Student Relations Specialist

ADvTECH; Gauteng; On-site; ZAR 300 000 - 400 000; Full time

Job summary

A leading educational institution in South Africa is seeking a dedicated Student Relations Specialist to support students in their academic journey. The role involves active engagement and counselling, resolving queries, and collaborating with various departments for effective student support. Ideal candidates will have strong interpersonal skills and a minimum of two years' experience in administration and customer service. The role offers a competitive salary and benefits focused on personal development and well-being.

Benefits

Lifelong learning opportunities through LinkedIn Learning subscriptions

Staff and family discounts on educational programs

Incentive bonus structure based on performance

Provident fund contributions including Death & Funeral Cover

Birthday vouchers

Competitive annual leave allowance

Qualifications

• Minimum of 2 years administrative and customer service experience.
• 1 year of operational management/project management experience.

Responsibilities

• Facilitates consultations with students regarding registration changes.
• Delivers academic orientation programas for new and returning students.
• Resolves student queries via appropriate channels within set time frames.
• Liaises with various departments for student query processing.

Skills

Advanced interpersonal and communication skills

Computer proficiency

Planning & time management skills

Results driven and able to handle pressure

Professionalism

Empathy

Customer service driven/focused

Advanced administrative and organisational skills

Education

National Diploma/Advanced Certificate (NQF Level 6)

Advanced Diploma or Degree (NQF Level 7)

Job description

Direct Reporting Line: Senior Student Relations Specialist

Emeris consolidates resources and expertise from IIE Varsity College, IIE MSA, IIE-Vega School, and IIE School of Hospitality & Service Management, with a unified approach ensuring a consistent standard of excellence in teaching, learning, and student support.

Emeris, Ruimsig Campus has a vacancy for a Student Relations Specialist

Duties and Responsibilities

Student Registration and Academic Progression Counselling

• Facilitates consultations with students in cases where a change is required to their current registration contract, e.g. this could be for students who wish to change within a semester, between semesters or between years of study.
• Works with the Admission Centre to understand different curriculum scenarios (e.g. phase-in and phase-out etc.) to ensure that the student is advised correctly.
• Supports the Senior Student Relations Specialist, Campus Deputy Head and/or Head: Academic Operations and/or Deputy Head: Academic Operations in co‑ordinating the Retention Project on campus.

Active Student Engagement and Support

• Delivers the academic orientation programme for new and returning students by means of programme information presentations, an overview of pertinent academic policies and an outline of the academic year etc.
• Manages the dissemination of student related policies (new and updates).
• Attends informal meet‑and‑greet sessions with students.
• Facilitates Programme Information Sessions by addressing students in class with a view to explain and induct the students on the relevant policies and procedures that govern student life on campus.
• Facilitates follow‑up Programme Information Sessions by way of email broadcasts that occur throughout the year and that drip feed policy and procedure related information to the students as is deemed necessary by the Academic Operations department.
• Conducts periodical class visits to canvass student concerns and share relevant information.
• Provides assignment submission support with regards to the correct anti‑plagiarism tool applicable to the respective programme.

Student Query Resolution

• Resolves student queries via the appropriate channel/s within a committed time frame in line with the agreed Service Level Agreement for the Student Relations Centre and escalates queries to the Senior Student Relations Specialist where appropriate.
• Captures details of all student contact made by the Student Relations Centre on the academic system.
• Provides various letters/documents that are generated from the academic system on request by students.
• Assists with unresolved queries from The Student HUB and escalates queries to the Senior Student Relations Specialist where queries require further attention.
• Assists with the roll out of all relevant customer related surveys.

Cross Departmental Query Resolution

• Liaises with various departments on campus to stay up‑to‑date with any relevant changes or developments in those departments in order to enable the smooth processing of student queries.

Team Support, General & System Administration

• Responsible for ensuring all student notes are captured in the academic system.
• Maintains a good knowledge of products and policies in order to ensure that students are advised correctly.
• Identifies and flags student query trends and escalates these identified trends to the Senior Student Relations Specialist where required.
• Supports other members of the Student Relations Centre team to ensure and drive the efficient resolution of student queries.
• Complies with The Protection of the Personal Information Act (POPIA) legislation relevant to the Student Relations Centre.
• Supports and collaborates with other members of the Academic Operations team to ensure the efficient running of the Academic Operations department as a whole.

Competencies Required

• Advanced interpersonal and communication skills
• Computer proficiency
• Planning & time management skills
• Results driven and able to handle pressure
• Professionalism
• Empathy
• Customer service driven/focused
• Advanced administrative and organisational skills

Minimum Education Requirements

• Minimum of a National Diploma/Advanced Certificate (NQF Level 6)
• Advanced Diploma or Degree (NQF Level 7) is advantageous.

Minimum Work Experience Requirements

• Minimum of 2 years administrative and customer service experience.
• 1 year of operational management/project management experience.

Shift Hours

• Monday to Friday: 07h00 to 16h00
• Monday to Friday: 08h00 to 17h00

When students are not on campus throughout the year normal working hours apply.

Salary

• Competitive salary commensurate with experience.

Benefits

• Lifelong learning opportunities through LinkedIn Learning subscriptions.
• Staff and family discounts on educational programs within our brand portfolio.
• Incentive bonus structure based on performance and achievement of goals.
• Provident fund contributions, including Death & Funeral Cover, to support your financial well‑being and future planning.
• Birthday vouchers to celebrate your special day.
• Competitive annual leave allowance for well‑deserved time off and rejuvenation.

Application Response

• Due to the high volume of CVs received, please note that personal contact with all applicants may not be feasible. Only candidates whose qualifications and skills closely align with the position requirements will be contacted for interviews.

Technical Support

• Should you experience technical difficulties applying for the position, kindly use the following URL for further assistance : https://hire.simplify.hr/ContactUs

Equal Opportunity Employer

Emeris is an Equal Opportunity Employer. However, preference may be given to previously underrepresented groups in accordance with the South African Employment Equity Act. The company reserves the right to close or place the vacancy on hold at any time, without prior notice.