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Casework Assistant

Requisition ID:  24761

Newcastle, GB

Contract Type:  Open Ended
Working Pattern:  Full Time
Posted Date:  25-Nov-2022

We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.


What’s in it for you? Newcastle University is a great place to work, with excellent benefits. We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.


Newcastle is an inclusive global University community where everyone is treated with dignity and respect.  As a University of Sanctuary, we aim to provide a welcoming place of safety for all, offering opportunities to people fleeing violence and persecution.


Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains colleagues from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.


Salary: £23,144 to £24,285 with progression to £26,396 per annum


Closing Date: 11 December 2022


The Role


We have an exciting opportunity to join the highly motivated and results-orientated Student Progress Service in the central Academic Hub of the University. As a member of the Student Casework Team, you will work closely with both colleagues and students to provide comprehensive administrative support and outstanding customer service. You will assist with the co-ordination of student casework, administering both academic conduct and behavioural conduct matters as well as processing student appeals and complaints.


We are committed to building and maintaining a fair and inclusive work place, in which you will be interested in working in a fast-paced and challenging environment. You must be a proactive, flexible and confident team player, with excellent communication skills and the capacity to manage you own complex workload. Excellent planning, organisational and IT skills are essential for this post.


If you would like to discuss this vacancy, please contact Suzanne Johnson, Student Casework Manager (


Key Accountabilities

  • To assist in implementation of University procedures for managing student casework – including case work for appeals, assessment irregularities, disciplinaries, support to study and complaints - ensuring all required information is obtained and cases are resolved promptly
  • To manage a log of all new casework, ensuring that the database is updated, acknowledgements and document requests are sent, in order to provide an effective service to students and others
  • To prepare correspondence for case work, using available templates, ensuring that letters are written promptly and to a high standard of accuracy.  Occasionally, to reflect particularly urgent situations, draft and despatch letters without reference to a templates.  Letters should be produced proactively where appropriate
  • To provide secretarial support for student case work interviews, panels and hearings, ensuring that agenda, papers and minutes are accurate and produced within required timescales
  • To proactively review the open case log to ensure that all query records are resolved and that accurate statistics can be produced at all times.  To prepare reports which are accurate and produced in accordance with required timescales and normal committee business protocols and structures.  This includes information in response to Freedom of Information requests
  • To support students and staff towards the resolution of student related queries (including academic progression matters, interpretation of regulations, advice on policies and procedures and possible actions) in a professional and timely manner
  • Maintenance of individual student records on the University’s corporate databases, and other files within the service, to ensure the accurate representation of complex student records
  • Support investigation of student cases by assisting with student and witness interviews for disciplinary matters or complaints or otherwise contributing to the investigation and decision making process
  • To manage and maintain paper and electronic records for students, especially for case work, ensuring that all current and archive records are accurate and can be accessed in an efficient manner
  • To liaise with academic staff (e.g. members of the Appeal Panel and the Disciplinary Panel) to ensure accurate records of availability for committees and hearings, the record of duties etc
  • To ensure that personal enquiries from students or their representatives are handled in an efficient and helpful manner, with regard to data protection protocols
  • To assist with preparation of information for University committees, e.g. University Regulations Committees or Student Panel hearings, ensuring that meetings are promptly arranged and paperwork is up to date
  • To assist the Casework Manager with the annual production of University Regulations and other policies, ensuring that quotations are received, web and on-line versions updated with copies circulated appropriately within the University
  • To assist the Casework Manager with admin tasks for the team, such as financial processing, annual leave and sickness reporting, when required
  • To help other members of the team with a range of work, e.g.: registration and other annual exercises, as determined and appropriate to the job level

The Person (Essential)


Knowledge, Skills and Experience 

  • An understanding of the main activities within the student life-cycle (admission, registration, examination, progression, graduation)
  • Knowledge of / sensitivity to multicultural issues
  • An understanding of University Regulations and Student Admin Processes
  • An appreciation of Customer Care standards
  • Excellent communication skills, both written and oral
  • Excellent word processing and IT skills
  • Numerate with an ability to analyse data
  • Well-developed organisational skills
  • Ability to work accurately with meticulous attention to detail
  • Ability to work in a confidential and discreet manner
  • Experience of using computers in a work context 
  • Experience of Customer Service Work

Attributes and Behaviour  


  • Chooses communication tools appropriately
  • Tailors content of communication to the audience, changing style, tone and format appropriately
  • Uses face to face communication regularly
  • Can hold attention of others using appropriate techniques

Planning and Organising

  • Establishes clear roles and responsibilities for self and others 
  • Sets own priorities in conjunction with team and area objectives 
  • Plans workload and tasks in a systematic way 
  • Ensures that all activities are completed on time 
  • Uses systems and tools to ensure records and audit trails are clear and up to date 
  • Ensures that others know how process and systems work 


  • Confident in adopting a range of team roles 
  • Shares relevant and useful information with others 
  • Gets involved with team tasks 
  • Willing to help others and share workloads 
  • Supportive of team decisions 
  • Encourages others to get involved 
  • Talks about other team members in a positive way 
  • Respects the value that different views bring to the team 

Delivering Services

  • Demonstrates high energy and commitment to the delivery of excellent service 
  • Knows and understand customer/stakeholder needs 
  • Sets stretching but achievable goals 
  • Takes responsibility for achieving own targets 
  • Has a positive attitude for doing things better 
  • Pays attention to detail. 



  • Educated to ‘A’ Level or experience in an equivalent post

The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University is also a member of the Euraxess initiative supporting researchers in Europe.


Requisition ID: 24761