Student Services Executive

About Chartered Accountants Ireland

Chartered Accountants Ireland is Ireland’s leading professional accountancy body, representing over 39,000 members in over 100 countries and educating 6,600 students. Its members provide leadership across both the public and private sector, bringing experience, trusted expertise, and strict standards to all aspects of their work. As the largest professional body on the island of Ireland, Chartered Accountants Ireland engages with several stakeholders including governments, policy makers, regulators, and business groups on key issues affecting the profession and the wider economy. Chartered Accountants Ireland supports members at every stage of their career from education to qualification to continuing professional development. 

Institute Values

The Institute seeks to ensure an environment based on its values of Innovation with Ambition, Collaboration for Impact, Speed and Simplicity, Trust, Inclusion, and For Tomorrow, For Good. Candidates should be able to demonstrate how these may apply to them in the role for which they are applying and how their previous experience is relevant to them.

Summary of Role

The Student Services Executive role is responsible for providing a positive experience for all students at the Institute. The role is based within a wider operational team who will maintain and enhance the Institute’s reputation as a leader in accountancy education. The student operations team is responsible for key areas such as learner experience, exams operations, student communications, training monitoring and student support.

The overall purpose of the Student Services operational team is to enhance student experience, serve the requirements of accountancy firms and drive education delivery. Student Services is charged with delivering quality programmes of education, which are delivered online via on-demand content and live webinars. Members of this team will also provide admission, access and examination support to students and firms.

Reporting to: Programme Manager

Executives will have a main functional focus of expertise, typically in one area such as Education, Examinations, Training or Student Supports, as outlined below. However, as a member of the Student Services operations team, the executive is expected to have a broad working understanding of other operations and will work closely with fellow team members to provide a seamless experience for the student.

Key Responsibilities

·         Develop and maintain a thorough understanding of the Education Department functions, processes, procedures, and regulations. 

·         Manage the student query inbox, responding to computer-based and phone queries within agreed timeframes.  

·         Assess eligibility and exemption applications.

·         Dealing with student and firm queries in relation to all aspects of training.

·         Manage any exceptional applications that cannot be accommodated by the online application system.

·         Registration of student contracts.

·         Develop and maintain a detailed knowledge of customer needs and expectations.

·         Maintain quality control over the transfer of information to key stakeholders.

·         Identify re-occurring themes in student communications and suggest strategies internally and externally to proactively enhance the student / firm

experience.

·         Work with colleagues to resolve issues to the satisfaction of the Institute and customer within agreed timeframes.

·         Monitor student and firm satisfaction levels.

·         Account management of recognised training firms in line with agreed Service Level Agreements.

·         Data integrity checking, filing of application forms and spreadsheets.

·         Guiding training partners and students through issues arising during transfer and termination of training contracts and providing detailed information on alternative routes to membership.

·         Liaising with colleagues across the organisation to ensure that all processes are completed against agreed timeframes. 

·         Supporting the education team on a range of student initiatives as part of our new strategy for the future of Chartered Accountants Ireland education.

Skills and Experience

·         Previous customer service experience is required.

·         Experience within the education industry is a distinct advantage.

·         Excellent communication skills (verbally and written) to manage all stakeholder levels.

·         Strong IT skills, experience with CRM systems and Microsoft 365 preferable.

·         Ability to prioritise and strong decision-making skills.

·         A keen interest in keeping up to date with changes that will affect customers within the Institute.

·         Work accurately at a fast pace, with strong attention to detail.

·         Always maintain a professional manner when dealing with stakeholders.

·         Want to build a long-term relationship with students and firms.

·         An interest in process improvement and automating processes where applicable.

·         Ability to stay calm under pressure when dealing with stakeholders.

Flexible work arrangements

The Institute is seeking and encourages applications from experienced candidates who may be looking for flexible work arrangements. If such arrangements are being sought, please bring these to the attention of your interviewer.

The Institute will use the information which you have provided in this form to respond to your request or process your application and will hold and protect it in accordance with the Institute's privacy statement, which explains your rights in relation to your personal data.  By submitting this application acknowledge you have read our privacy statement.

Chartered Accountants Ireland is an equal opportunities employer