Student Relations Specialist

ADvTECH; Sandton; On-site; ZAR 300,000 - 420,000; Full time

Benefits offered by this job

LinkedIn Learning access

Staff and family discounts on programs

Incentive bonus structure

Provident fund with Death & Funeral

Birthday vouchers

Competitive annual leave

Job summary

ADvTECH’s Emeris Sandton Campus is seeking a dedicated Student Relations Specialist to support student registrations, progression counselling, orientation, and ongoing queries. You will coordinate with academic operations, assist with policy communications, and help maintain student records with attention to privacy and quality service.

The role requires 2+ years administrative/customer service experience, a relevant degree, and strong interpersonal skills to engage with students across the

Qualifications

• Minimum of an Advanced Diploma or Degree (NQF Level 7)
• Postgraduate Diploma / Bachelor Honours Degree (NQF Level 8) advantageous.
• Minimum of 2 years administrative and customer service experience.
• 1 year of operational management/ project management experience.

Responsibilities

• Facilitates consultations with students regarding changes to registration contracts.
• Collaborates with Admission Centre to understand curriculum scenarios and advise accordingly.
• Supports the Retention Project on campus with Senior Specialist/Head roles.
• Delivers academic orientation for new and returning students with programme information.
• Manages dissemination of student policies and updates to stakeholders.
• Attends informal meet-and-greet sessions with students.
• Facilitates Programme Information Sessions and follow-up communications.
• Conducts class visits to address student concerns and provide updates.
• Provides assignment submission support with anti-plagiarism tools.
• Resolves student queries within SLA and escalates when needed.
• Captures details of student contacts in the academic system.
• Provides letters/documents generated from the system on request.
• Supports Student HUB queries and surveys rollout.
• Liaises with departments to stay updated on changes affecting students.
• Maintains student notes in the academic system and supports team.
• Complies with POPIA in handling student data.

Skills

Advanced interpersonal skills

Computer proficiency

Planning & time management

Results driven

Professionalism

Empathy

Customer service focus

Administrative skills

Education

Advanced Diploma or Degree

Postgraduate Diploma / Bachelor Honours advantageous

Tools

POPIA knowledge

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, Sandton 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 canvas 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 quires 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 an Advanced Diploma or Degree (NQF Level 7)
• Postgraduate Diploma / Bachelor Honours Degree (NQF Level 8) advantageous.

Minimum Work Experience Requirements

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

Student Relations Specialist Working Hours

Shift Hours

Monday to Friday:

• 07h00 to 16h00
• 08h00 to 17h00

Saturday (As required)

• 08h00 to 13h00

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.

Emeris isan 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.