Ombudsman Complex Complaint Adjudicator

Are you skilled at analysing and investigating complex complaints and finding ways to resolve disputes? Or are you looking for a case-handling role in a professional, collaborative and service-user focused environment where you can use your knowledge of higher education? If so, we would love to hear from you.

We are the ombudsman service that deals with complaints from students at higher education providers and universities in England and Wales. We are looking to recruit talented professionals into our case-handling team in the role of Assistant Adjudicator.

You will be skilled at evaluating large amounts of written information as well as exercising your judgment to reach well-reasoned decisions and to resolve complaints. You will have the skills and flexibility to manage a varied and demanding caseload. You will be able to clearly and persuasively explain your decisions and to communicate with different service users in writing and/or by telephone or video calls.

The Role

You will manage your own caseload and will be responsible for the review and resolution of complaints from individual students about their higher education provider.

Your cases will typically be complex with a higher level of risk or the potential to have a greater impact on the student, the provider and/or on our organisation.

The information and electronic files you work with will typically involve large amounts of written documentation.

You will identify and pursue early resolution of complaints by communicating with students, student representatives and higher education providers. Where early resolution is not possible, you will review complaints and draft and issue written Complaint Outcomes in accordance with our guidance and best practice framework.

You will be expected to provide excellent customer service and as well as progressing cases in a timely way. You will have a targeted number of cases to review and close each month.

You will have outstanding analytical and communication skills, and the ability to communicate decisions in writing and verbally. You will have a pragmatic and proactive approach.

Full training will be given during your induction period and you will be guided by a mentor and your manager throughout this time. Job progression throughout the organisation is encouraged and supported.

The full Job Description and Person Specification for the post is here

We anticipate holding interviews week commencing 16 and 20 June 2025 although these dates may vary. These will be in-person interviews at our Reading office.

At the OIA we use Applied for our recruitment. Applied aims to overcome unconscious bias in recruiting. Instead of using your CV alone, we'll be asking you to answer questions to test skills needed for the role. The responses are then anonymised, and reviewed in a random order by members of our team.

If you need any adjustments to the process because of a disability please contact the recruitment team.