Specialist - Student Services

Gus Education (India) Llp; Hyderabad; On-site; INR 420,000 - 580,000; Full time

Job summary

GUS Education India (GEI) invites applications for a Future Students Coordinator within University Services. The role focuses on delivering excellent customer service to applicants, guiding them through admissions tasks, and coordinating with the Admissions Management Team to maintain SLAs and accurate data.

You will manage applicant queries across phone, email, live chat and WhatsApp, support scholarships processes, and liaise with partner colleges and agents.

Qualifications

• Native level of English language proficiency.
• Equivalent of GCSE Maths at Grade C.
• Graduate level or equivalent (desired).

Responsibilities

• Review applications to ensure they meet entry criteria and refer non-standard cases.
• Ensure outcomes are communicated to applicants within agreed timeframes.
• Resolve applicant queries via telephone, email, live chat, WhatsApp and other channels.
• Provide customer service that meets quality standards and SLAs.
• Support scholarships administration from enquiry to outcome.
• Coordinate non-enrolment follow-up and data capture for process improvements.
• Liaise with partner colleges, agents and firms as needed.
• Assist in UAT and advise on system functionality as required.

Skills

Administrative skills

Analytical thinking

Stakeholder communication

CRM experience

Admissions knowledge

Root cause analysis

Customer service

Education

GCSE Maths (Grade C)

Graduate level or equivalent

Job description

Specialist (Future Students Coordinator)

Date

26/02/2026

Function

Student Services

Head of Admissions

ReportingTo

Associate Manager

JDApprovedby

Director of Admissions

Brand

ULAW

About GUS Education India (GEI)

GUS Education India (GEI) is the education arm of Global University Systems, a leading European Education conglomerate. Established in 2017, GEI boasts a portfolio of over 35 Institutions and collaborates with prestigious universities and institutions worldwide, offering educational services that enhance their operations and impact.

Job Purpose

The Future Students Coordinator is responsible for providing excellent and seamless customer service to all applicants.

The Future Students Coordinator will provide expert support to applicants in relation to specific admissions-related tasks; so knowledge, enthusiasm, a very clear commitment to help and inform and above all professionalism, are pre-requisites for this role.

Organizational Structure

Associate Manager

University Services

Future Students Coordinator

University Services

Key Accountability

Actions

Future Students Coordinator

Proactive application management of a range of products as determined by the Admissions Management team. Ensuring that the pipelines for those courses are effectively managed in terms of meeting service level agreement (SLAs) standards of application review, outcome and response.

Review applications to ensure they meet entry criteria referring non-standard applications to the appropriate member of the Academic or Admissions Management team. Proactively ensuring that application outcomes are made and communicated to applicants within agreed timeframes.

Resolve applicant queries from prospective students via telephone, e-mail, live chat, WhatsApp and other communication channels, ensuring all relevant data is captured

Provide excellent customer service delivery which includes meeting department quality standards and responding in line with SLAs

Develop a full understanding of the applicant journey to ensure applicant requests to defer, transfer or cancel are administered in line with current Standing Operating Procedures (SOPs) and admissions cycle deadlines

Contribute to the end-to-end Scholarships administration process by:

responding to all scholarships related enquiries

contacting eligible candidates for further information

notifying all candidates of scholarships outcomes

Coordinate non-enrolment follow up (no-show) and subsequent tracking of information which will be used to further inform future process improvements

Work on a project basis to provide support on admissions activities as directed

Liaise with partner colleges, agents and firms where necessary

Assist with user acceptance testing (UAT) as required to ensure the release of new system functionality is working as intended, is accuracy and usable, providing feedback to the project team

Identifying process redundancies and removing the same so that the process becomes lightweight and free of non-value-added activities

Driving root cause analysis in collaboration with the broader team to identify and resolve processing related error(s) and recommending control points

Make recommendations for the updating of processes and procedures within the department to the Future Students Team Manager ensuring all processes and procedures are documented accurately

Fully participate in key Admissions events such as Confirmation and Clearing

Provide admissions support at events being conducted for admissions-related activity.

In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned by the Team Leaders, and other members of the Admissions Management Team from time to time.

Desired Profile

Qualification

• Native level of English language proficiency
• Equivalent of GCSE Maths at Grade C
• Graduate level or equivalent (desired)

Skills & Knowledge

• Excellent administrative and analytical skills with a keen eye for detail
• Able to communicate effectively with senior stakeholders on issues affecting their work
• Strong product knowledge of the higher education market and the products on offer at the institution
• Understanding of how to use student record databases/CRM solutions
• Understanding of the levels of Strong acumen towards root cause analysis and process re-engineering
• Demonstrates ownership to resolve challenging customer issues but is able to escape when necessary
• Ability to empathize with and prioritize customer needs
• Good comprehension skills with the ability to clearly understand and address customer issues appropriately
• Good composition skills with the ability to compose grammatically correct, concise and accurate written responses
• Actively seeks solutions through logical reasoning and data interpretation skills, and identifies trends to appropriate channel including improvement suggestions
• Ability to work to targets
• Ability to exercise judgement in line with organisational strategy prioritising work as appropriate

Behavioral Skills

• Excellent interpersonal skills with the ability to establish good working relationships, both internally and externally
• Positive & enthusiastic attitude.
• Empathetic to contemporary student issues
• Student focused with a passion for customer service and for continued improvement.
• Willingness to take on unfamiliar tasks and to work on items outside of their comfort zone
• Thorough in their approach to work with a meticulous eye for detail
• Proactive and capable of taking ownership of a student query till resolution
• Strong listening skills; able to identify solutions for students quickly and clearly
• Ability to embrace change in a professional environment

Relevant

Experience

• Working within a customer service environment, and in dealing with customers via a variety of communication mediums including face-to-face, on the phone, via email and social media.
• Managing large volumes of work in a customer-facing role
• Working in roles where an impeccable level of accuracy is key
• Consistently administering policies and protocols
• Working in a target focused environment

Special Circumstances

• The post holder will be expected to work hours in line with the Admissions team based in the UK. On occasions throughout the cycle the post-holder may be asked to work additional hours in order to meet business objectives.
• During peak periods it is anticipated that flexibility in working additional hours in evenings and at weekends may be necessary to achieve business objectives and will be administered in accordance with the University's overtime policy.

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, and safety policies of the company.
• At GUS Education India, GEI we truly believe that diverse culture, backgrounds, and experiences drive innovation.
• This role is a full-time position with a competitive salary and benefits package.
• The company offers comprehensive medical insurance to its employees, which includes hospitalization, accidental insurance, term insurance and Gratuity, which is over and above the compensation.
• To make the daily commute easier, safer, and less stressful, the company provides cab facilities to its employees to and from the workplace within 30 kilometers radius.
• The company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and a comprehensive leave package for employee well-being is offered, which includes 5 days of medical leave, 5 days of casual leave, 24 days of earned leave, 1 day of Happiness Leave, apart from 10 days of statutory leave, totaling to 45 days' time off in a year.