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Closing in 6 days
NFP People, Multiple Locations (Hybrid)
Starting salary of £47,306 salary progression Grade 5 £47,306 - £55,350
Posted 1 week ago
NFP People, Multiple Locations (On-site)
£38,000 - £42,000 per annum
Posted 2 weeks ago
NFP People, Multiple Locations (On-site)
£40,041 pro rata per annum (£24,024 actual per annum)
Posted 1 week ago
Closing in 3 days
NFP People, Multiple Locations (On-site)
Grade 3 SCP 8 £23,864- £24,829 (with a pay award pending of minimum 7% in May 25)
Posted 1 week ago
Closing tomorrow
NFP People, Remote
£32,500 to £37,000 0.8 FTE (dependent upon experience)
Posted 3 weeks ago
NFP People, Remote
circa £27,400 per annum for 35 hours per week, pro rata for less hours
Posted 4 days ago
NFP People, Multiple Locations (Hybrid)
£16,068 per annum (pro-rata FTE £26,780)
Posted 4 days ago
NFP People, Remote
Circa £23,088 pa (inner £3,160 pa / outer £1,820 pa) London weighting
Posted 4 days ago
Ben Leach Associates, Remote
£35,800 - £38,800 per year
Posted 2 weeks ago Apply Now
Closing tomorrow
NFP People, Remote
Circa £27,400 pa (inner £3,950 pa / outer £2,100 pa) London weighting
Posted 2 weeks ago
Closing in 5 days
NFP People, Remote
FTE circa £27,435 per annum
Posted 2 weeks ago
Page 5 of 10
South East (Hybrid)
England, United Kingdom
Reading, Berkshire
Starting salary of £47,306 salary progression Grade 5 £47,306 - £55,350
Full-time
Permanent
Job description

Ombudsman Complex Complaints Adjudicator 

Are you skilled at analysing and investigating complex complaints and finding ways to resolve disputes? Or, are you looking for a case-handling role in a professional, collaborative and service-user focused environment where you can use your knowledge of higher education? If so, we would love to hear from you.

This is an exciting opportunity to join the ombudsman service that deals with complaints from students at higher education providers and universities in England and Wales. 

Position: Ombudsman Complex Complaints Adjudicator (internally known as Assistant Adjudicator)

Location: Hybrid/Reading (a minimum of one day a week in the office, more office attendance will be needed during probation)

Hours: 35 hours (part-time working considered)

Salary: Starting salary of £47,306 salary progression Grade 5 £47,306 - £55,350

Contract: Permanent

Closing Date: 19 May at 10am

About the Role

As Assistant Adjudicator (AA), you will work as part of the Adjudication Team, who are responsible for the review and resolution of complex and/or entrenched student complaints. 

The Adjudication Team is a collaborative casework environment. Assistant Adjudicators work at pace to see cases through to conclusion by either writing and issuing clear, concise, accurate and well-reasoned decisions (Complaint Outcomes) or by negotiating settlements. 

Your cases will typically be complex with a higher level of risk or the potential to have a greater impact on the student, the provider and/or on the organisation. The information and electronic files you work with will typically involve large amounts of written documentation.

You will be expected to provide excellent customer service and as well as progressing cases in a timely way, you will have a targeted number of cases to review and close each month.

About You

You will be skilled at evaluating large amounts of written information as well as exercising your judgment to reach well-reasoned decisions and to resolve complaints. You will have the skills and flexibility to manage a varied and demanding caseload and will be able to clearly and persuasively explain your decision in writing and/or by telephone or video calls.

You will have:

• Honours degree or equivalent professional qualification or experience 

• Experienced at dealing with a range of people at various levels

• Experience of managing and maintaining a heavy workload

• Excellent analytical and investigatory skills 

• Strengths in making logical, evidence based decisions and reaching solutions to problems which are creative and pragmatic 

• Excellent written and oral/ telephone/video communication skills with a customer service focus

• High degree of confidentiality, discretion and integrity 

• High level of accuracy and attention to detail 

• Ability and willingness to learn new processes and procedures with a positive attitude

• Enthusiastic about opportunity to develop professionally, by undertaking stretching tasks and engaging positively with feedback from colleagues 

The charity values diverse backgrounds, life 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 Complaints Officer, Senior Complaints Officer, Senior Complaints Adjudicator, Complaints Investigator, Complaints Resolution, Ombudsman Senior Complaint Adjudicator, Ombudsman Senior Complaint Adjudicator, Senior Complaint Adjudicator, Ombudsman Senior Adjudicator, Complaints Handler, Senior Complaints Handler. #INDNFP

PLEASE NOTE: This role is being advertised by NFP People on behalf of the organisation

Posted by
NFP People View profile Organisation type Advertising Agency Company size 6 - 10
Posted on: 01 May 2025
Closing date: 19 May 2025 at 10:00
Job ref: 7262
Tags: Advice / Information, Communications, Business Development, Customer Service, Education, Investigation