Student Cases Officer (Appeals, Complaints and Final Reviews) Job at Swansea Full Time

Location: Singleton Campus, Swansea

About The University

Swansea University is a research-led university that has been making a difference since 1920. The University community thrives on exploration and discovery and offers the right balance of excellent teaching and research, matched by an enviable quality of life.

Our stunning waterfront campuses and multicultural community make us a desirable workplace for colleagues from around the world. 

About The Role

This is a full-time permanent role available from 31 July 2026.

The primary aim of the Student Cases Officer will be to undertake responsibility for operationally leading on work related to Appeals, Complaints, Final Reviews and other student case work, working in partnership with other Student Cases Officers, supporting an outcome-focused approach, motivating, developing and deploying the skills to provide creative and innovative solutions. An essential element of the role is the ability to ensure that case responses are high quality, timely, and support the delivery of a high-quality student experience.

Reporting to the Student Cases Manager the post holder will support partnership working with Faculty staff across the University and colleagues in other Professional Services departments and expected to provide administration services to students and staff as necessary.

Applicants must be self-motivated, resilient, proactive, organised and demonstrate the ability to communicate with a wide range of people and be able to respect a high level of confidentiality. You will have excellent communication and influencing skills, establish credibility quickly with staff at all levels, and are experienced in delivering timely and effective processes and guidance. You will have a strong eye for detail and the ability to work to tight deadlines delivering outcomes in a time sensitive environment.

Equality, Diversity & Inclusion

The University is committed to supporting and promoting equality and diversity in all its practices and activities. We aim to establish an inclusive environment and welcome diverse applications from the following protected characteristics: age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality, ethnic and national origin), religion or belief, sex, sexual orientation.

As an inclusive and welcoming workplace, we value people for their skills regardless of their background. Applications are welcome in Welsh and will not be treated less favourably than those submitted in English.

Welsh Language Skills

The Welsh language level required for this role is Level 1 – A little. The role holder will be able to pronounce Welsh words, answer the phone in Welsh (good morning/afternoon) and use very basic everyday words and phrases (thank you, please etc.). Level 1 can be reached by completing a 1 hour course.

The University is a proud bilingual institution, our Welsh Language Strategy outlines our aspiration to promote the language and enable our staff to engage with the language as an additional workplace skill and as a gateway to new cultural and social opportunities. Applications are welcome in Welsh and will not be treated less favourably than those submitted in English. Welsh speakers have the right to an interview in Welsh. Applicants for a role where Welsh skills are essential are expected to present their application in Welsh and will be interviewed in Welsh, if shortlisted.

Additional Information

Applications for this role will take the format of a CV submission and cover letter.

Closing Date: 14 June 2026

Interview Date: 23 June 2026

Informal Enquiries

• Natalie Wathan n.a.wathan@swansea.ac.uk
• Jane Lewis Normand j.m.e.lewis-normand@swansea.ac.uk