Website:
eca.edu.au
Job details:
Company Description ECA Global is a leading private higher education group, originated and founded in Australia, with multiple higher education brands across Sydney, Brisbane, Melbourne, Perth, and Parramatta. The group has expanded with new campuses in the UK and operates across Europe, China, the Philippines, Brazil, Nepal, and India. ECA Global welcomes around 15,000 students annually from diverse international backgrounds. The organization focuses on delivering quality education and student support, offering staff the opportunity to work in a dynamic, multicultural academic environment.
Job Description:
The Front Desk Officer serves as the first point of contact for students, staff, and visitors at the Birkbeck India Campus. The role is responsible for delivering a professional, welcoming, and efficient front-of-house service while supporting student enquiries, administrative processes, and campus operations. The post holder will contribute to a positive and inclusive student experience through excellent customer service and effective administrative support.
Key Responsibilities:
- Act as the first point of contact for all students, staff, visitors, and external stakeholders.
- Manage reception communications, including telephone calls, emails, and face-to-face enquiries.
- Provide accurate information and direct enquiries to the appropriate departments or services.
- Maintain a professional, welcoming, and well-organized reception environment.
- Coordinate incoming and outgoing mail, courier services, and deliveries.
- Deliver a consistently high standard of customer service in all interactions.
- Build positive relationships with diverse stakeholders through effective communication and interpersonal skills.
- Manage multiple enquiries and tasks efficiently within a busy environment.
- Prioritise workloads and respond to high volumes of interactions in a timely manner.
- Promote an inclusive, respectful, and student-centred environment in line with the institution’s Equality, Diversity, and Inclusion commitments.
- Ensure compliance with institutional IT policies, cybersecurity requirements, and applicable data protection legislation, including the Digital Personal Data Protection Act (DPDPA) 2023.
- Maintain accurate documentation, standard operating procedures (SOPs), and records.
- Adhere to health, safety, and workplace requirements in accordance with the Occupational Safety, Health and Working Conditions (OSH) Code.
Student Enquiries and Administrative Support
- Provide administrative support for student services and campus operations.
- Assist with student administration activities, including data entry, document management, and record maintenance.
- Support student lifecycle activities such as onboarding, orientation programmes, student events, and engagement initiatives.
- Receive, assess, and appropriately escalate student enquiries to ensure timely resolution.
- Maintain accurate student records and ensure information is handled confidentially and securely.
- Use Microsoft Office applications and relevant institutional systems to support administrative processes.
- Follow institutional procedures for handling sensitive and confidential information.
- Facilitate effective coordination between student services and other campus departments.
- Contribute to the smooth day-to-day operation of the campus through proactive administrative support.
- Ensure compliance with workplace safety requirements and institutional policies.
Person Specification Knowledge
- Basic understanding of administrative and reception processes within an office or educational environment.
- Awareness of customer service principles and student support services.
- Knowledge of systems used for front desk and reception operations.
Technical and Work-Based Skills
- Ability to manage front desk operations, including greeting visitors and handling enquiries.
- Proficiency in Microsoft Office applications, email systems, and scheduling/booking tools.
- Strong telephone etiquette and communication skills.
- Ability to manage records, appointments, and routine administrative tasks.
- Experience using student information systems or CRM platforms.
General Skills and Attributes
- Excellent customer service and interpersonal skills.
- Professional, approachable, and service-oriented manner.
- Strong organisational and time-management skills.
- Ability to work effectively in a fast-paced environment and manage competing priorities.
- High level of accuracy and attention to detail.
- Commitment to equality, diversity, and inclusion.
- Ability to work collaboratively as part of a team.
Experience
- Experience in a receptionist, customer service, or administrative role.
- Experience handling enquiries and resolving routine issues.
- Experience working within a student-facing, educational, or service-focused environment.
Qualifications
- Completion of secondary education (or equivalent qualification).
- Administrative, customer service, or related professional training/certification.
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