Enrolment and Learner Services Assistant

Date Posted: 07/11/2025
Req ID: 44220
Faculty/Division: School of Continuing Studies
Department: Sch of Continuing Studies
Campus: St. George (Downtown Toronto)

Description:

About us:

The University of Toronto School of Continuing Studies (SCS) offers an extensive roster of over 850 courses, over 40 program areas, and more than 125 certificates across a broad range of fields that help learners succeed in their careers, satisfy their curiosities, fulfill their passions, and live their best lives. Courses are delivered by our team of 800 + instructors, all of whom are industry or subject matter experts who are passionate about teaching and learning.

Complementing our academic offerings are our English Language Program and professional Comparative Education Service for learners seeking to have international credentials assessed in Canada.

Your opportunity:

The Enrolment and Learner Services team in School of Continuing Studies (SCS) is responsible for providing frontline assistance to current and potential learners and clients, offering well-informed guidance and clarity around SCS programs and services. We believe in promoting an environment of superior client service, based on our working principles of respect, teamwork, effective communication, trust and efficiency. We interact with a broad and diverse population, acting as the gateway to SCS, and responding to all inquiries, triaging issues and escalating when appropriate in a complete and timely manner.

Under the general supervision of the Supervisor, Enrolment and Front Line Services, you will be the first point of contact for general information requests received through the School’s main telephone line, emails, live agent and walk-in services. You will be responsible for responding with accurate and relevant information in accordance with established School policies, to help support and encourage a positive SCS experience.

This role is currently eligible for a hybrid work arrangement, pursuant to University policies and guidelines, including but not limited to the University of Toronto’s Alternative Work Arrangements Guideline.

Your responsibilities will include:

• Responding to enquiries through the School’s main telephone line, emails, live agent and walk-in services
• Disseminating program and/or service information
• Checking completeness of applications
• Receiving and passing on application documents for review
• Applying established standards when confirming eligibility
• Maintaining information on digital platforms
• Handling fees and/or fines on a regular basis

Essential Qualifications:

• College Diploma (2 years) or acceptable combination of equivalent experience.
• Minimum two years of recent high volume front line customer service/ student registration/ call center experience in a high volume, demanding environment dealing with a highly diverse population preferably in adult education.
• Experience performing high volume data entry.
• Experience with registration processes/ or very similar process; experience handling fees.
• Experience working with confidential information.
• Intermediate proficiency in Microsoft Office Suite, database entry/editing, experience in online communication systems (web browsers, live chat/instant messaging and social media platforms).
• Strong front line customer service skills within a high volume intake environment.
• Excellent organizational, multi-tasking and time-management skills and the ability to appropriately prioritize tasks.
• Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice; ability to ask probing questions and diffuse tense situations.
• Must be a highly motivated and energetic individual who enjoys the challenge of working in a dynamic, fast-paced environment and within a cohesive team structure.
• Strong data entry skills, with meticulous attention to detail; precision and accuracy are necessary.
• Ability to deal knowledgeably, tactfully, courteously, patiently and professionally with a wide range of individuals from diverse backgrounds.
• Demonstrated ability to manage a high volume of enquiries and meet deadlines.

Assets (Nonessential):

• Familiarity with LME applications and e-commerce/registration systems (e.g. Destiny One®).
• Familiarity with University of Toronto policies and procedures.
• Familiarity with SCS offerings.
• Experience in a cost recovery educational setting.

To be successful in this role you will be:

• Articulate
• Communicator
• Courteous
• Multi-tasker
• Patient
• Problem solver
• Procedural

Closing Date: 07/21/2025, 11:59PM ET
Employee Group: USW 
Appointment Type: Budget - Continuing 
Schedule: Full-Time
Pay Scale Group & Hiring Zone:  
USW Pay Band 06 -- $55,728. with an annual step progression to a maximum of $71,265. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. 
Job Category: Administrative / Managerial

Lived Experience Statement
Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.