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Student Services Officer (Special Cases)

Student and Academic Services
Based at
University of York - Heslington Campus
Hours of work
Contract status
Fixed term
25,941 - 31,866 a year
Interview Date
3 September 2020
Posted Date
Apply by
Job Reference

Role Description


Student Services work 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 work with them from their enrolment through to their graduation.  We also provide advice and guidance to colleagues across the University who rely on our expertise and processes to support the student lifecycle.   The work of the Service is important in ensuring that the University meets a number of statutory compliance duties.    

We are committed to excellence and work in a collaborative and fast-moving environment. We expect staff to work flexibly and to move within teams and specialisms as they develop a rewarding career in Higher Education.   In this role you will work independently and as part of a team and will be willing and able to learn policies, systems and processes quickly.

This role will be based in the Special Cases team, preparing case documentation for decisions, taking decisions on straightforward cases, and working as part of a specialist team of case officers.   If you have a strong sense of natural justice, an ability to apply policy and regulation to the analysis of complex student cases and to communicate effectively to advise decision makers this role should be of interest to you.


Based within Student Services as an officer responsible for delivery of key areas of work and the implementation of associated policies, including contributing to service improvement activity. The role is to cover a period of maternity leave and is also available on a secondment basis.  This job will focus principally on handling student appeals and other casework relating to student progression, where progression is not as expected. This includes advising colleagues in academic departments, investigation, preparing cases for consideration by the University's Special Cases Committee, and taking decisions on certain types of cases, as well as communicating outcomes to students. Ideally you will have a good knowledge of the University’s regulations as they apply to students, you will have excellent analytical and communication skills and be able to absorb large volumes of information and identify the key points, with reference to University procedure and regard for natural justice.  You will be able to concisely yet comprehensively summarise complex cases, and present those with recommendations to the Special Cases Committee.  You will also be able to write detailed letters to students explaining decisions taken on their cases, with due regard to the sensitive content of those letters.  You will lead on specific tasks and deliver agreed outcomes as part of the student academic progress section of Student Services and will provide advice and support to colleagues and service users.

Skills, Experience & Qualification needed

  • Educated to at least ‘A’ Level standard or equivalent, or have comparable work experience
  • Thorough knowledge of administrative procedures and processes used in a busy office within a large complex organisation
  • Excellent oral and written communication skills, with the ability to provide detailed advice and guidance on specialist defined processes and procedures to internal and external contacts
  • Excellent teamwork and interpersonal skills
  • Experience of providing an excellent standard of customer service
  • An energetic, professional and thorough approach to work, with an eye for detail, with an understanding of the importance of accurate data
  • Highly motivated, able to learn quickly and work independently or as part of a team
  • Professional, diplomatic and confident in dealing with a wide range of people and situations
  • Ability to remain calm under pressure and work to tight deadlines.
  • An understanding of data protection legislation

For informal enquiries: Kathryn Lucas or Robert Simpson on 01904 32 2158 or

The University is committed to promoting a diverse and inclusive community  – a place where we can all be ourselves and succeed on merit. We offer a range of family friendly, inclusive employment policies, flexible working arrangements, staff engagement forums, campus facilities and services to support staff from different backgrounds.

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