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Operations Executive

Operations Executive

UCD, Dublin

UCD Academies, which comprises UCD English Language Academy and UCD Professional Academy, is looking for a passionate Operations Executive to join our rapidly growing team. The Professional Academy is an ambitious project which seeks to make a significant contribution to promoting skills-based training to the workforce while upholding UCD values by embedding quality, integrity, and accountability into every aspect of its activity.

Reporting to our Customer Operations Manager, your role is focused on our students and Subject Matter Experts (SMEs), ensuring we provide a positive experience. Along with your team you will be the front line response to queries, using your customer focused approach to ensure the students and SMEs are provided with the advice, guidance and support that they require.


We currently have two offerings for this position:

Full-time: Monday and Friday: 9am – 5pm, Tuesday, Wednesday and Thursday: 11am – 7pm

Part-time: Hours TBC (Max 20 hours per week)


Responsibilities:

  • Phone Duties

  • Assist with SME Payroll

  • Event Coordination support

  • Keep records updated on the system(s)

  • Assist with the delivery of our programes

  • Assist with the creation of support documentation

  • Scheduling for all Part time and Bootcamp courses

  • Setting us Assessment Deadlines for the above courses

  • Setting up Zoom schedules/links for the above courses

  • Maintain confidentiality with Students/SMEs at all times

  • Sending out Grading Reminders to lecturers for the above courses

  • Assist with the management of the UCD Academies Student and SME Experience

  • Manage, maintain and regularly update the Student/Teacher Portal with relevant materials

  • Liaise with various UCD colleagues to ensure the Student/SME experience is satisfactory and ever improving where possible

  • Collect, compile and report ongoing feedback to the Customer Operations Manager, Associate Director of Customer Operations and Director of Development and Delivery

  • Maintain and train the SMEs in the tools required for online and in classroom program delivery (such as Zoom, SME portal etc.)

  • Assist individual Students/SMEs in academic/welfare issues and problems, ensuring that they are channeled or dealt with appropriately

  • Maintain and update current communications- liaise and maintain a positive teamwork approach with the Marketing team to ensure we’re aware of each other’s communication strategy

  • Work with other members of the Development and Delivery team where required and provide cover for periods of annual leave

Skills & Requirements:

  • 3 years’ Customer facing experience

  • Excellent verbal and written communication skills

  • Adaptable and eager with a sensible, logical, problem solving approach

  • Enjoys organisation, achieving tasks and getting involved in a hands-on way

  • At ease using a variety of different platforms (LMS, CRM, G-Suite, Click Up etc)

  • A natural people person, comfortable dealing with Students/SMEs face to face

  • Self-starter, comfortable working both independently and a part of an Operations Team

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