Specialist Registry

JOB DESCRIPTION

Job Title

Specialist - Casework

Date

November 2025

Function

Quality Assurance & Academic Standards

JD written by

Director of QAAS

Reporting To

Associate Manager - Registry

JD Approved by

Director of QAAS

Brand

ULAW

Work Location

Hyderabad

Key Accountability

Actions

Specific Responsibilities:

Provide administrative support with regard to formal complaints appeals processes disciplinary cases and collation of case files

Monitor inbox respond sensitively to students within SLA liaise with colleagues as appropriate

Organise formal complaints panels collate documents and evidence record decisions manage publication of outcome responses to students

Organise appeal panels collate documents and evidence record decisions manage publication of outcome responses to students

Record and track all engagements including decisions identifying where SLAs are unlikely to be met escalating as appropriate; report to managers as required

Promote and sustain a constructive supportive and friendly working relationship with all customers external and internal and University colleagues

Provide guidance and assistance to colleagues as required to assist with Early Resolution of complaints

Undertake initial investigation into complaints as requested by line manager

Present cases to the Formal Complaints Panel as requested by line manager

Collate documents and other evidence to assist with complaint investigations appeals and OIA responses

Teamwork

Work with colleagues to deliver an exceptional personal and responsive service to students and staff

Professional Skills

Actively take responsibility for your own personal career development in all respects.

Participate in training to maintain and update knowledge as required for the post.

Through active networking and research develop an awareness and knowledge of the legal education market.

General

In addition to the responsibilities listed above the job holder may be required to perform other duties as assigned by the manager from time to time.

The job holder has a duty to take reasonable care for the health and safety of themselves and of other persons with whom they come into contact at work. The job holder also has a duty to co-operate with the University in complying with any statutory duty or requirement concerning health and particular they must familiarize themselves with the Health and Safety Policy and its safety and fire procedures.

This job description is to be read in conjunction with the relevant Roles and Responsibilities Career Level document.

This job description is correct at November 2025. It may vary in consultation with the post holder to reflect changes within the marketplace and the University.

The hours of this post will normally be 35hrs per week. The post holder will be required to take a flexible approach to their hours to meet the demands of the role including covering some teaching weekends & evenings for which time off will be given (to be taken either in the week before or after a study weekend has taken place as non-working days).

Desired Profile

Qualification

Bachelors degree in a related field

Proficient in Microsoft Office and CRM software

Experience with Sharepoint

Skills

Essential

Excellent written and oral Communication skills

Good IT skills with the ability to effectively use MS Office suite (particularly Word Excel and Outlook)

Behavioural

Able to work co-operatively as part of a wider team.

Able to manage own time effectively to meet tight deadlines and manage conflicting priorities.

Able to provide a high level of service support and advice to students staff and visitors.

Strong soft skills including empathy problem solving communication helpful and positive attitude

Meticulous attention to detail

Able to deal calmly with difficult situations.

Ability to handle sensitive matters with confidentiality and discretion.

Able to communicate effectively orally and in writing and with a wide range of people.

Relevant Experience

Essential

Experience of complaints handling

Experience of dealing supportively with challenging customers including those who are unhappy and/or distressed

Relevant experience in the provision of high-quality customer service

Experience of working with complex processes in a busy office environment

Experience of providing information advice and guidance to individuals on a one-to-one basis

Experience of dealing with confidential and sensitive information

GUS Values

GEI is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.

There is an expectation that employees will maintain the values of the Group and will comply with the code of conduct as well as equality diversity health safety policies of the company.