Job Description

Salary

Grade G: 38,784 - 46,049

Contractual hours

37

Basis

Full time

Region

Temporary - Full time

Job Type

Administrative

Job reference

R09090



The Student Casework Team 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 is the University's formal process for managing student conduct, professional suitability and fitness to study and is responsible for delivering effective interventions for students experiencing escalating difficulties.

As a Senior Student Caseworker, you will become an expert in the university's complaints and appeals procedures and our Behaviour and Health Framework and will deliver advice and guidance across the institution. You will work collaboratively as a senior member of the Student Casework Team to ensure the effective operational delivery of casework services to students, managing your own caseload and maintaining awareness of activity across the team as a whole. You will use insights from UWE casework and wider sector developments to inform your own proactive continuous improvement, as well as supporting enhancements to the student experience. You will work with other team members to deliver a respected and responsive service, embedding a risk-informed approach alongside standard operating procedures to ensure the University responds to issues as quickly as possible and within tight procedural timeframes.

About you

Proactive and pragmatic, you take a solution-focused approach to addressing and resolving issues, always mindful of the University's strategic vision and values, agreed service standards and the expectations of external regulatory bodies. You combine knowledge and understanding of best practice in effective customer service and commitment to delivering people-centric issue resolution.

Energetic and resilient, you enjoy a fast-paced environment and are comfortable working with uncertainty, complexity and incomplete information. You have excellent communication and influencing skills, establish credibility quickly with staff at all levels, and are experienced in providing timely and appropriate advice, guidance and support to service users. You will take ownership and accountability for your own caseload and will be confident in upholding policies in a positive and constructive manner, finding the best outcomes for all service users.

We are keen to hear from applicants with a wide range of backgrounds and don't need you to have direct experience of working in higher education. For example, you might currently work with people in a complaints and resolution role or in an advice or support capacity. You will have experience in customer services, complaints resolution or client issue handling or alternatively have a broad understanding of the context, pressures and challenges facing young people and/or adult learners today. More important to us is your ability to prioritise and manage a varied and complex workload and to deliver high-quality people-centred services.

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.

Why UWE Bristol?

We are one of the largest providers of Higher Education in the South West with 38,000 students and 4,000 staff from right across the globe. Based in Bristol, one of the UK's most exciting and forward-thinking cities, we are regionally embedded and globally connected, with an established network of employer and academic partners.

We offer a wide range of employee benefits including progressive pay rates, generous annual leave and career average pension schemes as well as retail savings, onsite nursery and opportunities for training and personal development.

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 Global Majority and male candidates as we are currently under-represented in these areas within this team at 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.

Further information

If you would like to speak to us to find out more about this role please contact Ian Stratton on 0117 328 2013 or email: Ian.Stratton@uwe.ac.uk

Interviews will take place at our Frenchay Campus

This is a fixed term maternity cover role expected to last from May 2026 - April 2027

This post is not available on a job share basis.

UWE Bristol is a campus-based University and it is vital to our success and the delivery of an outstanding experience for our students that our campuses are dynamic and vibrant places to learn and spend time. This role is therefore campus based for at least 60 percent of your time, with opportunity to work from home for the remaining time, subject to the requirements of the role across the academic year.

To ensure fairness and equity all salary offers will be made in line with the University's salary assessment guidelines and will be based on your relevant skills and experience.

We are unable to provide sponsorship for this role under the Home Office Skilled Worker visa route. As we are unable to sponsor anyone requiring a visa for this role candidates must therefore be able to provide their own right to work in the UK.

Should you be shortlisted you will be asked to provide your right to work documents at your interview. Please refer to the Home Office Right to Work Checklist which provides details of which documents are acceptable.

Please note that UWE does not cover any visa or health surcharge costs.

Advice to applicants

We'd love to hear from you - if you are excited about joining us at UWE please complete our application form as soon as possible.

Tell us about how your skills and experience relate to the requirements of this role by describing how you meet each of the essential and desirable criteria listed in the Person Specification section of the , and include specific examples wherever possible.

Once we have completed shortlisting we will let you know the outcome of your application by email, so please check your inbox for updates.