Student Services Advisor

Location: Cape Town

Working Practices: Hybrid | Mondays and Thursday in office and remaining days remote

Contract Type: Permanent

Working Hours: 07H00 - 15H30 SAST

Reports to: Team Leader - Student Services

Job summary: 

The Student Services Advisor will be responsible for a range of basic administrative functions contributing to the effective services of students across Higher Education and VET programs.  

The role will entail primarily data entry into the student management systems and responding to student queries but will also involve a degree of initiative to support the Student Services team. 

Key Responsibilities:

Student Services Processes

• Provide general advice to staff and students about: 
• student and course related policy, procedures and regulations 
• enrolment options, student administration processes and timelines, 
• basic course advice and progression  
• Assist with the professional and timely processing of:  
• Requests for Amendment to Enrolment, Course Withdrawals, Leave of Absence, re-enrolment 
• Cross faculty requests 
• Personal detail change requests

• Participate in ongoing training and development to ensure understanding and proficiency across all student services areas
• Quality assurance- ensure all enrolments meet the requirements of the University policy

Customer Service

• Ensure all enquiries are acknowledged and promptly responded to according to an agreed Service Level Agreement ensuring excellent customer service
• Deliver high-quality processes that deliver exemplary service performance.

Planning, Coordination and Support

• As required support the wider student operations to provide an exceptional student experience. 
• Assist with student progression, exams, results, and any other cyclical student process across Higher Education and VET

Key Relationships:

Internal

• Student Services
• Student Advisors
• Course consultants

External 

• Students

What does success look like?

A high-level of student satisfaction, success and engagement as evidenced through student satisfaction surveys

Timely and quality completion of administrative tasks to support the student experience as per a Service Level Agreement.

The ability to identify and report on issues affecting students and the capacity to propose strategies that will help to resolve them.

Ability to actively demonstrate the Company’s values.

Requirements

• Able to thrive in a high performing and values-based environment .

• Demonstrated ability to positively contribute to the development of a culture that maximises employee and student engagement.
• A solution-focused attitude to problem solving.
• Demonstrated experience in an administrative role which required coordination of a range of functions and provision of advice about, and interpretation of, policies and procedures, preferably in a tertiary education institution.
• A demonstrated commitment to exemplary customer service principles and the ability to be flexible and responsive to customer needs.
• Evidence of being a hands-on self-starter with a solution-focused attitude to problem solving.
• Demonstrated high level computer literacy including the use of e-mail, word processing, spreadsheet, and database applications and the demonstrated capacity to learn new programs.
• Excellent interpersonal communication skills to facilitate the provision of advice and support required by both staff and students.
• Excellent written communication skills and an eye for detail.
• Ability to communicate and work effectively in a team environment.
• Tertiary qualification, or substantial progress towards the completion of a tertiary qualification is highly desired.

Benefits

About OES

OES is a vibrant and values-led organisation, and we are passionate about enhancing lives through education. We work with university partners, training institutes, and professional bodies worldwide, to develop and enable immersive and engaging learning experiences. We empower our teams to be student-focused, innovative, and embrace change with a growth mindset to ensure we achieve our vision of being the world’s most impactful enabler of education. We encourage our people to grow and develop through teamwork and a diverse range of projects, programs and challenging work. We trust our people to deliver, so when you work with OES, you will join a team who are empowered to impact every day.

Company Culture & Values 

We are a people-focused organization with a culture built around collaboration, connection, and working together toward one common goal. Our vibrant, values-led culture is grounded in four core principles that guide everything we do: 

Passion and Perseverance: We love what we do (even though it’s not always easy) and take pride in creating transformative learning experiences. We bring a ‘can-do’ attitude to our work, tackling challenges and inspiring others. 

Teamwork: We operate as cross-functional teams globally with trust and respect, celebrating success. We have fun while we work and enjoy collaborating with each other and OES partners. 

Agility and Innovation: We are innovative, lateral thinkers who use our skills to do things better for our students. We thrive in ambiguity, embrace change and challenge conventional thinking.  

Integrity: We do what’s right, and what we say we will do, every time. We value a culture of respectful feedback and believe that respect trumps harmony. 

What We Offer* 

• Employee Assistance Program (EAP)
• Flexible work for genuine career-life fit
• A healthy and supportive company culture
• Generous annual leave
• Paid maternity and paternity benefits
• Study leave
• Professional development and mentoring
• OES Culture Club events
• Company funded lunch and drinks every 6 weeks

*Policy T&Cs apply for certain benefits