Student Relations Specialist

Vega School; Midrand; On-site; ZAR 300 000 - 400 000; Full time

Job summary

An educational institution in Midrand is seeking a Student Relations Specialist to manage student queries, deliver orientation, and support academic engagement. The ideal candidate will have strong communication skills, relevant educational qualifications, and a background in customer service and administration. Join us to foster student success and create an engaging academic community.

Benefits

Lifelong learning opportunities through LinkedIn Learning

Staff and family discounts on educational programs

Incentive bonus structure based on performance

Provident fund contributions

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 for registration changes.
• Delivers academic orientation programme for new students.
• Resolves student queries within a committed time frame.
• Liaises with various departments for smooth query processing.
• Captures student contact details in the academic system.

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

Overview

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, Online Centre has a vacancy for a Student Relations Specialist.

Responsibilities

• Student Registration and Academic Progression Counselling
  Facilitates consultations with students when changes are required to their current registration contract (e.g., changes 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) to ensure students are advised correctly.
• Supports the Senior Student Relations Specialist, Campus Deputy Head and/or Head: Academic Operations and/or Deputy Head: Academic Operations in coordinating the Retention Project on campus.

• Active Student Engagement and Support
  Delivers the academic orientation programme for new and returning students, including 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 to explain and induct them on relevant policies and procedures governing student life on campus.
• Facilitates follow-up Programme Information Sessions via email broadcasts throughout the year to drip-feed policy and procedure information as deemed necessary by the Academic Operations department.
• Conducts periodic class visits to canvas student concerns and share relevant information.
• Provides assignment submission support related to the correct anti-plagiarism tool applicable to the respective programme.

• Student Query Resolution
  Resolves student queries via the appropriate channels 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 in the academic system.
• Provides letters/documents 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 changes or developments 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 knowledge of products and policies to ensure correct advising; identifies and flags student query trends and escalates to the Senior Student Relations Specialist; supports other team members to drive efficient resolution; complies with POPIA; collaborates with the Academic Operations team for efficient department operation.

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

Student Relations Specialist Working Hours:

• Monday to Friday: 07h00 to 16h00
• 08h00 to 17h00
• 09h30 to 18h30

• Saturday: 08:00-12:00 or 09:00-13:00

When students are not on campus, 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

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.