Assistant Adjudicators

We are looking for an Assistant Adjudicator (AA) to work as part of the team responsible for reviewing and resolving the more complex complaints that cannot easily be resolved.

Position: Assistant Adjudicators - Complaint Handling

Location: Reading/remote

Hours: 35-hour working week; part-time working considered; opportunity for flexible working

Salary: Starting salary £41,129 with career progression opportunities

Contract: Full-time, permanent (part-time hours would be considered)

Closing Date: 10 February 2022 at 09:00am

Interview Dates: Interviews are expected to take place during the week commencing 21 February 2022.

The Role

As an Assistant Adjudicator (AA) you work as part of the team responsible for reviewing and resolving the more complex complaints that cannot easily be resolved. Working independently, within a framework for guidance, you will typically seek to find the most effective path to resolve complaints.

Your work will provide important learning to improve the higher education experience for all students.

Responsibilities:

• Review complex and entrenched complaints and make and communicate decisions about their resolution, seeking guidance where required
• Write and issue clear, concise, accurate and well-reasoned case decisions/Complaint Outcomes
• Manage a complex, varied and demanding caseload of complaints
• Obtain documentation and information from students and providers as necessary and analyse information to identify the most appropriate route towards resolution
• Contribute to the effective throughput of cases within the case-handling process
• Represent the organisation at external events and contribute in other ways of sharing good practice
• Contribute to the effective management of the core asset, specialist knowledge, by following internal guidance on good practice in knowledge management and sharing your knowledge appropriately with colleagues.

About You

You will be someone who:

• Shares the values of integrity and independence, quality, openness and accessibility, service ethos, engagement, and equality and diversity.
• Has outstanding skills in logical, analytical, and critical thinking.
• Can read and understand high volumes of text quickly, identify what information is relevant and evaluate evidence.
• Is comfortable making decisions which have a significant impact on other people’s lives.
• Can communicate clearly and concisely and explain decisions, both in writing and on the phone.
• Accepts that situations are sometimes uncertain and continues to strive for excellence despite this.
• Sees things from other people’s perspectives, recognising and accounting for the barriers they might face.
• Is aware of how decisions can be affected by unconscious bias and openly interrogates decision-making processes to minimise their impact.
• Is able to make difficult or unpopular decisions when necessary.
• Acts with integrity and treats others with kindness, courtesy, dignity and respect.

We would love to hear from you if you have one or more of the following:

• Can demonstrate the capability to look at problems and evidence with a critical eye, applying sound reasoning to reach and communicate logical and clear decisions.
• Worked in a role resolving complaints, mediation or arbitration.
• Experience in representing or supporting students
• Worked in a role applying legal principles outside the field of litigation

The organisation values diverse backgrounds, life experiences and perspectives, and have a supportive and inclusive organisational culture. In particular, welcomes applicants from Black, Asian and other minority ethnic backgrounds who are currently underrepresented amongst the people. Applications for full-time or part-time working and any other reasonable adjustments that you may need, will be considered.

Qualifications

Given the mission and purpose of the organisation, any higher education qualifications, degree subjects or demonstrable interest/commitment to higher education in all its forms will be considered.

Salary and Benefits

• Starting salary £41,129 with career progression opportunities.
• A blended approach to office working allowing up to 80/20 split between remote and office-based working
• 35-hour working week; part-time working considered; opportunity for flexible working.
• Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays.
• Gym membership (on completion of probation).
• Attractive pension scheme.
• Season ticket loan.

You will be asked to submit your CV and a Supporting Statement as part of the application process.

About the Organisation

The organisations vision is that students are always treated fairly and is working towards this by resolving complaints from students, sharing learning from complaints to help improve policies and practices, and working with other organisations in the higher education sector and beyond. These values underpin everything the organisation does and informs how it approaches its work.

As the organisation are growing to meet the continuing increased demand for services they are looking for skilled people who share the passion for fairness and want to do worthwhile work that makes a difference.

You may also have experience in roles such as Student Reps, HE Administration, HE Administrator, HE Admin Complaints Resolution, Complaints Resolution Officer, Complaints Resolution Coordinator, Mediation, Mediator, Arbitration, Legal principles, Case Officer / Adjudicator, Adjudicator, Casework Administrator, Social Worker Adjudicator, Education Adjudicator, Education Adjudicator, Complaints Officer, Complaints Handler, Complaints Liaison, Complaints Adjudicator, Case Handler.

PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation.