Academic Operations Co-ordinator

4 days ago

Johannesburg, South Africa The Independent Institute of Education Full time

The IIE (Pty) Ltd is the registered provider of higher education which is delivered through the following educational brands: Varsity College, Vega School, Rosebank College and IIEMSA.

The Independent Institute of Education’s Central Academic Team (CAT) is responsible for the academic leadership and governance of the work done at the brands while each brand is managed as a business entity by its own divisional management team.

The IIE, as registered provider, has ultimate responsibility for registration, curriculum delivery,

assessment and certification of all education on these sites as well as for relationships with external partners particularly in the regulatory and accreditation arena.

The IIE operates through seven faculties and has established academic operations, compliance and academic leadership infrastructure and processes.

**The IIE’s Central Academic Team have a vacancy for an Academic Operations Co-Ordinator at The IIE’s offices based in Sandton.**

The IIE (Pty) Ltd is a wholly owned subsidiary of ADvTECH Ltd which is listed on the JSE.

There is currently no direct management responsibility, but the incumbent will need to exercise influence across faculties and departments to deliver as required

**Report to**:
The Academic Operations Co-Ordinator will be supervised directly by the Senior Operations Coordinator (Student Hub) who reports to the Deputy Registrar - Office of the Registrar.

**Job Purpose**:
The successful AOC incumbent will be dealing with academic and general student queries through a centralised student query and complaints service desk within the IIE Assist system. Liaising with students, parents, relevant staff at the national Brands/Campuses as well as relevant staff within The IIE.

**Key Performance Areas**:

- Addressing of all student queries for both current and past students
- Dealing with assessment, graduation, registration, certificate, admission, account and various other student related queries or complaints.
- Interrogating queries adequately, expertly and empathetically, using all necessary resources available to resolve queries/complaints
- Contact students and parents with follow up on all cases reported and solved
- Dealing with all queries/complaints using the IIE Assist system.
- Channelling all queries unresolved at first contact to the relevant staff for their investigation and required involvement
- Taking ownership of all complaints/queries logged and manage the expectations of the student/parent.
- Resolve the queries timeously and professionally

**Qualifications**:
Minimum of an Advanced Diploma or Bachelor’s Degree

**Experience**:

- The person would need a minimum of two to three years in total working experience in administration and operations in an education environment.
- Call Centre experience will be advantageous.
- Any combination of experience and education that provides the required knowledge, skills
and abilities

**Competencies**:

- The ability to work under pressure
- The ability to understand and adhere to academic policies and procedures and communicate accordingly.
- Excellent communication skills - both verbal and written.
- Attention to detail.
- Interpersonal skills characterized by tact and diplomacy and an ongoing ability to participate effectively in a team.
- High delivery ability, including capacity to organise your own work.
- Strong organisational and problem solving skills.
- Skill in the use of telecommunications equipment as well as maintaining good telephone etiquette.

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