Ombudsman Case Handler

Do you have a passion for fairness and want to do work that makes a positive difference to someone s life? Are you skilled in complaint handling and provide excellent customer service? If so then we would love to hear from you.

We have exciting opportunities within the Assessment & Resolution Team for someone who wants to work in a lively and collaborative environment helping students who have unresolved complaints about their higher education provider.

This is also a fantastic opportunity for graduates with an interest in the higher education and ombudsman sectors. Full training and mentoring will be given.

Position: Ombudsman Case Handler

Location: Reading/Hybrid

Hours: Full-time, 35 Hours per week, Part-time working considered

Salary: GBP31,358 per annum

Contract: Permanent

Benefits:

Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidaysContribution to Gym membership (on completion of probation)Attractive defined benefit pension schemeEnhanced maternity and paternity pay

Closing Date: Friday 5th January 2024

Interviews: will be held remotely from week commencing 15 January 2024.

About the Organisation

The charity s vision is that students are always treated fairly and it works towards this by resolving complaints from students, sharing learning from complaints to help improve policies and practices at higher education providers, and working with other organisations in the higher education sector and beyond.

About the Role

As a Case-handler you will work as part of the team responsible for conducting the initial assessment process for complaints and for resolving complaints. It is a challenging and public-facing role with a varied and interesting caseload that involves extensive interaction with students and universities/colleges.

Full training will be provided and a mentor will be at hand to help support and help you understand the needs and demands of the role.

Responsibilities

Determine whether complaints are eligible for review and communicate decisions to students;Request and obtain documentation and information from higher education providers, students and student representatives;Promote early resolution of cases by contacting students, student representatives and providers with a view to negotiating the early settlement of complaints;Provide effective guidance to students, student representatives and providers on the OIA s case-handling process, possible remedies and typical timeframes;Conduct reviews of complaints, draft and issue Complaint Outcomes

About You

Excellent written and oral/ telephone/video call communication skills.Excellent interpersonal skills.Customer service focus.High level of accuracy and attention to detail.Ability and willingness to learn new processes and procedures with a positive attitude.Resilience to work in a demanding and high-volume environment.Comfortable with technology and with the ability to adjust to new and changing IT systems and processes.Strong and recent experience of using Microsoft Word, Excel and Outlook.

The charity values diverse backgrounds, life experiences and perspectives. It has a supportive and inclusive organisational culture and would like the organisation to be representative of the community and the people who use its service. It welcomes applications from candidates from all backgrounds, in particular, it would welcome applicants from black, Asian, and minority ethnic backgrounds. Applications for full-time or part-time working will be considered.

Qualifications

Given the mission and purpose, we will consider any higher education qualifications, degree subjects or demonstrable interest/commitment to higher education in all its forms.

You may also have experience in roles such as Customer Service, Complaint Handler, Case Handler, Ombudsman, Resolution, Resolution Case Handler, Resolution Worker, Case-Handler, Complaints Handler, Junior Complaints Handler, Graduate Complaints Handler, Telephone Complaints Handler, Customer Care, Customer Care and Complaints Handler, Complaint Handler and Client Liaison, Complaints Investigation, Disputes, Disputes Handler, Complaints and Disputes Handler, Complaints Officer, Disputes Officer.

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