Associate Student Services

JOBDESCRIPTION

JobTitle

Associate/Sr Associate (Future Students Officer)

Date

26/02/2026

Function

University Services

JDwrittenby

Associate Manager

ReportingTo

Team Leader

JDApprovedby

Human Resources

Brand

ULAW

WorkLocation

Hyderabad

About GUS Education India (GEI)

• GUS Education India (GEI) is the education arm of Global University Systems a leading European Education conglomerate. Established in 2017 GEI boasts a portfolio of over 35 Institutions and collaborates with prestigious universities and institutions worldwide offering educational services that enhance their operations and impact.

JobPurpose

• The Future Students Officer is responsible for providing excellent and seamless customer service to all applicants. The Future Students Officer is often the first point of contact that a prospective student will have with the university so knowledge enthusiasm a very clear commitment to help and inform and above all professionalism are pre-requisites for this role

Organizational Structure

Principal Accountabilities

Responsibilities

Actions

Associate/Sr Associate

• Be the first point of contact for applicants/prospective applicants that have contacted the Admissions Department by dealing with and resolving all applicant queries via telephone e-mail live chat WhatsApp and other communication channels ensuring all relevant data is captured
• Provide excellent customer service delivery which includes meeting department quality standards and responding in line with service level agreements (SLAs)
• Develop an understanding of the applicant journey to ensure applicant requests are responded to appropriately internally across departments
• Develop a full understanding of the applicant journey to ensure applicant requests to defer transfer or cancel are administered in line with current Standing Operating Procedures (SOPs) and admissions cycle deadlines
• Assist with the scheduling of interview bookings and general interview administration as required
• Assist the Future Students Coordinators with requesting scholarship related information and with general scholarships queries
• Assist with calling applicants that have not completed their enrolment processes and providing applicants with information on outstanding tasks
• Update applicant qualification information for Compliance purposes
• Provide admissions support at events being conducted for admissions-related activity
• Assist with applicant portal uploads which involves reviewing documentation and updating student statuses as appropriate and in line with current SOPs
• Assisting with Undergraduate Clearing by:
  1. answering clearing calls and/or live chat messages
  2. dealing with Clearing plus enquiries
  3. updating Clearing records for other teams to follow-up as required
• Maintaining a thorough knowledge of all products offered by the University and staying up to date with changes throughout the admissions cycle
• Make recommendations for the updating of processes and procedures within the department to the Team Leader ensuring all processes and procedures are documented accurately
• Develop a thorough understanding of enquiry application and student record systems to ensure accurate data entry across admissions tasks

Desired Profile

Qualification

Native level of English language proficiency

Equivalent of GCSE Maths at Grade C

Graduate level or equivalent

Skills & Knowledge

Excellent administrative and analytical skills with a keen eye for detail

Demonstrates ownership to resolve challenging customer issues escalating when necessary

Ability to empathize with and prioritize customer needs

Customer service skills; able to conduct phone and email communication to high standards

Good composition skills - ability to compose grammatically correct concise and accurate written responses

Understanding of the levels of qualifications offered at the institution and how they fit together

Ability to work to targets

Ability to exercise judgement in line with organisational strategy prioritising work as appropriate

Able to communicate effectively with senior stakeholders on issues affecting their work

Behavioral Skills

Excellent interpersonal skills with the ability to establish good working relationships both internally and externally

Positive & enthusiastic attitude.

Student focused with a passion for customer service and for continued improvement.

Willingness to take on unfamiliar tasks and to work on items outside of their comfort zone

Thorough in their approach to work with a meticulous eye for detail

Proactive and capable of taking ownership of a student query till resolution

Strong listening skills; able to identify solutions for students quickly and clearly

Relevant

Experience

Working within a customer service environment and in dealing with customers via a variety of communication mediums including face-to-face on the phone via email and social media.

Managing large volumes of work in a customer facing role

Working in roles where an impeccable level of accuracy is key

Special Circumstances

The post holder will be expected to work hours in line with the Admissions team based in the UK. On occasions throughout the cycle the post-holder may be asked to work additional hours to meet business objectives.

During peak periods it is anticipated that flexibility in working additional hours in evenings and at weekends may be necessary to achieve business objectives and will be administered in accordance with the Universitys overtime policy.

GUS Values

• GEI is an equal opportunity employer and encourages applicants from diverse backgrounds to apply.
• There is an expectation that employees will maintain the values of the Group and will comply with the code of conduct as well as equality diversity health and safety policies of the company.

Benefits

• At GUS Education India GEI we truly believe that diverse culture backgrounds and experiences drive innovation.
• This role is a full-time position with a competitive salary and benefits package.
• The company offers comprehensive medical insurance to its employees which includes hospitalization accidental insurance term insurance and Gratuity which is over and above the compensation.
• To make the daily commute easier safer and less stressful the company provides cab facilities to its employees to and from the workplace within 30 kilometers radius.
• The company acknowledges the importance of mental and physical well-being and the need for rest and relaxation. Workdays are Monday to Friday and a comprehensive leave package for employee well-being is offered which includes 5 days of medical leave 5 days of casual leave 24 days of earned leave 1 day of Happiness Leave apart from 10 days of statutory leave totaling to 45 days time off in a year.