Administrative Officer

Role overview

The Administrative Officer will support the day-to-day running of the swim academy by handling registrations, bookings, renewals, scheduling, customer support, record management, and communication with parents, students, coaches, and management.

Administrative duties

• Respond to incoming phone calls, WhatsApp messages, emails, and in-person enquiries from parents and students.
• Oversee student registrations, assessments, enrolments, and class timetable assignments.
• Handle course renewals and term bookings with speed and accuracy.
• Keep student files, attendance records, and membership details up to date and correct.
• Assist with routine office operations and maintain well-organised documentation.

Customer service

• Support swimmers, parents, and members by sharing information about classes, schedules, and academy services.
• Explain swimming programme levels, timetables, and academy policies in a clear and helpful way.
• Address customer concerns and complaints in a professional and timely manner.
• Escalate complaints and operational matters to the Swim Academy Supervisor when needed.
• Follow up with customers to confirm that issues have been resolved satisfactorily.
• Ensure a consistently positive and professional customer experience.

Scheduling and coordination

• Organise and maintain swimming lesson schedules.
• Coordinate instructor rosters with the Swim Academy Supervisor.
• Arrange pool reservations and lane allocations as required.
• Set up make-up classes in line with academy policy and available capacity.
• Inform parents and students about timetable changes, cancellations, and other updates.
• Monitor class sizes to keep capacity balanced.

Record keeping and reporting

• Prepare administrative reports on a daily, weekly, and monthly basis.
• Compile attendance reports and enrolment summaries.
• Maintain systematic filing for student records and academy documents.
• Track enrolment figures and class capacity levels.
• Follow up on renewals, memberships nearing expiry, and pending registrations.
• Share operational updates and reports with management when requested.

Odoo system responsibilities

• Create and update student profiles in Odoo.
• Enter attendance information and customer details into the system.
• Track upcoming expiries and opportunities for renewal.
• Ensure all registrations and bookings are recorded properly.
• Keep notes and interaction records accurate and current.

Qualifications

A diploma or bachelor’s degree in business administration, management, customer service, or a related discipline is required. Candidates should have at least 2 years of experience in administration, customer service, or front desk work. Prior exposure to sports academies, swim schools, fitness centres, or educational settings is preferred. Experience with ERP platforms such as Odoo will be considered an advantage.

Skills and competencies

The ideal candidate should bring strong customer service ability, confident verbal and written English communication, solid organisation and time management, multitasking skills, and the ability to stay effective under pressure. Problem-solving, conflict handling, attention to detail, and accurate record maintenance are also important. Arabic language skills are an added advantage, and familiarity with Odoo or a similar system is beneficial.