Head of Early Resolution and Case Handling

Canterbury Christ Church University
Canterbury, Kent
Closing date
15 Jul 2022

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Practice area
Contract type
Full time
3 years, 4 years, 5 years, 6 years, 7 years+
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Job Details

Head of Early Resolution and Case Handling

Canterbury Christ Church University’s newly created Directorate of Student Resolution and Student Protection is responsible for delivering high quality efficient handling of Student Complaints, Appeals and Disciplinary cases. It is responsible for embedding Early Resolution, Student Investigations, Safeguarding, Regulatory Compliance and Consumer Protection and providing an exemplary student casework secretariat. The ambition is to deliver outstanding and sector-leading work across these key areas.

The University now seeks to appoint a key leadership role within this new Directorate, reporting to the Director.

The University recognises that wherever possible, resolving student complaints and conduct issues quickly, informally and supportively is in everyone’s best interest. The new Head of Early Resolution and Case Handling will promote the successful resolution of student cases by:

  • Building a culture of early resolution across the University, including developing and delivering staff training.
  • Sourcing and developing a new case management system.
  • Taking overall responsibility for all early resolution activity, with a keen eye on timeliness.
  • Convening and chairing risk management panels for student disciplinary cases.
  • Handling complaints received from the general public.
  • Developing trusted, supportive relationships across the University.

The successful candidate will show a balance between a compassionate approach, genuine regard for people and the ability to see all sides of a problem and reach solutions. It requires a cool head to assess risk, design and deliver a new case management system and create a cross-university training strategy. A deep understanding of and commitment to diversity and data protection is essential. We invite applications from compassionate and collaborative leaders with expertise in complaint resolution. We welcome people with a mediation background and experience of working within a strict regulatory context, from within and outside the Higher Education sector.

For further details on the role, please visit www.minervasearch.com/cccu.  To apply, please send a cover letter and CV to cccu@minervasearch.com.

Canterbury Christ Church University offers a supportive working environment, friendly colleagues, commitment to flexible working opportunities and a relocation package where required. The University strives to be an equal opportunities employer and encourages applications from people of minority ethnic origin, all faiths and none, and people with disabilities.


The deadline for applications is 15th July 2022.







Canterbury Christ Church University

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