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• Employment Type: Full-time (35 hours per week) 

• Duration: Fixed term until mid-November 2025 

• Remuneration: $100,354 + 17% superannuation (Level 6) 

• Location: Kensington, NSW 

Why your Role Matters 

The Case Review Officer will take an active role across the Case Review team. They will focus on case managing complex matters relating to fee remission and special consideration applications and appeals. This role will utilise their knowledge and expertise across all aspects of the student lifecycle and will require the use of applications including SiMS, CRM and/or online assessment tools.  

The Case Review Officer reports to the Manager, Case Review. This is a fixed term contract until November 2025, covering for a team member going on a secondment.   

Key accountabilities 

• Case management of complex special consideration applications, fee remission applications and appeals 
• Manage the escalation of stakeholder complaints 
• Monitor, track and report on the status of applications and ensure applications are being processed within the agreed service level agreements 
• Provide guidance and training to the administrators and other relevant staff 
• Make recommendations and implement improvements to process and UNSW policy 
• Maintain a thorough knowledge of and be able to interpret, Government policy and legislation and UNSW policy and procedures, specifically in relation to assessment and fee remission 
• Develop and manage relationships with key stakeholders such as academic and professional staff across the University, so that policies, procedures and processes can be effectively managed and enhanced 
• Cooperate with all health and safety policies and procedures of the university and take all reasonable care to ensure that your actions or omissions do not impact on the health and safety of yourself or others 

Who you are 

• Previous experience managing complex cases for special consideration and fee remission applications. 
• Proven ability in interpreting and applying Government Legislation and UNSW policy and procedures 
• Experience in case managing complex and sensitive matters 
• Excellent time management and organisational skills, and the ability to work well under pressure and manage multiple tasks with competing deadlines 
• Proven ability to exercise initiative, think strategically and creatively, and adopt an active approach to problem-solving 
• Proven experience in effectively managing difficult situations, including the escalation of stakeholder complaints 
• Highly advanced interpersonal, written and oral communication skills, with the ability to liaise at all levels and with people from diverse backgrounds and cultures.