Specialist - Registry

Gus Education (India) Llp; India; On-site; INR 400,000 - 550,000; Full time

Benefits offered by this job

Night shift allowance

Cab facilities"

Medical insurance

Job summary

GUSEducation India (GEI) in Hyderabad requires an administrative professional to support student casework and formal complaint panels. The role involves handling complaints, appeals, and related documentation, with attention to SLA timelines and confidentiality.

The position is office-based with a mid-shift starting 12:30pm, offering 35 hours per week and a structured leave package, plus night shift allowances and cab facilities for commutes within HYDERABAD limits.

Qualifications

• Bachelor's degree in a related field
• Proficient in Microsoft Office and CRM software
• Experience with SharePoint

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, publish outcome responses to students
• Organise appeal panels, collate documents and evidence, record decisions, publish outcome responses to students
• Record and track all engagements including decisions, escalate as needed and report to managers

Skills

Communication skills

Teamwork

Time management

Empathy

Problem solving

Education

Bachelor's degree in a related field

Tools

MS Office

SharePoint

CRM software

Job description

GUSEducation India (GEI) is a service wing of Global University Systems (GUS)based in Europe. In India, we are a full-service digital marketing agencythat delivers scalable online marketing services to Global UniversitySystems’ and its associated brands.

As afrontrunner in building digital eminence for a fleet of academic brands, GUSEducation India is a rapidly growing organization that believes in achievingsuccess through innovation.

Nature of The Job

• Providingadministrative services for student casework matters relating to StudentComplaints including Formal Complaint Panels, Complaint Appeal Panels, Stage 2 Appeals panels and others asrequired

Organizational Structure

• AssociateManager
• (HYD)
• Specialist– Casework
• (HYD)

Note - This is a work from office role, which is a mid-shift starting from 12.30pm.

Key Accountability

Actions

SpecificResponsibilities:

• Provide administrativesupport with regard to formal complaints, appeals processes, disciplinarycases and collation of case files
• Monitorinbox, respond sensitively to students within SLA, liaise with colleagues asappropriate
• Organiseformal complaints panels, collate documents and evidence, record decisions,manage publication of outcome responses to students
• Organiseappeal panels, collate documents and evidence, record decisions, managepublication of outcome responses to students
• Record andtrack all engagements including decisions, identifying where SLAs areunlikely to be met, escalating as appropriate; report to managers as required
• Promoteand sustain a constructive, supportive and friendly working relationship withall customers, external and internal, and University colleagues
• Provideguidance and assistance to colleagues as required to assist with EarlyResolution of complaints
• Undertakeinitial investigation into complaints as requested by line manager
• Presentcases to the Formal Complaints Panel as requested by line manager
• Collectedocuments and other evidence to assist with complaint investigations, appealsand OIA responses

Teamwork

• Work withcolleagues to deliver an exceptional personal and responsive service tostudents and staff

ProfessionalSkills

• Activelytake responsibility for your own personal career development in all respects.
• Participatein training to maintain and update knowledge as required for the post.
• Throughactive networking and research develop an awareness and knowledge of thelegal education market.

General

• Inaddition to the responsibilities listed above, the job holder may be requiredto perform other duties as assigned by the manager from time to time.
• The jobholder has a duty to take reasonable care for the health and safety ofthemselves and of other persons with whom they come into contact at work. Thejob holder also has a duty to co-operate with the University in complyingwith any statutory duty or requirement concerning health and safety at work.In particular, they must familiarize themselves with the Health and SafetyPolicy and its safety and fire procedures.
• This jobdescription is to be read in conjunction with the relevant Roles andResponsibilities Career Level document.
• This jobdescription is correct at November 2025. It may vary in consultation with thepost holder to reflect changes within the marketplace and the University.
• The hours of this post will normally be 35hrsper week. The post holder will be required to take a flexible approach totheir hours to meet the demands of the role, including covering some teachingweekends & evenings for which time off will be given (to be taken eitherin the week before or after a study weekend has taken place as ‘non-workingdays’).

Qualification

• Bachelor'sdegree in a related field
• Proficientin Microsoft Office and CRM software
• Experience with Sharepoint

Skills

• Excellentwritten and oral Communication skills
• Good ITskills with the ability to effectively use MS Office suite (particularlyWord, Excel and Outlook)

Behavioural

• Able towork co-operatively as part of a wider team.
• Able tomanage own time effectively to meet tight deadlines and manage conflictingpriorities.
• Able toprovide a high level of service, support and advice to students, staff, andvisitors.
• Strongsoft skills including empathy, problem solving, communication, helpful, andpositive attitude
• Able todeal calmly with difficult situations.
• Ability tohandle sensitive matters with confidentiality and discretion.
• Able tocommunicate effectively orally and in writing and with a wide range ofpeople.

RelevantExperience

• Experienceof complaints handling
• Experienceof dealing supportively with challenging customers, including those who areunhappy and/or distressed
• Relevantexperience in the provision of high-quality customer service
• Experienceof working with complex processes in a busy office environment
• Experienceof providing information, advice and guidance to individuals on a one-to-onebasis
• Experienceof dealing with confidential and sensitive information

GUS Values

• GEIis an equal opportunity employer and encourages applicants from diversebackgrounds to apply.
• Thereis an expectation that employees will maintain the values of the Group andwill comply with the code of conduct as well as equality, diversity, health,safety policies of the company.
• At GUS EducationIndia, GEI we want employees to feel comfortable, bringing their passion, creativity,and individuality to work. We truly believe that diverse culture, backgrounds,and experiences drive innovation.
• Thecompany offers comprehensive medical insurance to its employees, whichinclude hospitalization, accidental insurance, term insurance and Gratuity,which is over and above the compensation. Considering that this role is fornight shift, we provide additional competitive night shift allowance for alldays worked.
• To makethe daily commute easier, safe, and less stressful, company provides cabfacilities to its employees to and from the workplace within the GreaterHyderabad Municipal Corporation limits.
• Companyacknowledges the importance of mental and physical well-being and the needfor rest and relaxation. Workdays are Monday to Friday and a comprehensiveleave package for employee well-being is offered, which include 5 days ofmedical leave, 5 days of casual leave, 24 days of earned leave, 1 day ofHappiness Leave, apart from 10 days of statutory leave, totalling to 45 days’time off in a year.