Job Description

Location: Noida, India

JOB OVERVIEW

The Assistant Manager (Assessment) reports to the Head of Customer Service, with responsibilities across all functional areas of managing escalations / urgent requests for the UK/HENA/ ANZ source market. The Assistant Manager also manages the customer service Team Coordinators and Senior Coordinators in setting daily priorities and providing required training and supervision. They establish and maintain good working relations with the Study Group Sales team (Direct & Indirect) and partner agents. They identify and implement effective working practices for the admissions process to ensure target goals for customer service, service level agreements, response time and accuracy are consistently met.

The successful applicant will have experience working in a highly pressurised and deadline-driven customer-facing environment. Knowledge of global education systems and experience working in the education industry is highly desirable.

KEY RESPONSIBILITIES

Customer Service Operations:

In collaboration with the Customer Service Head responsible for the following operations functions:

• Train new Admissions Coordinators in various Source & Destination Markets
• Troubleshoot system errors experienced by the Customer Service Team, advise them to submit IT helpdesk tickets
• Make recommendations to improve the admissions processes and/or reports to be as efficient as possible
• Coordinating with the regional sales team and Key Agents to understand their challenges and make recommendations for improvement

Supervise Customer Service Team Coordinators and Senior Coordinators:

• Participate in staffing and prepare onboarding plan for all new customer Service coordinators
• Lead training and coaching sessions
• Create an empowered and productive working environment through positive and timely feedback, ensuring appropriate involvement, delegation and monitoring of staff

Application Processing and Performance Management:

The Assistant Manager processes applications as a member of the Assessment Team and conducts performance checks to ensure admissions processes are adhered to.

• Primary admissions contact for Study Group recruitment staff and Study Group partner agents.
• Serve as primary contact for escalations from the Sales/Customer Service team.
• Communicate information regarding admissions requirements and localized entry requirements (LERs) to the recruitment/sales team and partner agents.
• Accurately respond to inquiries from university admissions staff, Study Group recruitment staff and Study Group partner agents according to specified procedures.
• Maintain superior customer service with students, university admissions staff, Study Group recruitment staff and Study Group partner agents.

Credential Evaluation Oversight

• Assess international applications and enrolments according to specified procedures within agreed timeframes.
• Conduct evaluations of international credentials, calculate GPAs and make decisions regarding admissibility and eligibility for undergraduate and graduate programs.
• Communicate information regarding admissions requirements and localized entry requirements (LERs) to the recruitment/sales team and partner agents.
• Accurately respond to inquiries from university admissions staff, Study Group recruitment staff and Study Group partner agents according to specified procedures.
• Enter and track application data on student enrolment databases, maintain all student records ensuring data is accurate and current on all enrolment reports.

EXPERIENCE

• Fluent English (written, spoken, reading)
• Familiarity working with international education systems and credential evaluation
• Experience working with international students and/or in university admissions preferred
• Experience working in a high-pressure environment within a customer service environment.
• Understanding of international educational systems
• Knowledge of data management systems
• Will be required to quickly gain a detailed knowledge of:

• University partners and programs
• Program-specific requirements and assessment processes
• Study Group\xe2\x80\x99s end-to-end Admissions processes
• Company structure and communication processes
• Excellent customer service and data entry skills
• Excellent attention to detail, highly organized and self-motivated
• Ability to prioritize workload
• Strong problem-solving skills
• Ability to work under pressure

ABOUT US

We are a global pathway provider in International Education, working collaboratively with over 50 universities around the world, offering over 500 undergraduate and postgraduate teaching programmes. Voted as 2017, 2018, 2020, and 2021 Global Pathway Provider of the year, our people are united with the shared ambition of providing a world-class education to talented students from across the globe.

With a truly global outlook and offices all over the world, our international team uses its expertise, knowledge, and commitment to create opportunities and add value. We are determined to grow and innovate in our field, providing our students and partners with high-quality outcomes across the higher education space.

ORGANISATIONAL COMPLIANCE

Study Group is committed to safeguarding and promoting the welfare of its students, and expects all staff and volunteers to share the same dedication. Applicants will be required to undergo child protection screening appropriate to the role, including checks with past employers, an Enhanced Check from the Disclosure and Barring Service (DBS) and overseas criminal records if appropriate.

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