Student Engagement & Administrative Coordinator

About RMIT Vietnam                                                                                                                       

RMIT is a global university of technology, design, and enterprise. We are global in footprint and even more importantly, we are global in mindset. We are committed to making a positive impact wherever we go. The wider our reach, the deeper our connections, the greater our impact.

RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University with 700 staff and 7,000 students, in three locations, and recently awarded one of the Best Companies to work for in Asia 2020. From a media perspective RMIT Vietnam enjoys a 40% share of voice in the sector. It brings a world-class education and globalised study environment to the heart of Asia, offering programs in business, technology, communication, design, fashion, and English language. It boasts an impressive range of extra-curricular activities that encourage students to innovate and network globally.

Degrees are awarded by RMIT in Australia and taught in English, enabling Vietnamese students (and visiting international students) the opportunity to receive an international education without having to leave home.

The Role

This role is the main contact point in the School of English & University Pathways (SEUP) catering to the general customer service enquiries of prospective and current students in all RMIT English programs, including Teens and IELTS Pathways. This role is responsible for providing information about student progress, attendance, results, and materials, offering advice, and resolving complaints or issues to a high standard exceeding customers’ expectation. 

This position is also responsible for recruiting, scheduling, training, and supervising Teaching Assistants (TAs) to ensure that they arrive on time, deliver the best possible customer services to customers and that they have support when necessary. This position is expected to have regular contact with parents to ensure that these relationships are well maintained and that issues are dealt with quickly and effectively.

This position also has responsibility for providing administrative support for the day-to-day operations of SEUP Hanoi. This includes the effective support of administrative activities as required by Senior Academic English Manager (Hanoi). 

Your Responsibilities

Teen & IELTS Program Duties:  

• Develop new guidelines and procedures to set up any New Initiative programs, including procedures for communication with students and parents.  
• Provide advice and recommendations on improvements to administrative procedures and processes across the school. 
• Provide necessary administrative support on materials for all teachers during their working hours.  
• Provide day-to-day administrative support for the Teen & IELTS Program including student-related records, regular equipment audits, any problems with facilities and equipment, student results and reports and alike.  
• Actively contact current students and parents before, during and after the course regarding course, including but limited to: 
• attendance issues; At Risk students; missed exams; end of course exclusion; teachers’ feedback; failed students; operational changes; deadlines.  
• Provide accurate and full translation of written and spoken information from English to Vietnamese or vice versa.  
• Lead and organise mock IELTS tests and results communication to students and parents. 
• Coordinate with New Initiatives nationwide team to ensure Teen Summer program is organised, staffed, and supported. 
• Ensure that Mid-Course and End of Course reports are delivered to students and parents. This will also include calling parents on a regular basis to inform them of their son or daughter's progress in class.  
• Deal with parent or student issues during working hours.  
• Make sure students arrive on site and leave the premises in a safe and orderly fashion.  
• Other duties as requested by Senior Academic English Manager. 

TA Supervisor Duties:  

• Recruit, train, supervise and advise Teaching Assistants (TAs) of the Teen & IELTS Program to ensure they perform their role to the best of their ability. This will include training TAs in how to communicate professionally with parents.  
• Work with the Teen & IELTS Program Coordinators to monitor teacher feedback on the TAs and to resolve issues as required. 
• Actively guide TAs with the delivery of classes, workshops, and activities within the guidelines of RMIT New Initiatives Programs.   
• Organise the TAs’ schedule and check that their timesheets are accurately completed. Supervise TAs to ensure they come to work on time and support them to manage difficult situations. Cover for sick or late TAs (as needed).  
• Follow up with all TAs monthly to make sure they fill in all student records. 
    

Other New Initiatives Duties  

• Coordinate with NI Marketing staff and student volunteers to support relevant extra-curricular events and activities relating to open days, orientation, marketing events. 
• Manage departmental projects as assigned by Senior Academic English Manager and Student Engagement & Marketing Manager including but not limited to: 
• coordinating and planning projects 
• recruiting staff and student volunteers 
• managing budgetary requirements 
• reporting project status to management and documenting project activities.  

Other Administration Duties:  

• Train and provide ongoing support to new members of the SEUP administrative team. 
• Provide high quality administrative support to staff, teachers, and students of the relevant department as and when needed.    
• Provide financial administration support to the relevant departments when needed. 

Skills and Experience

Appointment to this position is subject to passing a Working with Children check.

• A relevant bachelor’s degree. 
• At least 3 years of experience in customer service, administrative or sales-oriented role. 
• Excellent communication skills, both written and oral, with the ability to communicate effectively on regulatory matters but with sensitivity to the need for clear and unambiguous communication with students. 
• Excellent customer service skills with ability to liaise with and influence a range of diverse stakeholders. 
• Well-developed interpersonal skills, including negotiation, liaison, and cross-cultural communication; the ability to convey complex information, ideas and concepts clearly and efficiently to a variety of different audiences. 
• Excellent team player along with the ability to work effectively independently.  
• Excellent organisational and time management skills. Prior experience in effectively using and updating CRM or Sales management tool is desirable. 
• Demonstrated ability to analyse, interpret and evaluate information. 
• Demonstrated computer proficiency in programs such as Microsoft Word, Excel and Google Docs and multimedia related applications. 

Culture

Our people make everything at the University possible. We encourage new approaches to work and learning, stimulating change to drive positive impact. RMIT exists to create transformative experiences for our students, getting them ready for life and work. You will be a part of a productive and collaborative team, who values working relationships and outcomes through open and inclusive planning, continuous information sharing and transparent work practices.

Benefits

• Competitive gross salary starting from 16,820,000VND in meeting all the key selection criteria.
• 13th month bonus + private medical insurance (for you and your dependents) + annual health check.
• 20 days annual leave plus 5 days paid leave Christmas closure, plus public holidays and paid sick leave.
• Unique opportunity to work within a multi-lingual, multi-cultural environment with creative and innovative committed colleagues.
• Free use of onsite gym
• Library on campus and online - access to RMIT Australia online library

To Apply

Please submit your CV and cover letter outlining your experience by clicking on the ‘Apply now’ link. 

Applications Close:
2 thg 4 2023 11.59 pm

RMIT University Vietnam (RMIT Vietnam) is a campus of RMIT University. RMIT Vietnam is creating an innovative research, teaching and learning culture. We are committed to providing internationally recognised high-quality education and professional training for our students, clients and members of the community.  As an internationally recognised Australian university based in Asia, RMIT Vietnam is assisting in the development of human resources capability in Vietnam and the region.

https://www.rmit.edu.vn/about-us