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Student Administration and Academic Affairs works to enable an excellent experience for students during their time at the University of York. We provide information, advice, guidance and support to students and colleagues across the University, who rely on our expertise and processes to support the student lifecycle. The roles will become part of the Special Cases and Complaints teams. The Special Cases team handles academic appeals and student casework for taught students, as well as providing advice to colleagues across the University on the application of regulation and policy to individual student cases. The Complaints team is responsible for implementing the complaints process relating to the services the University provides. We are currently recruiting 4 case officers on a fixed term contract.
You will be part of Student Administration and Academic Affairs as an officer responsible for delivery of key areas of work and the implementation of associated policies, including contributing to service improvement activity. These roles will focus principally on supporting the work of the Special Cases and Complaints team, which handles student appeals and other casework relating to taught student progression and student complaints relating to the services the University provides. The post-holder will ensure compliance as to the handling of complaints and producing satisfactory outcomes as to the complaints process, complaints policies and in line with the Office of the Independent Adjudicator’s Good Practice Framework. The role includes advising colleagues in academic departments, investigating appeals and complaints, and making decisions on cases, as well as communicating outcomes to students. The post holder will have or gain a good knowledge of the University’s regulations as they apply to students, and will have excellent analytical and communication skills, both written and verbal. The post-holder will lead on specific tasks and deliver agreed outcomes as part of the Student Administration and Academic Affairs, and will provide advice and support to colleagues and service users.
Interview date: To be confirmed
For informal enquiries: Please contact Daisy Bowen: daisy.bowen@york.ac.uk.
The University strives to be diverse and inclusive – a place where we can ALL be ourselves.
We particularly encourage applications from people who identify as Black, Asian or from a Minority Ethnic background, who are underrepresented at the University.
We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff. #EqualityatYork
York is one of the most successful universities in the UK.
With world-class activity across the spectrum from the physical sciences, life sciences, and social sciences to the humanities, we have been recognised as one of the top 100 universities in the world, gaining outstanding results in official assessments of our research and teaching.