The Student Life Team manages the academic administration connected with the full student lifecycle and coordinates a broad range of non-academic activities. We connect students, academic teams, campus operations and external partners so that processes are clear, records are reliable and students receive timely, practical support throughout their studies.
The Student Services Officer plays a key role in supporting the student journey by delivering high-quality administrative services and ensuring effective communication between the institution and its students. The role focuses on maintaining accurate student records, coordinating academic processes, and providing timely support to enhance the overall student experience.
Key Responsibilities
Student Support and Customer Service
- Welcome students to the Student HUB and provide friendly, professional in-person support.
- Respond to academic and non-academic enquiries relating to attendance, timetables, enrolment, campus services, policies, and procedures.
- Provide clear guidance and refer complex matters to the appropriate department.
- Support students through in-person, email, telephone, and online communication channels.
- Respond to student emails promptly and ensure enquiries are followed up and resolved.
- Issue official letters and other student documents accurately and on time.
- Support on-campus matriculation and registration, ensuring all required steps are completed.
- Provide new students with essential information about their studies, procedures, and campus services.
- Maintain accurate and up-to-date student records in line with institutional and data-protection requirements.
- Coordinate attendance monitoring and maintain accurate attendance records.
- Respond to attendance-related enquiries and meet with students to discuss attendance and engagement.
- Coordinate student satisfaction surveys, including distribution, participation monitoring, and analysis of results.
- Plan and organise on-campus events and activities for students.
- Manage event logistics, communications, attendance, and coordination with relevant teams.
- Contribute ideas that improve student engagement and the campus experience.
- Work closely with academic teams, campus operations, and other departments.
- Complete additional administrative duties and projects assigned by the Manager.
Minimum Qualifications:
- Proven experience in front-line customer service or similar roles.
- Excellent attention to detail and strong organizational and time management skills.
- Proficiency in business correspondence and professional communication with customers.
- Strong working knowledge of the MS Office Suite (Word, Excel, Outlook, PowerPoint).
- Fluency in English (written and spoken).
- Minimum A2 level in German (written and spoken).
- Exceptional interpersonal skills with a customer-service-oriented mindset.
- Demonstrated ability to handle sensitive information with discretion and maintain confidentiality.
- Empathetic, open-minded, and highly communicative, with a strong social presence.
Preferred Qualifications:
- Prior experience in student services or administrative roles within an educational institution is preferred.
- Proven track record in student services, customer support, administration, higher education management, or continuing education.
- Ability to think critically and develop new approaches and innovative solutions.
- Creative thinker with the ability to problem-solve and contribute new ideas.
- Strong team player with a proactive attitude and the ability to take initiative.
- Flexible and adaptable, comfortable with shifting priorities and diverse responsibilities.