Student Caseworker

We are looking for an ambitious and innovative individual with the capability and drive to be part of UWE Bristol’s Student Casework service.
About the role: As a Student Caseworker you will have responsibility for your own case load providing the operational delivery of casework services to students for the university. The Student Casework Team works across the institution 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 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 Student Caseworker, you will play a key role in the delivery of casework services, managing your caseload and delivering advice and guidance on casework service to the institution. Using insights from UWE casework and awareness of wider sector developments to inform your own proactive continuous improvement as well as supporting enhancements to the student experience. Based in Student and Academic Services, you will work with colleagues across professional services and academic schools to put our students at the heart of what we do.
You will maintain an operational overview of your caseload as well as an awareness of activity within the team while. 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 and close to the point of difficulty as possible. Proactive and pragmatic, you will take a solution-focused approach to addressing and resolving issues that may arise, always mindful of the University’s strategic vision and values, agreed service standards and the expectations of external regulatory bodies.
About you: You combine knowledge and understanding of best practice in the design and delivery of effective customer service, customer support and the delivery of people-centric issue resolution.
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 an advice or support capacity or have a broad understanding of the context, pressures and challenges facing young people and/or adult learners today. Alternatively, you might have experience in customer services, complaints resolution or client issue handling. More important to us are your ability to lead and motivate a team, to ensure effective prioritisation of a varied and complex workload and to deliver a high-quality people-centred service.
Energetic and resilient, you enjoy working at pace and are comfortable leading and working with uncertainty, incomplete information and complexity. You have excellent communication and influencing skills and establish credibility quickly with staff at all levels. You are passionate about the power of higher education to transform lives and will inspire your team individually and collectively to deliver the best possible support for students.
Why UWE Bristol?
We are one of the largest providers of Higher Education in the South West with 36,000 students and 4,200 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.
In addition to progressive pay rates, we offer a wide range of employee benefits including generous annual leave and pension schemes as well as opportunities for training and personal development.
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.
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.
Further information
If you would like an informal discussion, please contact Jess Wood on 0117 328 2283 (Jessica.Wood@uwe.ac.uk) or Charlotte Lawrence on 0117 328 2409 (Charlotte.Lawrence@uwe.ac.uk ).
As a Disability Confident employer, we welcome applications from those who identify as having a disability.
This is a full-time permanent post working 37 hours per week.
Interviews are likely to take place week commencing 18 March 2024.
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.

Proud member of the Disability Confident employer scheme