Case Handlers

  • Location:
  • Salary:
    £27,821 - 32,542
  • Closing date:
  • reference:

Office of the Independent Adjudicator

Case handler opportunities

Join our team of highly skilled professional complaints handlers in our Reading office, resolving complaints from Higher Education students. We are passionate about fairness, value Higher Education in all its forms and believe that complaints provide important learning to improve the Higher Education experience for all students.

Who we are 

We are the independent student complaints scheme for England and Wales. We review unresolved complaints from students about their higher education provider, and make Recommendations for providers to put things right if they have gone wrong. We share learning from complaints to help improve policies and practices across the higher education sector. And we contribute to the development of policy, both in the regulatory framework for higher education and in the ombuds sector. You can find out more about who we are and what we do on our website at

We value diverse backgrounds, life experiences and perspectives, and we have a supportive and inclusive organisational culture. We welcome applications from candidates from all backgrounds.

The role

Case handlers at the OIA carry out a challenging and public-facing role in our Assessment and Resolution Team. They carry a varied caseload, interacting with students and Higher Education Providers to obtain key information to progress our reviews, applying the Rules of the Scheme and writing complaint adjudications. In doing so they gather, analyse and evaluate evidence with a pragmatic and strategic mind. 

All of our case handlers contribute to our outreach work, organisational targets and work towards their own individual targets – so strong organisational skills and a very high level of motivation and personal resilience are essential. 

The Assessment and Resolution Team is a busy, vibrant and supportive working environment, so we particularly value attention to detail, a strong teamwork ethic and outstanding communication skills. This is an ideal role to begin a career in case handling with opportunities for progress and further career development within the OIA.

Both fixed term and permanent contracts are available. 

The benefit package

We offer the following salary packages and benefits that include:

- A starting salary of £27,821
-  35 hour working week with the opportunity for ad-hoc flexible working for permanent staff
-  Generous holiday entitlement of 28 days (rising to 33 days) plus bank holidays
-  Gym membership for permanent staff
-  Attractive USS pension scheme
-  Season ticket loan 

Next step

Further information about the work of the OIA can be found on

If you are interested in a the Case-handler role, you may like to refer to the job description below.

Casehandler Job Description 

To apply, please click on the green 'apply for this job' button on the top of this screen.

Please upload your CV and outline your interest, skill and experience in a cover letter (maximum one page) 

The closing date for the receipt of applications is 10.00am on 18 March 2019 

Interviews will be held between 8 - 12 April 2019

Finally we need to draw your attention to our privacy notice on how we process and hold your personal data:

Privacy Notice for Job Applicants 

Apply Now

PLEASE NOTE: We strongly recommend that you do not provide your bank account details when applying for a job.
If you see a vacancy on Ethnic Jobsite requesting bank account details please email