Role summary:
Under the guidance of and providing support and data where necessary to the Enquiries and Admissions Manager and Head of Service for Enquiries and Admissions Service. The post holder will be required to line manage the Enquiry and Applicant Support Team. Co-ordinate the activities of the team in the delivery and development of a comprehensive, customer focused, integrated, cost effective and progressive enquiries and conversion provision.
The post holder leads the Enquiry and Applicant Support Team, by managing and coordinating all enquiry management and conversion activity. Responsibility for developing and managing the processes and schedules for the handling of enquiries across Enquiries and Admissions Service.
The post holder will act as Relationship Manager and key contact to Faculties for international conversion purposes.
To manage and support timely enrolments for international students in collaboration with Facilities and UKVI Compliance Team during the Right to Study Check process.
To manage a dedicated frontline team, promoting a high level of customer focus in order to support the prospective applicant and student journey, increase conversion from enquiry, through application to offer and offer to enrolment ensuring the provision of accurate and timely information and guidance to pre- and post-application enquirers across a range of platforms/channels.
Ensure expert guidance is provided to support the delivery of faculty strategic objectives including Student Recruitment targets and enquiry and conversion turnaround times to meet customer demands and ensure the University remains competitive. The post holder will develop, manage and facilitate a cross faculty & EAS working relationship to deliver a timely, effective and customer friendly conversion activity for all programmes. This includes working across departments within 麻豆破解版 Global Directorate and collaboratively across all Faculties and other directorates.
Key Accountabilities:
路 To lead their team in managing/responding to enquiries through an appropriate range of channels/technologies/platforms, including SITS, email, CRM systems, and telephone.
路 Ensure the delivery and continuous development of an effective and flexible service through team members, in a way that reflects the University鈥檚 values- based behaviours for leaders and results in the efficient operation of the service
路 Develop, lead, facilitate and support conversion from enquiry to application, and application to enrolment
路 Plan, co-ordinate and schedule conversion activity including events, webinars and panels. Direct enquirer and applicant contact to offer support and guidance. Supporting partners of UOP by attending partner events and acting as an ambassador for the university
路 Effective leadership to include cross team collaboration for the effective management of enquiry and conversion Activity across EAS.
路 To lead, promote and develop a culture/ethos of excellence in customer service within the team. Through business improvement, identifying and leading on/supporting (as appropriate) projects to continually improve UOP鈥檚 service provision to its prospective students.
路 Working collaboratively across the university to provide an effective Conversion service, to streamline and remove duplication ensuring excellence in customer service at all times.
路 To build and maintain effective working relationships with internal and external stakeholders to ensure that shared objectives are realised effectively and efficiently.
路 Actively working toward the University鈥檚 strategic plan to improve conversion ensuring research and networking with regards to identified market insight and trends to meet expectations of customers in a highly competitive and fast moving environment
路 Gather, analyse and provide relevant and meaningful enquiry and conversion data for University Executive Group
路 Actively promote continuous improvement including process redesign and creative problem solving.
路 Support the change management process through effective communication with key contacts
路 Organise and supervise day to day workloads of the team to ensure agreed targets and standards are consistently met
路 Management of Zoom telephone system for Enquires and Admissions Service
路 Develops, motivates and coaches the team to deliver their best, providing feedback on performance, to enable continuous development in line with the University鈥檚 Performance Development Framework
路 Deals appropriately with informal performance concerns, escalating in a timely manner to manager where a formal approach is necessary
路 Follows the appropriate financial and regulatory policies, ensuring necessary regulations and standards are adhered to
路 Reviews and monitors processes, procedures and associated documentation, implementing or making recommendations for changes as appropriate
路 Researches, interprets and manipulates data using a variety of systems, analysing and highlighting issues for further analysis
路 Plans and administers complex meetings, visits, conferences, committees and the associated budgets
路 Provides excellent customer service and provides proactive detailed advice and guidance to enable appropriate solutions
路 Provides guidance and delivers training on designated activities and associated policies and procedures
路 Collaborates with colleagues and peers across the University to plan and achieve joint projects and objectives
路 Ensures all activities undertaken are in compliance with the University鈥檚 Health and Safety Policy
路 Acts in a way that demonstrates the University鈥檚 commitment to Equality and Diversity for staff, students and partners
路 Ensures GDPR compliance
路 Guides, collaborates and takes a lead as appropriate with colleagues and peers across the University to plan and achieve joint projects and objectives
路 Drawing on professional/specialist knowledge to solve presenting problems