Post Number: /
Job Description [January 2014]
School/Department: / Student Recruitment and International Relations
Post Title: / Student RecruitmentEnquiries Advisor
Please enter Level under appropriate Career Pathway / ERE / TAE / MSA / CAO / R.Nurse / Clinical
2b
ERE Category / Academic Posts / Non-Academic Posts
Academic
(mixed) / Research
only / Teaching
only / Enterprise / Education Development
Posts Responsible to (and Level): / CRM Manager (Level 4)
Posts Responsible for (and Level): / NA
Job Purpose:
To be responsible for responding to all prospective student enquirers to the University of Southampton, providing information and supporting on-going communication throughout the application process
To accurately maintain a central CRM system and undertake a variety of administrative processes to support this
Key Accountabilities/Primary Responsibilities (6-10 bullet points maximum)
1.Deliver high quality and professional information and appropriate advice to prospective students using a range of media including telephone and email.
2. Apply a good working understanding of CRM systems, methods and procedures to process and respond to enquiries. Record all customer interactions in detailed data entry into a CRM system.
3. Undertake a variety of routine administrative processes and project work including coordinating thefulfilment of prospectuses and materials, analysing and evaluating standard data from the CRM system, cleansing and preparing data for reports and undertaking proactive telephone/email campaigns and conversations with prospective students.
4. Contribute to the design and preparation of information and record systems with the CRM system and standard reports on instruction from CRM Manager to deliver to internal clients.
5. Deliver a range of support tasks to Professional Services including the delivery of marketing materials and assist colleagues and enquirers on specific systems or processes to maximise service quality, efficiency and continuity.
6. Assist with customer complaints, trying to resolve where appropriate and escalate where necessary.
7. Organise and prioritise own work activities within established routines or procedures, subject to minimal supervision, to support the achievement of work objectives.
8. Ensure effective liaison and communication with colleagues in faculties, Professional Services and other University groups.
9. Undertake duties to ensure the smooth running of the CRM Teamundertaking any other duties or responsibilities from time to time as directed by the CRM Manager. / % Time
25
25
10
10
10
5
5
5
5
Internal & External Relationships: (nature & purpose of relationships)
Prospective students, current students, faculties, professional services, SUSU, external fulfilment houses, members of the public and local community
Special Requirements:
Occasional evening and weekend work in line with University calendar.
Commitment to providing high levels of service in a customer orientated fashion.
Willingness to rotate roles and responsibilities to increase breadth of experience
Work within the bounds of University’s Confidentiality Policy and Data Protection Act.
Person Specification
Criteria / Essential / Desirable / How to be assessed
Qualifications, Knowledge and Experience:
Good general education to GCSE or equivalent with grades C or above in English and Maths.
Degree
High level of competence in written and spoken English.
Good general knowledge of CRM systems and high degree of computer literacy including Microsoft Office, including Word and Excel.
Experience of working in a customer related environment and experience in working in high volume, multi-functional service environment
Experience of providing information to customers through various channels including phone, email and in person.
Experience of working in the Higher Education sector. / X
X
X
X
X / X
X / Application/
interview
Planning and Organising:
Must be able to prioritise daily tasks to ensure targets are met.
Ability to work on a day to day basis with limited supervision. / X
X / Application/
interview
Problem Solving and Initiative:
Must be able to exercise personal judgement to identify customer requirements and respond appropriately.
Demonstrate a capacity to contribute to solutions that continuously improve the service delivered
Ability to confidently understand and resolve initial complaints and escalate where appropriate / X
X
x / Application/
interview
Management and Teamwork:
Ability to work effectively in a team environment
Good people skills with a helpful and supportive attitude. / X
X / Application/
interview
Communicating and Influencing:
Ability to communicate effectively through a variety of channels internally with people of all levels and externally with people from different nationalities and cultures.
Proven written and verbal communication skills, comfortable using a variety of communication technologies / X
x / Application/
interview
Other Skills and Behaviours:
Customer focussed
Knowledge of a second language
Creative and enthusiastic individual
Occasional evening and weekend working may be required / X
x
x / X / Application/
interview
Job Hazard Analysis Form - Appendix to Job and Person Specification
School/Department: / Student Recruitment and International RelationsUK Student Recruitment and Outreach
Post Title: / Student RecruitmentEnquiries Advisor
Post Number:
Please tick one of the following statements:
This post is an office-based job with routine office hazards e.g. use of VDU / This post has some hazards other than routine office e.g. more than use of VDU
Please tick all those that apply, and put N/A if not applicable
Environmental Exposures / O* / F / COutside work
Extremes of temperature (eg fridge/ furnace)
Potential for exposure to body fluids ##
Possible Contact with patients in a clinical/home setting ##
Noise (greater than 80 dba- 8 hrs twa) ##
Exposure to hazardous substances (eg solvents, liquids, dust, fumes, biohazards, animals). Specify ………………………………………….. ##
Frequent hand washing
Ionising radiation.
Equipment/Tools/Machines used
Food Handling ##
Driving university vehicles(e.g. car/van/LGV/PCV) ##
Use of latex gloves (note: prohibited unless a specific clinical necessity)
##
Vibrating tools ( eg strimmers, hammer drill, lawnmowers) ##
Physical Abilities
Load manual handling. /
Repetitive Crouching/Kneeling/Stooping /
Repetitive Pulling/Pushing /
Repetitive Lifting /
Standing for prolonged periods /
Repetitive Climbing i.e. steps, stools, ladders
Fine motor grips (eg pipetting)
Gross motor grips
Repetitive reaching below shoulder height
Repetitive reaching at shoulder height
Repetitive reaching above shoulder height
Psychosocial Issues
Face to face contact with public /
Lone working /
Shift work/night work/on call duties ##
O – Occasionally (up to 1/3 of time); F – Frequently (up to 2/3 of time); C – Constantly (more than 2/3 of time) ## denotes to HR the need for a full PEHQ to be sent to all applicants for this position.
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