Ombudsman Case-handler

Are you skilled in complaint handling and provide excellent customer service? Or do you have knowledge of higher education and are looking to develop your career in a professional and supportive environment? If so we would love to hear from you.

We are the ombudsman service that deals with complaints from higher education service users and we are looking to recruit talented people into our case-handling team. You will be analytical, have great attention to detail and be enthusiastic about helping to resolve disputes.

The Role

You will promote and assist early resolution of complaints by communicating with students, student representatives and higher education providers.

You will provide effective guidance to students, student representatives and higher education providers on the OIA’s case-handling process, possible remedies and typical timeframes

For those complaints that cannot be closed through early resolution, you will review the complaints and draft and issue Complaint Outcomes in accordance with our guidance and best practice framework. You will have a targeted number of cases to review and close each month.

You will have outstanding communication skills, strong attention to detail, and a pragmatic approach.

Full training will be given during your induction period and you will be guided and supported by a mentor and your manager throughout this time.

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

Interviews will be scheduled for week commencing 15 January 2024 and will be held remotely.

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.