Heriot-Watt University
Student Service Centre Administrator,
Heriot-Watt University, UAE
Full Job Description
Summary of Key Duties and Responsibilities
- Provide professional customer service in all interactions.
- Communicate effectively by phone, email, and in-person professionally and tactfully; respond promptly and accurately.
- Provide information and assistance to stakeholders on University rules, policies, procedures, and a comprehensive range of 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.
- Maintained Dubai student records, ensuring that student data was captured, retained, and processed at all student lifecycle stages.
- Develop and implement a regular audit schedule to ensure data quality and consistency, 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.
- Maintained clean and orderly Student Service Centre areas.
- Connect stakeholders with relevant Finance Department team members for non-standard payment plans and/or for returning postdated cheques from the bank for those
- wishing to amend payment methods before payments become due.
- Help plan, prepare, and implement 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
These are the criteria on which the short-listing and recruitment selection will be made.
- Educated to at least a 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
About the Company
At Heriot-Watt, we understand that being diverse makes us better, so we support a culture of respect and equal opportunity and value diversity at the heart of our work. We want to increase the diversity of our workplace to underpin a dynamic and creative environment.
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