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

Skilled 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
Valuable 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 serv

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