Job Description
Division: Marketing & Recruitment
Job Title: Applicant Relations Officer
Grade: 4 Reporting to: Admissions Manager (Business Partner)
Purpose To engage and nurture LSBU Applicants through their journey to enrolment by providing first-class customer service via inbound and outbound communication activity. LSBU Applicant Relations Officers are the first point of contact for applicants and offer holders via multiple channels including telephone, email, live chat and our social media. Working efficiently and flexibly, the role plays a key part in the delivery of an excellent applicant experience and assisting the University to meet its student number targets by admitting suitably qualified applicants.
QualificationsSELECTION CRITERIA: Essential A. Experience of working in a fast-paced customer service environment
B. Ability to understand, explain and apply complex procedures and regulations
C. Experience of dealing with a wide range of customers in various channels including telephone, online and in person.
D. Experience of solving problems, effectively and efficiently.
E. Experience of using initiative in the performance of your duties and working without close supervision.
F. Experience of working in a high-volume processing environment using complex databases
G. Well-developed IT skills, including the use of Microsoft Office and databases.
H. The ability to work under pressure, prioritise workload and to meet prescribed deadlines
I. The ability to work as a team player
J. A flexible approach with the ability to adapt to change in circumstances, office procedures and / or computerised systems
K. A commitment to professionalism, collaborative working and the delivery of high service and client satisfaction levels, both internally and externally
L. Able to demonstrate an understanding of equality and diversity, and its practical application. Desired
M. Experience of working in a higher education institution, preferably including experience of the main clearing houses or University administration.
N. Knowledge of UK qualifications and the UCAS process
SkillsMain activities and responsibilities
• To be the main contact for Admissions enquiries via email, Salesforce, live chat, social media and phones
• To provide a customer focused and efficient information and advice service to applicants and offer holders about the full range of educational opportunities offered by the University and to enhance the conversion of applicants to enrolled students.
• To assist in conducting outbound activities to follow up with applicants for any outstanding information or documents related to admissions decisions and the enrolment process.
• Assist with outbound conversion activity for interviews, auditions and portfolio requests
• Inputting admissions decisions into the relevant system and issuing offers to applicants.
• Liaising with departmental admissions tutors and other professional services where necessary, (i.e. interviews, quals check etc), ensuring that applications continue to progress through the process at a suitable pace.
• Producing visa documentation for overseas students, ensuring accuracy and UKVI compliance. • For those courses not dealt with centrally, to act as liaison between applicant and academic to ensure timely processing of applications.
• Support the Admissions Managers (Business Partners) and Admissions Officers in producing up to date and accurate knowledge articles and other relevant published information.
• To support in the delivery of Marketing and Recruitment events and activities, such as Open Days, Applicant Days, Conversion activity, Confirmation and Clearing and Enrolment. Members of the Admissions Team are expected to show a high level of support for their colleagues by sharing joint tasks across the whole team when required, (fluctuations and cover) as well as managing their own portfolios efficiently and with a high degree of
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