Shelley Williams

Deliver comprehensive and high quality support to current students

• Provide enhanced customer satisfaction by efficiently addressing and resolving student enquiries and concerns via all channels (face to face, telephone, email, webchat)
• Maintain knowledge of University procedures, regulations, system processes, policies and any other relevant governance.
• Escalate enquiries to Leadership Group where appropriate or direct students to complaint processes where required.
• Communicate and engage with various stakeholders including members from Leadership Group, Student Support, Counselling, Equitable Learning Services,
• Provide relevant information and advice relating to enrolments, award documents, fee payments & extensions, government processes and graduation.
• Discuss with students, support services available and make appointments for students to meet with staff members from Student Support, Counselling and Equitable Learning Services
• Provision of Staff training

• Administration - Course set up, managing key accounts for clients with special conditions and preparation of monthly spreadsheets where required
• Customer Service - Meet and greet course participants, answer all telephone enquires and emails from clients including taking bookings, providing course information, assistance with choosing suitable courses
• Database Management - cloning classes, creating new classes, altering course details, entering pricing and creating various reports where required to assist with decision making
• Staff training & documentation of procedures for short course training manual

• Weekly Accounts
• Administration for t finance team
• Answering all telephone calls
• Greeting guests