Student Service Centre Administrator- Dubai Campus

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 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.
• She maintained clean and orderly Student Service Centre areas.
• Connect stakeholders with relevant Finance Department team members for non-standard payment plans and return 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 for making the short-listing and recruitment selection essential.

• 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 pressure 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, 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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