Specific Responsibilities:

Provide administrative support with regard to formal complaints, appeals processes, disciplinary cases and collation of case files

- Monitor inbox, respond sensitively to students within SLA, liaise with colleagues as appropriate

- Organise formal complaints panels, collate documents and evidence, record decisions, manage publication of outcome responses to students

- Organise appeal panels, collate documents and evidence, record decisions, manage publication of outcome responses to students

- Record and track all engagements including decisions, identifying where SLAs are unlikely to be met, escalating as appropriate; report to managers as required

- Promote and sustain a constructive, supportive and friendly working relationship with all customers, external and internal, and University colleagues

- Provide guidance and assistance to colleagues as required to assist with Early Resolution of complaints

- Undertake initial investigation into complaints as requested by line manager

- Present cases to the Formal Complaints Panel as requested by line manager

- Collate documents and other evidence to assist with complaint investigations, appeals and OIA responses

Teamwork

- Work with colleagues to deliver an exceptional personal and responsive service to students and staff

Professional Skills

- Actively take responsibility for your own personal career development in all respects.





- Participate in training to maintain and update knowledge as required for the post.

- Through active networking and research develop an awareness and knowledge of the legal education market.

Skills

Essential

- Excellent written and oral Communication skills

- Good IT skills with the ability to effectively use MS Office suite (particularly Word, Excel and Outlook)

Behavioural

- Able to work co-operatively as part of a wider team.

- Able to manage own time effectively to meet tight deadlines and manage conflicting priorities.

- Able to provide a high level of service, support and advice to students, staff, and visitors.

- Solid soft skills including empathy, problem solving, communication, helpful, and positive attitude

- Meticulous attention to detail

- Able to deal calmly with difficult situations.

- Ability to handle sensitive matters with confidentiality and discretion.

- Able to communicate effectively orally and in writing and with a wide range of people.

Relevant Experience

Essential

- Experience of complaints handling

- Experience of dealing supportively with challenging customers, including those who are unhappy and/or distressed

- Relevant experience in the provision of high-quality customer service

- Experience of working with complex processes in a busy office environment

- Experience of providing information, advice and guidance to individuals on a one-to-one basis

- Experience of dealing with confidential and sensitive information

📌 Specialist - Casework (6-Month Contract) (Hyderabad)
🏢 GUS EDUCATION INDIA
📍 Hyderabad