Senior Student Relations Specialist: Quality & Compliance

Emeris consolidates resources and expertise from IIE Varsity College, IIE MSA, IIE-Vega School, and IIE School of Hospitality & Service Management, with a unified approach ensuring a consistent standard of excellence in teaching, learning, and student support.

Emeris, Pretoria National Office has a vacancy for a Senior Student Relations Specialist: Quality & Compliance.

Duties and Responsibilities:

Strategic Alignment of Customer Service

• Reviews and monitors all Emeris Assist queries across multiple channels to ensure adherence to Emeris service level agreements.
• Evaluates analytics dashboards to identify query trends and proactively implement strategies and interventions across departments to improve customer service and experience.
• Reviews and evaluates the timeous distribution and dissemination of Assist queries to campuses and agents accordingly.
• Analyse, track, and provide recommendations on agents’ capacity and responsibilities across Assist, based on both qualitative and quantitative outcomes.
• Identifies and implements collaborative work flows across various departments to ensure student queries are dealt with fairly and efficiently.
• Identifies trends and backlogs on Emeris Assist across multi- departmental categories and collaborates with departmental supervisors/ managers to optimise service delivery and reduce customer effort score.

Operational Support

• Collaborates with various departments to thoroughly understand products, policies and procedures across all student touchpoints to ensure students receive accurate guidance.
• Provides training on products, policies and procedures as it relates to Emeris Assist and student query resolution.
• Implements interventions to ensure smooth operation of service delivery via Emeris Assist.
• Collaborates with various departments and stakeholders on complex queries.
• Ensures student support and service interventions uphold the Institution's commitment to equality, diversity and inclusion.
• Supports as a service desk agent during peak periods.

Quality assurance and compliance

• Manage enhanced student query feedback and resolution against institutional policies, procedures, regulatory compliance and frameworks across multi-disciplinary portfolios.
• Provides guidance, expertise, and management on matters related to applicable policies, student rights and responsibilities, the process of adjudication, disputes and institutional precedence.
• Records and maintains institutional precedence protocols and audits as it relates to Emeris Assist approvals and appeals.
• Reviews and actions remedies for improvement across department and system functionality as it relates to user experience.
• Conduct routine internal audits to ensure consistent, accurate and high-standard responses to students.
• Identifies and manages root causes of non-compliance and coordinate preventative actions across multiple departments.
• Investigates and resolves escalated student queries and complaints.
• Collaborates with various stakeholders, establish quality-assurance standards and service-level objectives for the response to and resolution of student queries and requests.
• Develop and maintain response templates and scripts on Emeris Assist against institutional policies, procedures and regulatory frameworks.

Competencies / Skills required:

• Advanced interpersonal and communications skills
• Computer proficiency
• Planning & time management skills
• Results driven and able to handle pressure
• Professionalism
• Empathy
• Customer service driven/focused
• Advanced administrative and organisational skills

Minimum Qualification Requirement:

• Minimum of an Advanced Diploma or Degree (NQF Level 7), Postgraduate Diploma / Bachelor Honours Degree (NQF Level 8) advantageous.

Minimum Work Experience Requirement:

• Minimum of 4 years of administrative and customer service experience, 4 years of operational management/project management experience, and 4 years of Higher Education Quality Assurance relating to compliance and institutional precedence.

Salary:

• Competitive salary commensurate with experience.

Benefits:

• Lifelong learning opportunities through LinkedIn Learning subscriptions.
• Staff and family discounts on educational programs within our brand portfolio.
• Incentive bonus structure based on performance and achievement of goals.
• Birthday vouchers to celebrate your special day.
• Competitive annual leave allowance for well-deserved time off and rejuvenation.

Application Response:

• Due to the high volume of CVs received, please note that personal contact with all applicants may not be feasible. Only candidates whose qualifications and skills closely align with the position requirements will be contacted for interviews

Technical Support:

• Should you experience technical difficulties applying for the position, kindly use the following URL for further assistance : https://hire.simplify.hr/ContactUs

Emeris is an Equal Opportunity Employer. However, preference may be given to previously underrepresented groups in accordance with the South African Employment Equity Act. The company reserves the right to close or place the vacancy on hold at any time, without prior notice.