UNIVERSITY OF NOTTINGHAM
RECRUITMENT ROLE PROFILE FORM

Job Title:Student Recruitment Enquiries Assistant

Department:External Relations – Recruitment and Admissions

Salary:£17039 to £20198per annum, depending on skills & experience. Salary progression beyond this scale is subject to performance

Job Family & level: Administrative, Professional & Manageriallevel 2

Hours of Work:36.25 per week

Contract Status: This fixed-term post is to cover a short term requirement during a period of restructuring and will therefore cease at the contract end date 31 July 2016.

Location: Kings Meadow Campus

Reporting to: Student Recruitment and Enquiries Manager

The purpose of the role:

To support the Student Recruitment and EnquiriesManager in providing a first-class,central enquiry service to prospective students, their parents/guardians and teachers, throughout the student recruitment and admissions cycle. The role holder will offer friendly, prompt and comprehensive responses to requests for information by email and telephone using aCustomer Relationship Management system.

Main responsibilities:

% time per year
1. / Responding to enquiries from prospective students, parents and teachers
  • Working within the University’s new Customer Relationship Management system, answering daily telephone and electronic enquiries from prospective students and parents.
  • Ensuring a high standard of customer service in response to all enquiries.
  • Liaising with internal departments and academic schools to ensure swift and accurate responses to enquirers’ questions.
  • Forwarding requests for information to the relevant departments where necessary, or previously agreed.
  • Processing information requests received atstudent recruitment events, including open days and fairs.
/ 70%
2. / Distributing e-communications to prospective students
  • Sending electronic communications to prospective students in the University’s Customer Relationship Management system
  • Ensuring all communication feeds into the department’s communication and conversion plans.
  • Proof checking HTML emails before delivery, including URLs and anchor links.
  • Liaising, where relevant, with colleagues to ascertain details of the campaign, including audience and timescales.
/ 10%
3. / Supporting and attending student recruitment events
  • Attending a number of undergraduate UCAS conventions and postgraduate fairs throughout the year, providing information and advice to prospective students.
  • Providing support at the University-wide open days, mini-open days, and if required, UCAS visit days.
  • Supporting the Schools and Colleges Liaison team where necessary by representing the University at Higher Education fairs in Schools and Colleges.
/ 10%
4. / Supporting in the administration of student recruitment tasks
  • Processingrequests for internal materials such as prospectuses or corporate stationary.
  • Packing and sending out materials as requested.
  • Sending out letters and marketing collateral as required, e.g. for open days
  • Liaising with the University’s fulfilment supplier as required for sending out mailings.
/ 5%
5. / Ongoing tasks
  • Updating contact lists.
  • Updating Enquiry Centre templates.
  • Regular website checks to ensure our information is accurate and up-to-date.
  • Liaising with academic schools for additional information to help answer enquiries.
  • Supporting events such as UCAS visit days and graduation.
/ 5%

Knowledge, Skills, Qualifications & Experience:

Essential / Desirable
Qualifications/
Education /
  • Educated to GCSE or equivalent standard with some experience or significant experience in a customer-focused environment.
/
  • A level or vocational qualification e.g. NVQ 2 – 3, City and Guilds or equivalent.

Knowledge/
Skills/Training /
  • Excellent customer service skills.
  • Hard-working attitude with a desire and ability to use own initiative.
  • Excellent written communication skills including excellent grammar.
  • Excellent oral communication skills, with the ability to communicate with a diverse range of people.
  • Goodorganisationalskills with the ability to prioritise workloads.
  • High-level of computing skill and confidence to use and learn new IT systems
/
  • Knowledge of Higher Education and its application processes.
  • Knowledge/experience of The University of Nottingham

Experience /
  • Proven experience in a customer focused environment.
  • Experience of working within a team
/
  • Experience of working in a large and complex organisation or education environment.
  • Experience of working with Customer Relationship Management systems.

Other /
  • Understand the importance of confidentiality.
  • Willingness and ability to work outside of core hours on occasion, including evenings and weekends.
/
  • Knowledge of data protection issues.

Decision Making

i)taken independently by the role holder;

Responding to general queries and deciding which information to send.

Prioritisation of work.

ii)taken in collaboration with others;

Dealing with complex enquiries.
Improvements to how the office systems work.

iii)referred to the appropriate line manager by the role holder.

Complex enquiries or complaints that require escalation

Scope of the Role:

The overall function of this role is to provide all enquirers, who are likely to be contacting the University for the first time, with a friendly, prompt and comprehensive response to requests for information and guidance.

Informal enquiries may be addressed to Mr David Bruccoleri, email: . Please note that applications sent directly to this email address will not be accepted.