About the position
This role plays a critical role as a student-facing Centre of Excellence, ensuring an exceptional student experience across all stages of the academic lifecycle. Reporting to the Senior Customer Relations Officer / Academic Operations leadership, this role is responsible for managing complex student queries, providing expert guidance on registration and academic progression, and supporting campus-wide retention initiatives.
As a senior member of the Customer Relations Centre, the incumbent acts as a key liaison between students and non-student-facing Centres of Excellence, while also providing mentorship, operational support, and insights to improve service delivery.
Key Responsibilities
Student Registration & Academic Progression Counselling
- Facilitate in-depth consultations with students requiring changes to their registration contracts (within semesters, between semesters, or across academic years).
- Interpret and advise on complex curriculum scenarios, including phase-in and phase-out structures, in collaboration with the Admissions Centre.
- Support and co-ordinate campus Retention Projects alongside Academic Operations leadership.
Active Student Engagement & Support
- Deliver academic orientation programmes for new and returning students, including programme structures, academic policies, and the academic calendar.
- Manage and communicate student-related policy updates and amendments.
- Conduct programme information sessions, class visits, and student engagement initiatives to address concerns and reinforce academic procedures.
- Facilitate ongoing communication campaigns via email to ensure consistent awareness of policies and processes.
- Provide guidance on assignment submission processes, including the correct use of anti-plagiarism tools.
Student Query Resolution
- Resolve complex student queries across multiple channels within agreed Service Level Agreements.
- Ensure accurate and detailed capturing of all student interactions on the academic system.
- Generate and issue official academic letters and documentation upon request.
- Manage escalated and unresolved queries from The Student HUB, referring to senior leadership where required.
- Support the administration and roll-out of student satisfaction and customer-related surveys.
Cross-Departmental Liaison
- Engage with academic and administrative departments to remain informed of changes impacting student processes.
- Facilitate seamless resolution of student queries that require interdepartmental collaboration.
Team Support, Administration & Compliance
- Ensure consistent and accurate student notes and records are maintained on academic systems.
- Maintain advanced knowledge of programmes, products, and institutional policies.
- Identify recurring query trends and proactively escalate insights to senior management.
- Support, guide, and mentor Customer Relations Centre team members to drive service excellence.
- Ensure full compliance with POPIA and relevant institutional governance requirements.
- Collaborate closely with the broader Academic Operations team to support operational efficiency.
Minimum Requirements
- Relevant tertiary qualification.
- Proven experience in customer relations, student administration, or academic operations within a higher education environment.
- Strong knowledge of academic policies, registration processes, and student lifecycle management.
- Excellent communication, problem-solving, and stakeholder engagement skills.
- Demonstrated ability to manage complex queries and support team operations.
- High level of professionalism, discretion, and compliance awareness (POPIA).
Ideal Candidate Profile
- Student-centric with a strong service orientation.
- Confident in handling sensitive and complex student matters.
- Detail-driven with strong administrative and system skills.
- Comfortable working in a fast-paced, high-volume academic environment.
- Able to support leadership and contribute to continuous process improvement.
Please note that only suitable candidates will be contacted.
Desired Skills:
- admin jobs
- education jobs
- student advisor jobs
