User Support Consultant - Department of Enrollment and Student Administration Full-time Job

Job Purpose

To deliver comprehensive assistance to all university clients by ensuring service excellence. This includes addressing queries and technical issues related to university systems, guiding users through processes such as registration and enrolment, and issuing access cards, documents, and parking discs—all in accordance with university policies. The role also includes administrative responsibilities and project support within the User Support Division.

Key Responsibilities

Systems Services Support

• Attend to user inquiries via phone, email, and in-person.

• Provide guidance on university systems while ensuring compliance with ITS policies.

• Escalate unresolved issues and monitor until resolution.

• Assist applicants and parents through the online application and registration process.

• Advise students on admission requirements and subject selection, using yearbooks and institutional guidelines.

Client Service

• Attend to queries through written, telephonic, and face-to-face channels.

• Maintain client interaction logs in the CRM system.

• Meet prescribed turnaround times and handle queries per policy and procedure.

• Deliver service that ensures client satisfaction and retention.

Access Control

• Provide support for access control and parking queries.

• Issue access cards and parking discs in line with Access Control Policy.

• Maintain access card equipment and report technical issues.

• Liaise with HR to ensure temporary staff data is captured for card issuance.

• Track stock levels of parking materials and report shortages.

General Enquiries and Document Management

• Answer general university-related queries with a solid understanding of student policies.

• Issue official university documents in compliance with relevant legislation (e.g., POPIA).

• Process and validate enrolment contracts, providing feedback on incomplete submissions.

Foyer Hosting

• Assist walk-in clients with tickets and guide them to relevant self-service options.

• Ensure guests are received according to university protocols.

Administration and Project Support

• Perform administrative tasks in line with policies and standards.

• Support planning, coordination, and implementation of divisional projects.

• Assist in training and supervising interns and temporary staff.

Minimum Requirements

Option 1:

• Three-year National Diploma in a relevant field

• Three years’ experience in:

  • Client service and enquiry handling

  • Administration in a tertiary institution environment

  • Use of Windows, MS Word, Excel, email, and web applications

OR

Option 2:

• Grade 12 (Matric)

• Five years’ experience in the same fields as above

Required Competencies

Knowledge

• Admission, registration, and academic policies

• University accounts, bursaries, loans, and accommodation systems

• Use of online systems: application, finance, registration, and parking

• Access control technologies and photographic equipment

Technical Skills

• Computer literacy (Windows, MS Word, Excel, email, web applications)

• Typing proficiency

Behavioural Competencies

• Able to handle high-pressure and stressful situations calmly

• Strong problem-solving and decision-making abilities

• Effective conflict resolution and interpersonal skills

• Excellent verbal and written communication

• Initiative-driven, goal-oriented, and independent

• Accurate and thorough in task execution

• Skilled in presentation and public interaction

Added Advantages and Preferences

• Bachelor’s or BTech degree in a relevant field

• Three to five years’ experience in customer service at a tertiary institution

Remuneration and Benefits

• Annual package will be commensurate with experience and aligned to UP policy

• UP contributes 50% to BESTMED and UMVUZO medical aid schemes

Application Instructions

Interested applicants must apply online.

Attach the following documents:

• A comprehensive CV

• Certified copies of qualifications

• Contact details of three referees (email and phone)

Important Notes

• Applications will not be considered after the closing date: 25 July 2025.

• Only applicants who meet the minimum requirements will be considered.

• If you do not receive communication from the University by 30 September 2025, please consider your application unsuccessful.

The University of Pretoria is a multi-faculty research-intensive university that has remained among the top South African universities in research output and impact. UP is also the top producer of graduates in the country.
With campuses in Pretoria and its surrounds, as well as in the countrys economic hub, Johannesburg, UP is conveniently situated within close proximity to government departments and major research agencies.
Its nine faculties and business school offer a diverse range of degrees, diplomas and certificates, over 1 000 of which are postgraduate programmes.