Student Service Centre Administrator - Dubai Campus

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 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 Dubai student records, ensuring that student data is captured, retained, and processed at all stages of the student lifecycle.
* Develop and implement a regular schedule of audits to ensure quality and consistency of data, addressing any gaps.
* Maintain an accurate and current KHDA student database and complete KHDA submissions related to student data, including the Annual Census, under the supervision of the Student Records Lead.
* Process the submission of documents and service requests from students, such as completed University forms and assignments/coursework. 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.
* 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
*
a €˜How to Apply'
Interested applicants must submit applications attaching an updated CV.
At Heriot Watt we are passionate about our values and look to them to connect
our people globally and to help us collaborate and celebrate our success
through working together. Our research programmes can deliver real world
impact which is achieved through the diversity of our international community
and the recognition of creative talent that connects our global team.
Our flourishing community will give you the freedom to challenge and to bring
your enterprising mind and to help our partners with solutions that can be
applied now and in the future. Join us and Heriot Watt will provide you with a
platform to thrive and work in a way that also helps you live your life in
balance with well-being and inclusiveness at the heart of our global
community.
The appointment is conditional upon successful completion of all Labour and
Immigration formalities.