Student Service Centre Administrator - Dubai

Purpose of Role
The Student Service Centre is the first point of contact and delivers a
variety of services, including enrolment, student account payments, and
student records. The Student Service Centre Administrator provides prompt and
professional service to a wide range of stakeholders, including students,
parents, staff and external entities.
This position requires strong attention to detail and effective communication.
The Student Service Centre Administrator receives student account payments,
investigates and resolves inquiries, explains University rules, policies and
procedures, maintains student records, and performs administrative duties,
such as composing replies, preparing reports, and processing requests for
letters, transcripts and attestation.
The post holder will work as part of the Student Service Centre and Student
Records teams under the direction of the Head of Registry and Student
Services.

Summary of Key Duties and Responsibilities:
* Provide professional customer service in all interactions.
* Communicate effectively by phone, email and in-person in a professional and tactful manner; respond promptly and accurately.
* Provide information and assistance to stakeholders on University, rules, policies and procedures, and a wide range services. This includes enrolment, letters, student records, visa, finance and transport. If outside the scope of the Student Service Centre, connect the stakeholder with the relevant recipient/staff.
* Fulfill requests for transcripts, letters, attestation and other academic services.
* Maintain accurate and complete student records.
* Process the submission of documents and service requests from students, such as completed University forms and assignments/courseworks. Ensure each submission is correctly recorded and directed to the relevant recipient/staff.
* Investigate and resolve inquiries. If outside the scope of the Student Service Centre, connect the stakeholder with the relevant recipient/staff.
* Maintain clean and orderly Student Service Centre areas.
* Receive student account payments (via cheque, credit card, cash). Accurately report payments in the relevant financial systems, issue receipt/invoice and (if relevant) issue change.
* Query and analyze student accounts. Connect stakeholder with relevant Finance Department team member to resolve advanced queries.
* Connect stakeholder with relevant Finance Department team member for non-standard payment plans and/or for return of postdated cheques from the bank for those wishing to amend payment method prior to payments becoming due.
* Help with planning, preparing and implementing various Registry and Student Support events, such as induction, enrolment and graduation.
* Maintain confidentiality of University and student records.
* Prepare, compile and maintain periodic activity reports and records.
* Other duties as assigned to support the mandate and goals of the Registry and Academic Support Directorate.

Education, Qualifications & Experience:
Essential
* Educated to at least degree or similar or equivalent practical experience in the workplace
* Experience of working within a similar environment as outlined above
* Excellent English language skills including writing, speaking and comprehension
* Competent in the use of relevant IT packages
* Analytical problem-solving skills
* Well-developed interpersonal skills
* Demonstrable excellent customer service
* Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
* Demonstrable professional and proactive approach

Desirable
* Experience in Higher Education
* Specific IT software package knowledge
At Heriot-Watt we understand that being diverse makes us better which is why
we support a culture of respect and equal opportunity, and value diversity at
the heart of what we do. We want to increase the diversity of our workplace to
underpin a dynamic and creative environment.

The appointment is conditional upon successful completion of all Labour and
Immigration formalities, and the start date will need to be delayed if the
employment visa is not in place.