Senior Customer Relations Officer

The IIE (Pty) Ltd is the registered provider of higher education which is delivered through the following educational brands: Varsity College, Vega School, Rosebank College, and IIEMSA.

The Independent Institute of Education’s Central Academic Team (CAT) is responsible for the academic leadership and governance of the work done at the brands while each brand is managed as a business entity by its own divisional management team.

The IIE, as a registered provider, has ultimate responsibility for registration, curriculum delivery, assessment and certification of all education on these sites as well as for relationships with external partners particularly in the regulatory and accreditation arena.

The IIE operates through seven faculties and has established academic operations, compliance, and academic leadership infrastructure and processes.

The IIE’s Central Academic Team has a vacancy for a Senior Customer Relations Officer at The IIE’s offices based in Sandton.

The IIE (Pty) Ltd is a wholly owned subsidiary of ADvTECH Ltd which is listed on the JSE.

There is currently no direct management responsibility, but the incumbent will need to exercise influence across faculties and departments to deliver as required.

Report To

The Senior Customer Relations Officer will be supervised directly by the Senior Academic Operations Co-ordinator (Student Hub) who reports to the Deputy Registrar - Office of the Registrar.

Job Purpose

The successful incumbent will be dealing with academic and general student queries through a centralised student query and complaints service desk within the IIE Assist system. Liaising with students, parents, relevant staff at the national Brands/Campuses as well as relevant staff within The IIE.

Key Performance Areas

• Addressing all student queries for both current and past students.
• Dealing with assessment, graduation, registration, certificate, admission, account, and various other student-related queries or complaints.
• Interrogating queries adequately, expertly, and empathetically, using all necessary resources available to resolve queries/complaints.
• Contacting students and parents with follow-up on all cases reported and solved.
• Dealing with all queries/complaints using the IIE Assist system.
• Channeling all unresolved queries at first contact to the relevant staff for their investigation and required involvement.
• Taking ownership of all complaints/queries logged and managing the expectations of the student/parent.
• Resolving the queries timeously and professionally.
• In all cases, ensuring that the relevant policy and process are understood and the STASY or system-related process is actioned and the student is provided the relevant letters as applicable to students via IIE Assist or via email to the alumni student.

• The person would need a minimum of two to three years in total working experience in administration and operations in an education environment.
• Call Centre experience will be advantageous.
• Any combination of experience and education that provides the required knowledge, skills.

• The ability to work under pressure.
• The ability to understand and adhere to academic policies and procedures and communicate accordingly.
• Excellent communication skills – both verbal and written.
• Attention to detail.
• Interpersonal skills characterized by tact and diplomacy and an ongoing ability to participate effectively in a team.
• High delivery ability, including the capacity to organise your own work.
• Strong organisational and problem-solving skills.
• Skill in the use of telecommunications equipment as well as maintaining good telephone etiquette.
• Skill in using IT applications effectively to administer this service to students.