Resolution Support Officer (2129)
Resolution Support Officer
Full Time (37 hours per week) - Permanent - High Wycombe
Salary - £29,588 - £33,002
We’re not trying to fit in with the higher education status quo. We’re challenging it. We’re doing things differently – because our students, our staff, and our world need us to.
So this is an exciting moment to join us. We’re boldly reimagining what a university can be: a place rooted in social mobility, a community where difference is celebrated, and an institution that empowers people to become more than they thought possible.
The Resolutions Support Officer will primarily provide administrative and casework support to the Resolutions Team to promote a positive student experience. This role will lead on administrative processes relating to the team, supporting complaints and student conduct procedures through accurate data capture, case administration, preparation of correspondence, maintenance of case records, and coordination of documentation for investigations and reviews.
What we offer:
- a generous holiday entitlement (30 days per annum, plus bank holidays & closure days)
- Hybrid working (dependent on business needs)
- training & development support opportunities
- contributory pension scheme
- free gym membership for our on-site gym
- a range of staff discounts with major retailers.
Please click here to see our wide range of benefits available for employees.
Please click here for our behavioural based interview question bank.
Please click here to view our employee handbook.
If you have the qualities and attributes representative of the University’s values and ambition, we would be delighted to hear from you.
For further information about this role please contact Kirsteen.Samuel@bnu.ac.uk
All applications are to be made in full and online.
We are committed to promoting an inclusive and diverse workplace and aim to continue building an environment where everyone thrives and can be themselves.
Please let us know if you require any adjustments or support during the recruitment process. We are happy to discuss any reasonable adjustments that would enable you to perform to the best of your abilities in your role. Please reach out to Kirsteen.Samuel@bnu.ac.uk if you have any specific needs or if you would like more information on how we can support you.
We ensure that our interview/shortlisting Chairs complete the relevant e-learning and/or inclusive recruitment training.
If you choose to use AI tools when preparing your application, please ensure that it remains an authentic and accurate reflection of your skills, experience and achievements. We are interested in understanding your suitability for the role based on your own knowledge and experience.
Closing Date: 18/10/2026
Interview Date: w/c 02/11/2026
If you are invited to interview, you will be required to provide evidence of your eligibility to work in the UK and, where applicable, evidence of your current visa and immigration status. Please note that, due to the salary level of this Grade E post, this role is not eligible for visa sponsorship.
BNU is a Disability Confident employer and as such you will be given the opportunity to declare a disability as part of the application process.
Job Description
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Job Title: Resolutions Support Officer
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Department: Student Experience Group
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Grade: E |
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Location: High Wycombe (but travel required to all campuses as required)
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Hours: 37 |
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Responsible to: Resolution Lead
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Responsible for: N/A
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Job Purpose: The Resolutions Support Officer will primarily provide administrative and casework support to the Resolutions Team to promote a positive student experience. This role will lead on administrative processes relating to the team, supporting complaints and student conduct procedures through accurate data capture, case administration, preparation of correspondence, maintenance of case records, and coordination of documentation for investigations and reviews. |
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Main Duties & Responsibilities of the role:
- To act as the first point of contact for the Resolutions Team in a confidential, sensitive and professional manner in accordance with the University's procedures and sector requirements.
- To maintain office and administrative procedures to meet the needs of the team.
- To collect, co-ordinate and maintain information resources relevant to the work of the Resolutions Team including onward referral information; editing and maintaining web pages, producing documentation, maintaining communication templates and standard correspondence for team use.
- Through the casework tracker, record all cases received and updates on progress.
- To prepare and issue correspondence relating to all stages of the Student Complaints and Student Conduct procedures, ensuring communications are accurate, timely and compliant with University procedures.
- To prepare, collate and organise case files, evidence bundles and supporting documentation for Investigating Officers, Complaint Managers, Reviewers and other decision-makers, ensuring information is complete, accurate and presented in a clear and accessible format.
- To support the administration of complaints, conduct and review cases by monitoring deadlines, maintaining records and ensuring procedural requirements are met throughout the lifecycle of a case.
- Act as the administrative point of contact with the OIA, signposting OIA communication to Resolution Lead and Resolution Manager as appropriate.
- Support in the development of an evaluation programme in collaboration with the team to enable the institution to demonstrate and evidence the success of early resolution initiatives.
- Keep abreast with student conduct and complaints matters within the Higher Education sector.
- Support Resolutions Lead and Resolution Officer with Freedom of Information Requests.
- Any other duties as directed by the Resolutions Manager and Resolution Lead.
PERSON SPECIFICATION
A = Application T = Test I = Interview
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Education, Qualifications & Training |
Means of Testing |
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Good general education to GCSE “A” Level and beyond |
A |
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Knowledge & Experience |
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Experience of working in higher education |
A/I |
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Experience of working in an administrative role |
A/I |
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Knowledge of using information technology such as MS Office and databases |
A/I |
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Skills |
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Communicates effectively, adapting the message for a diverse audience in an inclusive and accessible way |
A/I |
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Experience of working as a team with a flexible approach |
A/I |
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Ability to deal with highly sensitive and confidential matters |
A/I |
Behavioural INDICATORS
The BNU Behaviours Framework (BBF) is a framework for all University staff that sets out the key behaviours that exemplify the DRIVE values and ethos of the University. The nine categories provide a clear steer on behavioural expectations that will help support a step change in the performance and culture of the University. The three key behavioural indicators for this post are as follows:
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Delivering excellent service Providing the best quality service to external and internal customers/students/stakeholders. Building genuine and open long-term relationships in order to drive up customer service standards.
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Finding solutions Taking a holistic view and working enthusiastically to analyse problems and to develop workable solutions. Identifying opportunities for innovation.
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Achieving results Consistently meeting agreed objectives and success criteria. Taking personal responsibility for getting things done.
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