Student Resolution Manager

The role holder will have demonstrable experience at managing casework/investigations/appeals in a higher education setting. This will include experience at progressing and advising on complex and sensitive cases/investigations. Expertise in multiple areas will be a distinct advantage. Overall, the role holder will apply their skill set to casework, across multiple workstreams, under the oversight and guidance of the Head of SRRO. This provides a unique opportunity for a professional to broaden and deepen their knowledge across the relevant processes.

Key Responsibilities:

• Effectively manage the day-to-day operational administration of the SRRO’s casework, including email inboxes, correspondence, calendars, and other associated administration.
• Act as an initial senior point of contact for the department.
• Engage with all appropriate internal and external stakeholders through a variety of mediums.
• Effectively communicate information to a range of stakeholders, tailoring responses as appropriate with due regard to sensitivities, data protection, and safeguarding.
• Regularly review administrative processes and recommend updates to ensure efficiency and best experience for stakeholders.
• Support the Head of SRRO in undertaking reviews of relevant processes and procedures, providing recommendations and supervising implementation of agreed changes.
• Provide briefing and training sessions to staff on departmental remit and processes.
• Ensure a high standard of service is delivered to all stakeholders.
• Provide senior advice/guidance on the delivery of compliant casework and other enquiries relating to the department’s remit.
• Maintain an excellent knowledge of relevant policies, procedures, good practice frameworks, and other authoritative sources.
• Monitor, assess, and conduct timely reviews of all departmental casework, ensuring progress in accordance with agreed processes and timescales.
• Brief, update, and escalate matters to the Head of SRRO and wider senior management using a risk-based approach.
• Conduct initial risk assessments under the direction of senior staff.
• Flag any identified risk throughout the course of conducting duties or arising from a case/investigation to senior staff.
• Support colleagues to mitigate any identified risks, including implementing decisions made.
• Support and advise investigating officers/staff engaging with SRRO’s work, providing appropriate administrative support and issuing approved documentation.
• Support the Head of SRRO with the training and development of investigating officers.
• Directly engage with investigations and panels as appropriate.
• Make appropriate recommendations on potential next steps when progressing casework.
• Draft documentation and responses on behalf of the Head of SRRO, Senior Management, Investigating Officers, and Panels where required.
• Proactively collate and analyse information to inform decision-making, requests, and recommendations.
• Support the decision-making process for assessing appropriate disclosures under the direction and supervision of the Head of SRRO.
• Line-manage the Student Resolution Officer (1 FTE), ensuring appropriate work, tasks, and supervision/guidance is provided.
• Distribute appropriate tasks, supervision, and training to personnel supporting the department’s work.
• Act as a senior member of the team in the absence of the Head of SRRO.
• Act as secretary/note-taker to university meetings, including appeal and disciplinary panels.
• Take appropriate minutes for a range of meetings, including interviews conducted by staff with students.
• Analyse information to a high standard.
• Ensure all duties are conducted compliantly with GDPR/data protection/safeguarding frameworks.
• Foster and maintain excellent working relationships with Faculty/Academic and Professional Services staff across Northeastern University’s global campus/network.
• Proofread and issue documentation and correspondence to a professional/high standard.
• Compile, redact, review, and distribute casefiles/documents where necessary.
• Perform any other duties commensurate with the level of responsibility of this post.
• Occasional travel and work in unsociable hours may be required.

Essential Qualifications:

• Undergraduate degree or equivalent in work experience.
• Managing casework/investigations/appeals in a higher education setting.
• Working and interpreting relevant formal frameworks and documentation.
• Providing advice and guidance to a range of stakeholders, including senior staff.
• Collaborating with a range of stakeholders to reach a common objective.
• Progressing and advising on complex and/or sensitive matters relevant to the department's remit.
• Excellent written and verbal communication skills.
• Good analytical skills, including accuracy and eye for detail.
• Engage with challenging/sensitive topics.
• Ability to prioritise and organise workload using a risk-based approach.
• Ability to conduct duties systematically and in accordance with established processes.
• Knowledge/awareness of Higher Education policies and procedures.
• Ability to conduct duties with diplomacy, tact, and due regard to sensitivity.
• Demonstrable commitment to develop and learn new skills.
• Self-motivated and deadline focused.

Northeastern University London (NU London) is a prestigious higher education institution based in the heart of London and is part of Northeastern University’s global campus network. Overlooking the River Thames near Tower Bridge, NU London offers academically challenging educational programmes designed to inspire innovative thinking, encourage interdisciplinary study, and provide global experiences.