Specialist - Registry
GUS Education · Hyderabad · onsite · Posted 41d ago
Undisclosed3–5 yrsfulltimeSourced from
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About this role
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JOB DESCRIPTION
Job Title
Specialist - Casework
Date
November 2025
Function
Quality Assurance Academic Standards
JD written by
Director of QAAS
Reporting To
Associate Manager - Registry
JD Approved by
Director of QAAS
Brand
ULAW
Work Location
Hyderabad
About GUS Education India (GEI)
GUS Education India (GEI) is a service wing of Global University Systems (GUS) based in Europe. In India, we are a full-service digital marketing agency that delivers scalable online marketing services to Global University Systems and its associated brands.
As a frontrunner in building digital eminence for a fleet of academic brands, GUS Education India is a rapidly growing organization that believes in achieving success through innovation.
Nature of The Job
Providing administrative services for student casework matters relating to Student Complaints including Formal Complaint Panels, Complaint Appeal Panels, Stage 2 Appeals panels and others as required
Organizational Structure
Associate Manager
(HYD)
Specialist - Casework
(HYD)
Note - This is a work from office role, which is a mid-shift starting from 12.30 pm.
Key Accountability
Actions
Specific Responsibilities:
Provide administrative support with regard to formal complaints, appeals processes, disciplinary cases and collation of case files
Monitor inbox, respond sensitively to students within SLA, liaise with colleagues as appropriate
Organise formal complaints panels, collate documents and evidence, record decisions, manage publication of outcome responses to students
Organise appeal panels, collate documents and evidence, record decisions, manage publication of outcome responses to students
Record and track all engagements including decisions, identifying where SLAs are unlikely to be met, escalating as appropriate; report to managers as required
Promote and sustain a constructive, supportive and friendly working relationship with all customers, external and internal, and University colleagues
Provide guidance and assistance to colleagues as required to assist with Early Resolution of complaints
Undertake initial investigation into complaints as requested by line manager
Present cases to the Formal Complaints Panel as requested by line manager
Collate documents and other evidence to assist with complaint investigations, appeals and OIA responses
Teamwork
Work with colleagues to deliver an exceptional personal and responsive service to students and staff
Professional Skills
Actively take responsibility for your own personal career development in all respects.
Participate in training to maintain and update knowledge as required for the post.
Through active networking and research develop an awareness and knowledge of the legal education market.
General
In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned by the manager from time to time.
The job holder has a duty to take reasonable care for the health and safety of themselves and of other persons with whom they come into contact at work. The job holder also has a duty to co-operate with the University in complying with any statutory duty or requirement concerning health and safety at work. In particular, they must familiarize themselves with the Health and Safety Policy and its safety and fire procedures.
This job description is to be read in conjunction with the relevant Roles and Responsibilities Career Level document.
This job description is correct at November 2025. It may vary in consultation with the post holder to reflect changes within the marketplace and the University.
The hours of this post will normally be 35hrs per week. The post holder will be required to take a flexible approach to their hours to meet the demands of the role, including covering some teaching weekends evenings for which time off will be given (to be taken either in the week before or after a study weekend has taken place as non-working days ).
Desired Profile
Qualification
Bachelors degree in a related field
Proficient in Microsoft Office and CRM software
Experience with Sharepoint
Skills
Essential
Excellent written and oral Communication skills
Good IT skills with the ability to effectively use MS Office suite (particularly Word, Excel and Outlook)
Behavioural
Able to work co-operatively as part of a wider team.
Able to manage own time effectively to meet tight deadlines and manage conflicting priorities.
Able to provide a high level of service, support and advice to students, staff, and visitors.
Strong soft skills including empathy, problem solving, communication, helpful, and positive attitude
Meticulous attention to detail
Able to deal calmly with difficult situations.
Ability to handle sensitive matters with confidentiality and discretion.
Able to communicate effectively orally and in writing and with a wide range of people.
Relevant Experience
Essential
Experience of complaints handling
Experience of dealing supportively with challenging customers, including those who are unhappy and/or distressed
Relevant experience in the provision of high-quality customer service
Experience of working with complex processes in a busy office environment
Experience of providing information, advice and guidance to individuals on a one-to-one basis
Experience of dealing with confidential and sensitive information
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, safety policies of the company.
Benefits
At GUS Education India, GEI we want employees to feel comfortable, bringing their passion, creativity, and individuality to work. We truly believe that diverse culture, backgrounds, and experiences drive innovation.
The company offers comprehensive medical insurance to its employees, which include hospitalization, accidental insurance, term insurance and Gratuity, which is over and above the compensation. Considering that this role is for night shift, we provide additional competitive night shift allowance for all days worked.
To make the daily commute easier, safe, and less stressful, company provides cab facilities to its employees to and from the workplace within the Greater Hyderabad Municipal Corporation limits.
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 include 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, totalling to 45 days time off in a year.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceAdministrative Supportcrm softwarecrmmicrosoft officeComputer Networksmedical insuranceSLAQuality AssuranceResearchCommunication SkillsLegalSharepointmarketingDigital MarketingOnline MarketingTerm insurance
About GUS Education India
GUS Education
Education & Training
1.3k+
employees
2017
9 years old
Hyderabad / Secunderabad, Telangana
IN
₹6.6L PA avg
Avg at GUS Education India
About
GUS Education India LLP is a Great Place to Work-Certified™ as a High-Trust, High-Performance Culture™ organisation, 2025-2026.
Industries
Education & TrainingEdTechIT Services & Consulting
Employee ratings
10 reviews
3.1/ 5
Culture
1.6
Career growth
1.5
Work-life
1.4
Employees rate it well for
Work-Life Balance32Compensation & Benefits31
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