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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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