pecific Responsibilities:

Focused on providing a high quality service to students and staff, the Casework Manager is responsible for conducting formal investigations sensitively and appropriately into student complaints relating to the student experience and service level complaints o Formal investigation for consideration by the Formal Complaints Panel o Presentation to the Formal Complaints Panel o Extended formal investigation for those cases referred by the Panel for further review

Preparation of formal investigation reports for quality review

Input into appeal cases as required

Managing team of local casework officers

Draft reports to committees and board for quality review

Client service

Undertake investigations in line with SLAs

Develop knowledge and understanding of relevant rules, regulations, policy and procedures

Ensure that individual investigations are undertaken in a sensitive, professional and proportionate manner, in accordance with the University’s policies and in line with relevant external guidance.

Outcome reports must meet required standards, including those expected by the OIA, enabling students to understand the outcome.

Initiative and judgement will be required; the postholder will need to exercise tact and discretion in the handling of often highly sensitive and confidential matters.

Excellent organisational, analytical and communication skills are required

Teamwork

Manage the Casework Officers to ensure that the team provides exceptional and responsive service to students and staff

Monitor email inboxes and telephone lines and ensuring that sufficient cover is provided at all times.





Proactively engage with and follow guidance provided by other members of staff providing feedback where updates may be required.

Record data accurately and consistently.

Work with the team to identify trends; make recommendations for improvement in University provision

Support the delivery of business continuity protocols.

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.

General

In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned by the manager from time to time.

The job holder has a duty to take reasonable care for the health and safety of themselves and of other persons with whom they come into contact at work. The job holder also has a duty to co-operate with the University in complying with any statutory duty or requirement concerning health and safety at work. In particular, they must familiarize themselves with the Health and Safety Policy and its safety and fire procedures.

This is to be read in conjunction with the relevant Roles and Responsibilities Career Level document.

This is correct at November 2025 It may vary in consultation with the post holder to reflect changes within the marketplace and the University.

The hours of this post will normally be 35hrs per week. But the post holder will be required to take a versatile approach to their hours to meet the demands of the role, for which time off will be given (to be taken either in the week before or after a study weekend has taken place as ‘non working days’).

📌 Associate Consultant - Registry (Hyderabad)
🏢 GUS EDUCATION INDIA
📍 Hyderabad