Student Casework Team Manager

at  University of the West of England

JOB REFERENCE

R07275
Are you a dynamic and experienced professional with a passion for student welfare and service excellence? We are seeking a Student Casework Team Manager to lead our dedicated Student Casework Team and help provide an inclusive and supportive university community where every student thrives!
About the role:
The Student Casework Team works across UWE Bristol and is responsible for supporting the formal processes through which we manage complaints from students or other stakeholders, appeals against formal decisions the University has taken, and the University’s Behaviour and Health Framework. The Behaviour and Health Framework brings together the University’s formal processes for managing student conduct, professional suitability and fitness to study and governs how we deliver effective interventions for students experiencing escalating difficulties.

In this role you will:

• Lead and manage the Student Casework Team, ensuring clarity of accountability for all staff through effective, person-centred performance management processes.
• Foster a collaborative and supportive environment within the team, encouraging professional development, continuous improvement and shared ownership of challenges and achievements.
• Ensure team members develop the necessary knowledge, skills and behaviours to deliver a high-quality service.
• Work with the Casework Operations Manager to optimize the allocation of team resources to meet casework demands.
• Oversee the work of the Student Casework Team, ensuring cases are managed efficiently and within the specified timescales.
• Respond appropriately and sensitively to crisis situations, collaborating with others to agree appropriate actions.
• Undertake reviews and provide support for appeal processes related to investigations led by members of your team.
• Lead and contribute to change projects, using your specialist knowledge to drive positive outcomes.
• In collaboration with senior managers, shape the direction of student casework and its relationship with wider student-facing services to ensure appropriate student support.
• Lead the development, implementation and review of relevant policies and procedures, engaging meaningfully with stakeholders across the institution and ensuring alignment to institutional strategy, external regulatory requirements and sector good practice.
• Represent the Student Casework Team in university decision-making and governance forums.
• Participate actively in relevant external networks, forums and events as a representative of the university, bringing learning back into the institution.

ADD YOUR INDIVIDUALITY TO OURS

UWE Bristol recognises the power of a truly diverse university community.
We are proud to be part of a vibrant, multicultural city that celebrates diversity, we’re always looking for talented people from all backgrounds to join us. Our people are our strength, and diversity enhances our creativity and leads to better decision-making and problem-solving. Bring your talent and ambition to our growing community and find yourself in a stimulating and supportive environment where you’ll thrive.
We particularly encourage applications from Black, Asian, Multiple Heritage or Other Minority Ethnic candidates as we are currently under-represented in these areas within UWE Bristol, however all appointments are made strictly on individual merit.
As a Disability Confident employer, we welcome applications from those who identify as having a disability.

WHERE IS THIS ROLE BASED?

This post is based at our lively Frenchay campus where we have invested in the latest facilities and resources to give both our staff and students access to everything they need to succeed.

In this role you will:

• Lead and manage the Student Casework Team, ensuring clarity of accountability for all staff through effective, person-centred performance management processes.
• Foster a collaborative and supportive environment within the team, encouraging professional development, continuous improvement and shared ownership of challenges and achievements.
• Ensure team members develop the necessary knowledge, skills and behaviours to deliver a high-quality service.
• Work with the Casework Operations Manager to optimize the allocation of team resources to meet casework demands.
• Oversee the work of the Student Casework Team, ensuring cases are managed efficiently and within the specified timescales.
• Respond appropriately and sensitively to crisis situations, collaborating with others to agree appropriate actions.
• Undertake reviews and provide support for appeal processes related to investigations led by members of your team.
• Lead and contribute to change projects, using your specialist knowledge to drive positive outcomes.
• In collaboration with senior managers, shape the direction of student casework and its relationship with wider student-facing services to ensure appropriate student support.
• Lead the development, implementation and review of relevant policies and procedures, engaging meaningfully with stakeholders across the institution and ensuring alignment to institutional strategy, external regulatory requirements and sector good practice.
• Represent the Student Casework Team in university decision-making and governance forums.
• Participate actively in relevant external networks, forums and events as a representative of the university, bringing learning back into the institution