Front Office Admin at IDP Education Ltd

Role purpose

• Serve as the first point of contact, creating a professional and welcoming experience for visitors, clients, and callers.
• Manage front desk operations, including greeting guests, handling inquiries, and directing them appropriately
• Handle incoming and outgoing communications (phone calls, emails, messages) efficiently and courteously.
• Provide administrative support to ensure smooth day-to-day office operations.
• Maintain accurate records, files, and front office documentation.
• Coordinate appointments, meetings, and visitor schedules.
• Support internal teams by facilitating communication and information flow.
• Uphold company policies, confidentiality, and professional standards at the front office.
• Ensure the front office area is organized, and presentable.

Key Accountabilities
Key Responsibilities

• Manage front office operations, ensuring a professional and efficient reception experience.
• Handle student, client, and visitor inquiries in person, via phone, and email.
• Coordinate appointments, counselling schedules, and meeting rooms.
• Maintain accurate records, student data, and front office documentation in line with IDP policies.
• Support counsellors and internal teams with administrative and operational tasks.
• Ensure compliance with IDP Education standards, processes, and confidentiality requirements.

Customer Service

• Deliver high-quality, student-centric service aligned with IDP’s values and service standards.
• Act as the first point of contact, providing accurate information on IDP services and processes.
• Handle complaints and concerns professionally, escalating issues when required.
• Create a welcoming and supportive environment for students and parents.
• Maintain service excellence during peak periods with efficiency and empathy.

Stakeholder Relations

• Build positive relationships with students, parents, education partners, and internal teams.
• Liaise effectively with counsellors, admissions teams, and operations staff.
• Support communication between students and relevant stakeholders to ensure smooth service delivery.
• Represent IDP Education professionally in all interactions.

People

• Work collaboratively within a team-oriented environment.
• Support colleagues to achieve shared service and operational goals.
• Demonstrate cultural sensitivity when engaging with diverse students and stakeholders.
• Contribute to a positive, inclusive, and professional workplace culture.

Required Experience

• Must be fluent in English.
• Strong communication skills (verbal and written) is essential.
• Minimum of 2 years experience in Front Office and Admin role.
• Customer service experience in an education service sector is an added advantage.
• Experience handling student or client inquiries in person, by phone, and email.
• Exposure to appointment scheduling and administrative support functions.
• Experience working with databases, CRM, or student management systems.
• Experience in a fast-paced, customer-focused environment.