Casework Manager - Complaints

• Casework Manager –
• Complaints
• Proctors' Office, University
• Offices, Wellington Square, Oxford, OX1 2JD
• Casework Manager (Student
• Complaints)
• Proctors’ Office, University
• Offices, Wellington Square, Oxford, OX1 2JD

Grade 7: £39,424 - £47,779 p.a.

• The Proctors’ Office is seeking an
• experienced caseworker who will be responsible for the efficient and fair
• handling of individual student academic casework, principally student
• complaints. Working as part of a team you will manage your own portfolio of
• casework, undertaking investigations against the relevant University
• procedures, statutes and regulations. You will identify solutions, write
• briefings for the Proctors and draft outcome letters detailing the conclusions
• of the investigation. You will liaise with students and colleagues across the

collegiate University as well as external contacts and members of the public.

• The Proctors’ Office is an
• impartial and discrete team within the University which carries out work in
• support of decisions made by the Proctors and Assessor. The Casework Management
• team manages procedures and a busy caseload of complaints, appeals, and student
• conduct matters. They are pivotal in supporting colleagues across the
• University to deal with issues proactively and identify relevant learning

points for the University to enhance its provision and service delivery.

The appointment is offered on a

permanent basis. Hybrid working arrangements will be considered.

About you

To be successful in this role you

will have:

strong organisational skills and

be able to work systematically and to a high level of accuracy;

proven ability to prioritise and

manage a varied workload in an efficient manner;

the ability to demonstrate tact,

discretion and judgement in the handling of sensitive and confidential

matters;

excellent analytical, written and

verbal communication skills and demonstrable experience of working

independently;

• experience of casework within
• higher education would be an advantage. 
• What we offer 
• As an employer, we genuinely care
• about our employees’ wellbeing and this is reflected in the range of benefits

that we offer including:

• An excellent contributory pension
• scheme
• 38 days annual leave
• A comprehensive range of
• childcare services
• Family leave schemes
• Cycle loan scheme
• Discounted bus travel and Season
• Ticket travel loans
• Membership to a variety of social
• and sports clubs 
• Next steps and additional
• Information
• More information on the role and
• the full selection criteria can be found in the Job Description.  
• Applications for this vacancy are
• to be made online. You will be required to upload a CV and supporting statement
• as part of your application. The supporting statement must explain how you meet
• the selection criteria for the post using examples of your skills and
• experience. 
• The closing date for applications
• is 12.00 noon on 10 September 2026. Interviews are expected to take place

during week commencing 21 September 2026 and will be in person.