About the position
Are you passionate about improving the student experience and supporting learners through their academic journey? Are you a confident communicator with strong problem-solving skills? If so, we’d love to hear from you!
We’re looking for a dedicated and proactive Student Relations Specialist to join our student-focused Customer Relations Centre, the first point of contact for students needing support, guidance, or solutions.
About the Role
Reporting to the Senior Customer Relations Officer, you will play a vital role in managing and resolving student queries across all aspects of the student journey. You’ll work closely with academic and operational departments to support student registration, academic progression, and provide day-to-day advice on policies, procedures, and systems.
Your work will directly impact student satisfaction, engagement, and retention—and no two days will be the same!
What You’ll Be Doing
Student Registration & Academic Progression Support
- Consult with students to facilitate registration changes and ensure correct academic planning.
- Provide expert guidance on curriculum structures and transitions.
- Support campus retention initiatives and assist with registration projects.
Active Student Engagement
- Deliver engaging academic orientation sessions.
- Present programme information and policy updates in class and via email broadcasts.
- Build student relationships through class visits and informal meet-and-greets.
- Provide assignment submission and academic systems support.
Query Management & Resolution
- Resolve student queries via email, phone, face-to-face, or The Student HUB within SLA timeframes.
- Escalate complex or unresolved cases to the Senior Customer Relations Officer.
- Maintain accurate student records and generate formal documents or letters as needed.
- Assist with surveys and feedback initiatives to continuously improve service.
Cross-Departmental Collaboration
- Liaise with academic and support departments to ensure seamless handling of student needs.
- Stay up to date with changes to programmes, policies, and support services.
Team Support & Admin
- Keep all student interaction notes up to date in the system.
- Identify and flag student issues or trends for team awareness and escalation.
- Uphold POPIA and data privacy compliance.
- Collaborate with the broader Academic Operations team to deliver a high-quality student experience.
What We’re Looking For
- A customer-centric approach with strong communication skills.
- Experience resolving complex queries in a fast-paced environment.
- Confident in delivering presentations and engaging with groups of students.
- A natural collaborator who works well across departments and levels.
- Proficient in administrative systems and digital communication platforms.
- Previous experience in student support, education, or customer service (strongly preferred).
- Knowledge of academic structures and registration processes (advantageous).
Desired Skills:
- sales
- customer service
- admin
