters on case conclusion as required
• Support with monitoring issues and trends for the purpose of updating and informing senior management and decision makers on casework within the College’s regulations and procedures.
• Work with the Director of Quality and Governance and other team members on the production of institutional reports on student casework, identifying issues, trends and patterns to inform learning from cases and making recommendations for developments and improvement for follow-up action.
• Support the preparation of College representations to the Office of the Independent Adjudicator, meeting appropriate deadlines and undertaking follow-up action as required, including:
  • Processing settlement agreement letters
  • Validating financial information
  • Following up any outstanding queries
• Work closely with colleagues in other parts of the College to ensure a joined-up student journey.
• Support effective information sharing within the team, ensuring records are kept up to date and case files are accessible to other team members to maintain the smooth delivery of the Student Casework service.
• In consultation with the Director of Quality and Governance, ensure that learning from student cases is passed to appropriate areas of the College and that follow-up action is taken.
• Assist with the development and delivery of staff training on casework procedures and best practices.
• Contribute to projects relating to Student Casework or other areas of the student journey where required.
• Identify opportunities for process improvement and contribute to the development of enhanced casework procedures.

Qualifications

• Experience of coordinating casework.
• Proven ability to write professional, clear and concise correspondence and reports.
• Experience of working in accordance with regulations, policies and procedures, and the implications of non-compliance.
• Previous experience of working in a casework coordination role in higher education (desirable).

Requirements

• Ability to communicate complex information clearly, both orally and in writing with excellent interpersonal skills.
• Methodical with excellent attention to detail.
• Ability to be patient and calm in difficult situations.
• Evidence of good analytical and investigative skills.
• Proficiency in Microsoft Office.
• Ability to work under pressure and to tight deadlines.
• Educated to degree level or equivalent (desirable).

Company Description