Student Relations Specialist

**Direct Reporting Line**:
Senior Student Relations Specialist

**IIE MSA, since April 2019 we are part of The Independent Institution of Education (The IIE), a leader in the higher education sphere. The IIE is internationally recognised by the British Accreditation Council. IIE MSA, located on a 100-hectare campus in Ruimsig, Johannesburg, in the province of Gauteng. In addition to domestic (South African) students, IIE MSA is home to a diverse of cultures of students from 50 African countries.**

**The IIE MSA Ruimsig Campus in Roodepoort 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.
- 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 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.

**Student Relations Specialist Working Hours**:
**Shift Hours**:
Monday to Friday:

- 07h00 to 16h00
- 08h00 to 17h00
- 09h30 to 18h30

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 achievemen