Coordinator, Enrolment and Student Records Centre

• Setting service priorities and directing front-desk workflows to ensure effective and consistent service delivery.
• Developing and maintaining customer service standards, procedures, and operational manuals.
• Providing leadership in the resolution of complex or escalated customer service concerns and sensitive interactions.
• Monitoring service trends, issues, and customer feedback to inform continuous improvement initiatives and enhancements to service delivery methods.
• Building and sustaining effective working relationships across the RO/ES team and with internal and external stakeholders.
• Overseeing the delivery of customer service across multiple channels (in-person, phone, email, and text) to ensure a consistent, high-quality experience.
• Serving as a subject-matter expert in admissions, academic programs, registration, and student records.
• Developing a robust campus tour program, which includes writing the campus tour guidebook, recruiting and selecting recruitment ambassadors, training recruitment ambassadors and others to lead campus tours, and ensuring that the booking process is efficient and easy to use.
• Overseeing the systems the Centre uses, including serving as a functional lead and subject matter expert in Slate to support ongoing implementation, optimization, and continuous improvement of the system. They will also provide oversight and leadership for the other operational systems used by the Centre (ex: photo ID systems and telephone software), ensuring they effectively support service delivery and business needs.
• Providing leadership for student staff and one full-time CUPE position in the Enrolment and Student Records Centre. Responsibilities include workforce planning and staffing activities, such as recruitment, onboarding, training, ongoing performance management, coaching, and mentoring.
• Acting as a recruiter when necessary, representing the University of Regina at on and off-campus recruitment events and delivering enrolment counselling appointments.
• Plus More: Be ready to take on additional related tasks as assigned - your role is dynamic and essential to our success!

• Meaningful Impact: Your work directly contributes to creating a better environment for students, faculty, and staff.
• Professional Growth: We support your development, offering opportunities for advancement and learning.
• Work-Life Balance: We value your well-being and know your personal life is most important!
• Dynamic and Inclusive Workplace: We value diversity and inclusivity. You'll be part of a team that celebrates different perspectives, backgrounds, and experiences, making every day an opportunity for personal growth.
• Innovation Culture: We encourage fresh ideas and innovative thinking.
• Competitive Compensation: We offer competitive compensation package and benefits to reward your talent. A few of the these benefits include Health/Dental/Vision Benefits, flexible spending account, Defined Contribution Pension Plan, and much more!

• 4 year undergraduate degree.
• 2 years of related experience.
• A combination of education and experience may be considered.

• Strong knowledge of the U of R - programs, admission requirements, scholarships, new developments, University policies, etc. The position requires comprehensive and continuously updated institutional knowledge.
• Strong interpersonal and verbal communication skills.
• Proven strong written communication skills.
• Excellent time management and project management skills.
• Supervisory experience, including mentoring and staff development.
• Demonstrated training skills.
• Technical skills. Familiarity with specific programs like Slate and proficiency in Banner, UR Docs, and Caspur are strong assets.
• Understanding of how to translate specialized or technical information into clear, compelling public-facing content.
• Possession of a valid driver's license.
• Experience exercising independent judgment in resolving sensitive and difficult situations, including handling high-risk or emotionally charged interactions.
• Advanced conflict de-escalation skills.
• Experience advising students.

• Cover Letter

University of Regina