Acting Student Services Team Leader at Mancosa

About the position

Introduction

MANCOSA, a DHET registered and CHE accredited private higher education distance education provider, offering undergraduate and postgraduate business qualifications, has the following vacancy available: Acting Student Services Team Leader.

Duties & Responsibilities

CORE PURPOSE
The core purpose of the job is to provide efficient service to students within the departmental service level agreements and according to institutional rules to ensure the highest level of customer satisfaction is achieved.

CORE FUNCTIONS:

The Acting Student Services Team Leader will be responsible for the following:

• Providing overall coordination and supervision of regional Student Services Agents
• Acting as the first point of escalation for complex student queries and complaints
• Monitoring, tracking, and ensuring adherence to Service Level Agreements (SLAs)
• Reviewing, analysing, and acting on CSAT (Customer Satisfaction) scores and related data
• Preparing reports and insights on student service performance and trends
• Implementing corrective actions to improve student experience and service delivery
• Conducting portal training and onboarding sessions for first-time students upon registration
• Ensuring consistency and accuracy of information provided to students across the region
• Supporting and coaching Student Services Agents to improve performance and compliance
• Maintaining oversight of daily Student Services operations to ensure continuity and efficiency

Desired Experience & Qualification

Minimum requirements

To be considered for an Acting Student Services Team Leader position, the following minimum requirements are recommended:

Qualifications

• Minimum Diploma or Degree in:

o Education

o Business Administration

o Management

o Customer Service or a related field

Experience

• At least 2-3 years' experience in a Student Services, Customer Support, or Academic Administration environment

• Proven experience in:

o Handling escalated queries

o Working with SLAs and service metrics

o Supporting students in a higher education or training institution

o Previous team-leading or supervisory experience (acting or permanent) will be a strong advantage

Skills & Competencies

• Strong leadership and coordination skills

• Excellent communication and conflict-resolution abilities

• Ability to analyse data, CSAT feedback, and service reports to drive improvements

• High level of organizational and time-management skills

• Confidence in delivering training and system/portal demonstrations

• Strong administrative skills with attention to detail

• Ability to work under pressure and manage multiple priorities