Case Handling Manager
| Posting date: | 21 November 2025 |
|---|---|
| Salary: | £42,254 to £44,746 per year |
| Hours: | Full time |
| Closing date: | 10 December 2025 |
| Location: | Canterbury, Kent |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Canterbury Christ Church University |
| Job type: | Permanent |
| Job reference: | REQ05840 |
Summary
Please note a full application including a covering letter detailing your experience alongside a CV is required for applications to be considered. Please be advised applications made without providing a cover letter will not be accepted.
About the role
The Student Governance Team, within Academic Registry, plays a vital role in enhancing the student experience and supporting continuous improvement across the University by maintaining clear and transparent policies across key student-facing processes, including Student Complaints, Academic Appeals, Student Conduct, Academic Misconduct, and Fitness to Practise.
We are recruiting a Case Handling Manager to join the Student Governance Team and lead the Student Case Handling team, which is responsible for management of the University’s Formal Academic Appeal Procedures, providing guidance on wider Student Governance procedures, and adhering to statutory and regulatory requests for information. The post holder will manage a high performing service with a large and varied workload, ensuring quality and adherence to SLAs, KPIs and procedural and regulatory requirements.
Who are we looking for?
You will be a degree holder (or with equivalent experience) with substantial experience of operational management within a regulatory environment, preferably within Higher Education. You will have experience of managing a high performing team, providing feedback, support and guidance in ensuring that excellent customer service and fair, evidence-based outcomes are consistently provided. You will be comfortable delivering training on the services that are delivered by Student Governance, to both academic and professional services staff.
You will have the ability to manage complex and sensitive matters with integrity with a high level of tact and diplomacy. Your excellent written and verbal communication skills will be utilised to complete your own small workload of cases, and in the liaison with a wide range of staff across the University. Strong decision-making skills, with the ability to assess complex regulatory issues and offer clear, actionable recommendations are essential in considering cases and providing guidance to the team that you will manage.
Your meticulous attention to detail is essential in compiling operational and institutional reports to inform service improvements and compliance with regulations and service level agreements. A keen commitment to professional development, staying abreast of relevant legislation and regulations, and seeking service improvements will ensure the high standards expected within Student Governance are maintained.
How will you work?
Campus attendance will align with team working days, to the service being delivered and to the needs of our students, staff, and stakeholders, including flexibility to attend training and meetings on campus when required. It is expected that at least two days each week will be spent on campus.
How to apply
Start date for applications: Friday 21 November 2025
Closing date for applications: Wednesday 10 December 2025
Interviews are to be held: Tuesday 16 December 2025
If you require further information regarding the post please feel free to contact Rebecca Houlding, Head of Case Handling and Investigations on Rebecca.houlding@canterbury.ac.uk (strictly no agencies, thank you) quoting reference number REQ05840.
Please note, Canterbury Christ Church University reserve the right to bring the closing date of this position forward where a high volume of applications is received.
Additional Information
Canterbury Christ Church University truly welcomes fresh perspectives and new voices. We want you to bring the real you to work, so we are committed to building a genuinely inclusive working environment where everyone is welcomed and where everyone can have a true sense of belonging. Our spirit of community will help us to eliminate discrimination and will enable us all to thrive in a culture that is underpinned by fairness and justice. We therefore seek people to join us who will proactively support and shape this aim and contribute in their own unique way. If this is you, then we are waiting to hear from you. #yourCCCU
Our University is deeply committed to shaping sustainable futures as a key part of its mission and values. If you share this passion, we encourage you to join us in making CCCU a more socially and environmentally conscious, sustainable place to study and work
Please note applications must be made online via the University website; details sent directly via email cannot be considered.
Prior consideration will be given to applicants in the University’s redeployment pool. No agencies, thank you.
For more information about this role, please view the job description via the attachments link above.
About the role
The Student Governance Team, within Academic Registry, plays a vital role in enhancing the student experience and supporting continuous improvement across the University by maintaining clear and transparent policies across key student-facing processes, including Student Complaints, Academic Appeals, Student Conduct, Academic Misconduct, and Fitness to Practise.
We are recruiting a Case Handling Manager to join the Student Governance Team and lead the Student Case Handling team, which is responsible for management of the University’s Formal Academic Appeal Procedures, providing guidance on wider Student Governance procedures, and adhering to statutory and regulatory requests for information. The post holder will manage a high performing service with a large and varied workload, ensuring quality and adherence to SLAs, KPIs and procedural and regulatory requirements.
Who are we looking for?
You will be a degree holder (or with equivalent experience) with substantial experience of operational management within a regulatory environment, preferably within Higher Education. You will have experience of managing a high performing team, providing feedback, support and guidance in ensuring that excellent customer service and fair, evidence-based outcomes are consistently provided. You will be comfortable delivering training on the services that are delivered by Student Governance, to both academic and professional services staff.
You will have the ability to manage complex and sensitive matters with integrity with a high level of tact and diplomacy. Your excellent written and verbal communication skills will be utilised to complete your own small workload of cases, and in the liaison with a wide range of staff across the University. Strong decision-making skills, with the ability to assess complex regulatory issues and offer clear, actionable recommendations are essential in considering cases and providing guidance to the team that you will manage.
Your meticulous attention to detail is essential in compiling operational and institutional reports to inform service improvements and compliance with regulations and service level agreements. A keen commitment to professional development, staying abreast of relevant legislation and regulations, and seeking service improvements will ensure the high standards expected within Student Governance are maintained.
How will you work?
Campus attendance will align with team working days, to the service being delivered and to the needs of our students, staff, and stakeholders, including flexibility to attend training and meetings on campus when required. It is expected that at least two days each week will be spent on campus.
How to apply
Start date for applications: Friday 21 November 2025
Closing date for applications: Wednesday 10 December 2025
Interviews are to be held: Tuesday 16 December 2025
If you require further information regarding the post please feel free to contact Rebecca Houlding, Head of Case Handling and Investigations on Rebecca.houlding@canterbury.ac.uk (strictly no agencies, thank you) quoting reference number REQ05840.
Please note, Canterbury Christ Church University reserve the right to bring the closing date of this position forward where a high volume of applications is received.
Additional Information
Canterbury Christ Church University truly welcomes fresh perspectives and new voices. We want you to bring the real you to work, so we are committed to building a genuinely inclusive working environment where everyone is welcomed and where everyone can have a true sense of belonging. Our spirit of community will help us to eliminate discrimination and will enable us all to thrive in a culture that is underpinned by fairness and justice. We therefore seek people to join us who will proactively support and shape this aim and contribute in their own unique way. If this is you, then we are waiting to hear from you. #yourCCCU
Our University is deeply committed to shaping sustainable futures as a key part of its mission and values. If you share this passion, we encourage you to join us in making CCCU a more socially and environmentally conscious, sustainable place to study and work
Please note applications must be made online via the University website; details sent directly via email cannot be considered.
Prior consideration will be given to applicants in the University’s redeployment pool. No agencies, thank you.
For more information about this role, please view the job description via the attachments link above.
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Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.