Further Particulars

This document includes information about the role for which you are applying and the information you will need to provide with the application.

  1. Role details

Vacancy reference:10410
Job title:Senior Co-ordinator, Student Casework Office
Reports to:Senior Manager, Student Casework Office
Salary:£25,513 - £30,434
Terms and conditions: Support Staff
Grade:6
Duration of post:12 Months (Fixed Term)
Working hours:37 hours per week
Location:East Campus, Milton Keynes
Closing date:12:00 noon on 21 August 2014
Type of application form accepted: Short Version Application plus covering letter
Number of referees required: 2
Unit recruitment contact: Cheryl-Anne O’Toole

2. Summary of duties

Main purpose of the role:
To have day to day responsibility for overseeing the work of the Student Casework Coordinators in relation to student complaints, appeals and discipline including:
Being the first point of referral for Student Casework Coordinators in relation to complex cases and enquiries. The individual will work closely with the Senior Manager, Student Casework in providing advice and guidance on managing student casework to staff across the University. The post holder will also be working secretary to the Central Disciplinary Committee of the University and will support the Senior Manager in providing management information reports on an ad hoc and regular basis.
Description of duties
  1. To oversee the day to day work of the Student Casework Coordinators in relation to student complaints, appeals and discipline. The post holder will be required to ensure there is flexibility of support across the functions of the team and to ensure there is sufficient cover in times of absence.
  2. To assume day to day responsibility for all staffing issues in relation to the three coordinators. Under the guidance of the Senior Manager the post holder will be responsible for all training, mentoring and staff appraisals as well as considering and approving staff absence.
  3. To be the first point of contact for University staff in relation to complex queries and for the Coordinators when the need to escalate unusual or complicated issues arise.
  4. To provide training, guidance and support to OU staff in relation to handling student complaints and appeals and the progression of student discipline cases.
  5. To collate statistics and Management Information for providing regular reports to the University’s governance and ad hoc reports on request.
  6. Ensure the reliable and consistent recording of Student Casework matters on VOICE.
  7. Be working secretary to the Central Disciplinary Committee of the University. Working closely with the Senior Manager. Student Casework the post holder will:
  • Gather relevant evidence in relation to the cases referred to CDC as matters of discipline or appeal;
  • Draft initial correspondence to students;
  • Minute take at CDC meetings;
  • Prepare pre-meeting information for the Chair;
  • Ensure the timely despatch of casework to committee members;
  • Liaise with staff, students and representatives as required;
  1. Be responsible for the overseeing of any follow up actions as determined by the investigatory or discipline authority or the appeal body, with the appropriate area(s) of the University.
  2. Oversee and ensure compliance with regard to data retention schedules.
  3. Maintain and update the Complaints and Appeals and Student Discipline websites.
  4. Assist the Senior Manager with the development and dissemination of procedures and good practice in complaints, appeals and discipline handling within the University.
Undertake, from time to time, additional tasks within the Student Casework Office as may be assigned by the Senior Manager and the Assistant Director, Student Casework and Policy Coordination.

3. Person specification

Criterion / Requirement / Essential / Desirable
Education, qualifications and training / A Level or equivalent education background or work experience / E
ECDL or equivalent ICT skills, a commitment to developing existing ICT skills and a willingness to learn about IT systems specific to complaint handling / E
Knowledge, work and other relevant experience / Staff supervisory experience including coaching, training and managing the performance and development of individual staff members / E
Experience of handling highly confidential and sensitive material / E
Relevant administrative experience, including the compiling of Management Information data. / E
Evidence of quality improvement achievements in work. / D
Experience of minute taking in formal committee meetings / D
Skills and capabilities / Demonstrable understanding of excellent customer service skills / E
Excellent written, oral and online communication skills. An ability to communicate with people from a wide range of experience and backgrounds / E
Ability to interpret policy and procedures and to disseminate information / E
Ability to work flexibly, proactively, cooperatively and responsively sometimes under considerable pressure / E
Good interpersonal and negotiating skills with the ability to influence others over whom there is no formal authority / E
Personal Qualities / Ability to think logically in evaluating situations and solving problems / E
A commitment to the ideals of the Open University, including Equal Opportunity issues / E
An awareness of issues relevant to the higher education sector / E
Special working conditions (e.g. shift working)

4. Role specific requirements e.g. Shift working

5. About the unit/department

STUDENT SERVICES
Student Services is responsible for the provision of educational and administrative services to students and for the recruitment, staff development and supervision of Associate Lecturers and residential schools staff. It is the largest Unit of the University with an annual budget of more than £100 million. More than 8,000 staff (1,000 ‘internal’ staff and 7,000 Associate Lecturers) are employed by the Unit at or through:
  • three central sub-units based at Walton Hall, Milton Keynes
  • three National Centres based in Scotland, Wales, Ireland and ten English regional centres.
The Director, Students, who is the Head of Student Services, is a member of the Vice-Chancellor’s Executive and reports directly to the Vice-Chancellor. Student Services is divided into three functional areas as follows:
  • Assessment, Credit and Qualifications
  • Business Services
  • Teaching and Learner Support
The activities within the functions are supported from all sub-units.
The management structure for Student Services is headed by the Student Services leadership Team which comprises:
  • Director, Students
  • Director Business Services
  • Director, Assessment Credit and Qualifications
  • Director ,Teaching and Learner Support
  • Director, Learner Support Services
  • Director, Associate Lecturer Services
  • The three Nation Directors
The Directors of Functions, in addition to their Student Services-wide functional responsibilities, each manage one of the Walton Hall based sub-units or one of the English sub-units.
Business Services
Business Services works in partnership with Finance, HR, IT, Strategy Unit and Estates to support planning and finance, quality review, systems maintenance and development and project and process change activities across Student Services.
We provide support to the Director, Students in his institutional role as a VCE member and in his role as Head of Student Services.
We also manage the student policy, consultation, complaints, appeals and disciplinary functions for the University.
Business Services is primarily a provider of services to other sub-units of Student Services and other University units, it provides services directly to students in the areas of student consultation, complaints, appeals and discipline.

6. How to obtain more information about the role or application process

If you would like to discuss the particulars of this role before making an application please contact: Lottie Cairns on 01908 659966 or email
If you have any questions regarding the application process please contact Cheryl-Anne O’Toole on +44 (0)1908 653516 or email

7. The application process and where to send completed applications

Please ensure that your application reaches the University by: 12:00 on 21 August 2014
To be considered for this post, please ensure that you send a full completed application form and a covering letter of no more than two sides of A4. In the covering letter please set out:
a) Why you are interested in the post;
b) How your skills and experience meet the criteria listed in the person specification.
In writingyour letter, examine carefully the description of the role and how your skills, knowledge and experience match with therequirements set out in the person specification.
Post it to:
Name/Job title: Cheryl-Anne O’Toole, Staffing Co-ordinator
Department/Unit: Director Students Office
Address: Frank Henshaw Building
Hammerwood Gate
Kents Hill
Milton Keynes
Post Code: MK7 6BY
Or e-mail your application to:

8. Selection process and date of interview

We will let you know as soon as possible after the closing date whether you have been shortlisted for interview. Further details on the selection process will also be sent to shortlisted candidates.
The interviews are expected to take place Wk Com 8 September 2014.
Applications received after the closing date will not be accepted.

Human Resources HRG158 Issue 2

January 2010

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