Administrative Assistant, Enrolment Operation

Position Purpose and Summary

The Administrative Assistant, Enrolment Operations provides essential support within Trinity Western University’s enrolment and student services ecosystem. This role blends front-line service, administrative support, and digital communication management.

As the first point of contact for many prospective students, families, and campus visitors, the Assistant ensures a welcoming, responsive, and professional experience. The role also supports enrolment logistics, campus visit coordination, and CRM data integrity, contributing to smooth enrolment processes and effective cross-departmental collaboration.

Key Areas of Accountability

Reception & Campus Engagement

• Maintain a welcoming and professional environment for campus guests, prospective students, and current students
• Oversee the reception area, ensuring cleanliness and order
• Issue guest parking passes and campus maps when needed
• Open and close the Enrolment Office daily
• Provide backup support for TWU Service Hub reception duties

Digital & Front Desk Communication

• Respond promptly and professionally to phone calls, text messages, online tickets, TWU chat inquiries, and walk-ins in line with service-level standards
• Monitor and clear ticket queues daily, ensuring timely resolution and follow-up
• Provide Tier 1 support for student services (e.g., admissions, recruitment team, financial aid) where possible

CRM Data Integrity

• Regularly review CRM records for duplicates and perform de-duplication tasks
• Support data entry and admissions-related processes as required by Enrolment Management Leadership

Campus Knowledge & Information Resource

• Maintain up-to-date knowledge of TWU’s programs, services, and campus infrastructure
• Serve as a central “Information Resource” for visitors, staff, and students
• Stay informed about TWU events and activities

Escalation & Tier 2 Coordination

• Escalate complex requests, issues, or system outages to Tier 2 support promptly and effectively

Administrative & Enrolment Support

• Process returned mail and update CRM records accordingly
• Provide general administrative support to the enrolment operations team and leadership

Team Participation and Involvement

• Actively contribute as a member of the Enrolment Operations Team, by offering feedback, sharing ideas, and supporting team goals
• Collaborate with colleagues and stakeholders to deliver world-class customer service with efficiency and humility

Key Interactions

Key Internal Departments / Teams Interaction: TWU community, faculty, staff, current students

Reports: Not Applicable

Reportsto: Manager, Enrolment Operations

Key External Stakeholders: General public, prospective students, alumni, parents, and friends of TWU

Job Standards and Requirements

Education: Post-secondary degree or diploma in business, administration or a related field.

Experience:

• 1 to 2 years of customer service and/or help desk experience is preferred
• Proficiency with computers; comfortable navigating web-based applications
• Working knowledge of Microsoft office Suite (Word, Excel, Outlook)
• Experience working in a university, college, or educational services setting is an asset

Knowledge and Skills:

• Understanding of confidentiality standards and privacy legislation (e.g. FOIPPA in BC)
• Knowledge of customer service best practices in professional or educational contexts
• Familiarity with CRM systems (e.g. Salesforce, Jenzabar, or similar) is an asset
• Understanding of post-secondary enrolment processes is an advantage
• Strong interpersonal and communication skills both written and verbal
• Ability to manage multiple administrative and service requests simultaneously in a high traffic environment
• Proficiency in handling difficult conversations with grace, professionalism, and empathy
• High level accuracy in managing records, data entry, and correspondence
• Strong problem-solving skills with a service-oriented mindset
• Capacity to work both independently and collaboratively with a team

Personal

Driven and inspired by the idea of positively impacting the various marketplaces of life through the development of godly Christian leaders by serving the Trinity Western University community.

A dedicated and mature evangelical Christian with an earnest desire to serve in family, church, work, and community. Affirm and support TWU’s mission, values, Statement of Faith, and Community Covenant. Strength of character and reputation, integrity, focused. A winsome personality with a positive and friendly attitude.

Servant-Leader Way of Life

Act in a manner that exemplifies Jesus Christ in all on and off-campus contacts thereby living out the servant leadership mission of the university and contributing effectively towards achieving the institutional and Kingdom goals of the organization.

Duties and responsibilities that do not constitute a major change may be added, deleted or changed at any time at the discretion of the supervisor either orally or in writing.

Benefits Of Working at TWU:

• A comprehensive benefits package which includes extended health, dental, and insurance and an RRSP matching program.
• Annual statutory holidays (14) with generous vacation accruement.
• Tuition Benefit for TWU undergraduate and graduate level courses to enhance knowledge and professional competency.
• Torch tuition scholarship for dependents of eligible employees attending TWU.
• Free access to TWU’s fitness/gym facilities and the Norma Marion Alloway Library.
• Subsidized meals at the main cafeteria.
• Discounts and perks for the on-site Trinity Western Outfitters Campus Store and coffee shops, as well as shops and restaurants in Fort Langley.
• Wellness benefits (i.e., counselling, sick days, personal days, and health/wellness spending account).
• Free recreational equipment rentals (e.g., paddle boards, snowshoes, kayaks, etc.).
• Free employee parking on campus.
• Special community events throughout the year.
• Employee and Family Assistance Plan (EFAP).
• A positive Christian fellowship environment.

Trinity Western University encourages applications from all eligible candidates who are able to commit to the University’s mission, values, and Christian identity as articulated in its Statement of Faith and Community Covenant. We are committed to an ethic of inclusion and to the equal treatment of all persons without discrimination in accordance with human rights law.

We particularly invite applications from indigenous people, women, persons with disabilities, and visible minorities. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. Persons with disabilities who anticipate needing accommodations during the application process should contact People & Culture.

Trinity Western University is located on the traditional ancestral territory of the Sto:lo people.