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- Tasks: Help students resolve complaints and ensure fairness in higher education.
- Company: Join a supportive organisation dedicated to student rights and fair treatment.
- Benefits: Generous holiday, gym membership contribution, and enhanced parental leave.
- Why this job: Make a positive impact on students' lives while developing your skills.
- Qualifications: Strong communication skills and a passion for customer service.
- Other info: Flexible hybrid working with full training and mentoring provided.
Do you have a passion for fairness and want to do work that makes a positive difference to someone's life? Are you skilled in complaint handling and provide excellent customer service? We have exciting opportunities in the Assessment and Resolution Team for someone who wants to work in a lively and collaborative environment helping students who have unresolved complaints about their higher education provider.
Full training and mentoring will be given and we'd welcome applications from a range of applicants, including graduates, with an interest in higher education and the ombudsman sector or those looking for a career change. If this sounds like something you're interested in, then apply today!
This is a fantastic hybrid working opportunity with a flexible organisation.
Position: Case-handler
Location: Reading/Hybrid
Hours: Full-time, 35 Hours per week (part-time working considered)
Salary: Starting salary £34,099.
Contract: Permanent
Closing Date: 10:00am, 02 March 2026
Interviews: Week commencing 13th April
Benefits include:
- Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays
- Contribution to Gym membership (on completion of probation)
- Attractive defined benefit pension scheme
- Enhanced maternity and paternity pay
About the Organisation
Join an organisation with a vision where students are always treated fairly and the team work towards this by resolving complaints from students, sharing learning from complaints to help improve policies and practices at higher education providers, and working with other organisations in the higher education sector and beyond.
About the Role
As a Case-handler you will work as part of the team responsible for conducting the initial assessment process for complaints and for resolving complaints. This is a public-facing role with a varied and interesting caseload that involves extensive interaction with students and universities/colleges.
Full training will be provided and a mentor will be at hand to help support and help you understand the needs and demands of the role. Please note that minimum office attendance of one day a week is required, and more attendance will be needed during your probationary period (6 months). All successful candidates will start at the starting salary point shown and this is non-negotiable.
Responsibilities include:
- Determine whether complaints are eligible for review and communicate decisions to students;
- Request and obtain documentation and information from higher education providers, students and student representatives;
- Promote early resolution of cases by contacting students, student representatives and providers with a view to negotiating the early settlement of complaints;
- Provide effective guidance to students, student representatives and providers on the case-handling process, possible remedies and typical timeframes;
- Conduct reviews of complaints, draft and issue Complaint Outcomes
About You
You will have:
- Excellent written and oral/telephone/video call communication skills.
- Excellent interpersonal skills.
- A customer service focus.
- High level of accuracy and attention to detail.
- Ability and willingness to learn new processes and procedures with a positive attitude.
- Resilience to work in a demanding and high-volume environment.
- Comfortable with technology and with the ability to adjust to new and changing IT systems and processes.
- Strong and recent experience of using Microsoft Word, Excel and Outlook.
The charity values diverse backgrounds, life and work experiences, and perspectives. It has a supportive and inclusive organisational culture and would like the organisation to be representative of the community and the people who use its service. It welcomes applications from candidates from all backgrounds, in particular, it would welcome applicants from black, Asian, and minority ethnic backgrounds. Applications for full-time or part-time working will be considered.
Qualifications
Given the mission and purpose, we will consider any higher education qualifications, degree subjects or demonstrable interest/commitment to higher education in all its forms. You may also have experience in roles such as Customer Service, Complaint Handler, Case Handler, Ombudsman, Resolution, Resolution Case Handler, Resolution Worker, Case-Handler, Complaints Handler, Junior Complaints Handler, Graduate Complaints Handler, Telephone Complaints Handler, Customer Care, Customer Care and Complaints Handler, Complaint Handler and Client Liaison, Complaints Investigation, Disputes, Disputes Handler, Complaints and Disputes Handler, Complaints Officer, Disputes Officer.
Ombudsman Case Handler in Reading employer: NFP People
Contact Detail:
NFP People Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ombudsman Case Handler in Reading
✨Tip Number 1
Get to know the organisation! Research their values and mission, especially around fairness in higher education. This will help you tailor your approach during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of interaction with students and providers, being able to articulate your thoughts clearly is key. Try mock interviews or even chat with friends about your experiences.
✨Tip Number 3
Showcase your customer service experience! Whether it's handling complaints or resolving issues, highlight any relevant experiences in your discussions. We want to see how you can bring that expertise to the team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and keen on joining our team!
We think you need these skills to ace Ombudsman Case Handler in Reading
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight your skills in complaint handling and customer service. We want to see how your experiences align with the role of an Ombudsman Case Handler, so don’t hold back!
Show Your Passion for Fairness: In your written application, let us know why you’re passionate about fairness and helping students. Share any relevant experiences that demonstrate your commitment to making a positive difference in people's lives.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate well-structured applications that are easy to read and understand.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way to ensure your application gets to us directly. Plus, you’ll find all the details you need about the role and our organisation there.
How to prepare for a job interview at NFP People
✨Know Your Stuff
Before the interview, make sure you understand the role of an Ombudsman Case Handler. Familiarise yourself with the complaint handling process and the importance of fairness in resolving issues. This will show your genuine interest and help you answer questions confidently.
✨Showcase Your Skills
Highlight your excellent communication and interpersonal skills during the interview. Prepare examples from your past experiences where you've successfully handled complaints or provided outstanding customer service. This will demonstrate your ability to thrive in a public-facing role.
✨Ask Thoughtful Questions
Prepare some insightful questions about the team dynamics and the training process. This not only shows your enthusiasm for the role but also helps you gauge if the organisation's culture aligns with your values, especially regarding fairness and support.
✨Be Yourself
Don’t forget to let your personality shine through! The organisation values diverse backgrounds and perspectives, so being authentic can help you stand out. Share your passion for higher education and how you can contribute to making a positive difference in students' lives.
