Customer Services Officer – Admissions & Enrolment

at  Heart of Worcestershire College

• 
  The purpose of the role is to work as part of the Customer Services Team to provide a high-quality service from course enquiry through applications and enrolment, with particular focus on the Enrolment process.

GENERAL ACCOUNTABILITIES

• To commit to the safeguarding and promotion of the welfare of children, young people and vulnerable adults
• To participate in the College’s Performance Management Scheme and attend such training events as are necessary to enable him/her to carry out the duties of the job description.
• To continually improve teaching, learning and assessment through proactive CPD and sharing best practice.
• To actively participate in the College’s Quality System, including quality improvement strategies and initiatives.
• To undertake such other duties as may be assigned commensurate with the grade and purpose of the post.
• To take reasonable care for the health and safety of him/her and for others affected by his/her work.
• To actively support College Safeguarding, Equality and Diversity policies.
• To operate/conduct all HR tasks and functions within the principles of GDPR.
  This Job Description is current at the date shown below and is a guide to the work you will be required to undertake. In consultation with the post holder, it may be changed from time to time by the College to meet changing circumstances.
  June 2024

FIRST AID & FIRE MARSHALL

As defined in the person specification of the job description, those staff with these responsibilities are required to undertake first aid and or fire marshal duties across the College, when called upon to do so. Staff must ensure they are up to date with the relevant training.

VALIDATION OF QUALIFICATIONS

The College will undertake qualification validation by writing to the appropriate educational institute. Only those qualifications which are essential for the post will be followed up.

CONTRACTUAL REQUIREMENT TO OBTAIN A QUALIFICATION

If you are required toobtain a qualification as a contractual requirement, the College reviews its CPD budget on an annual basis regarding availability of funds, and cannot therefore guarantee that newly appointed staff will receive either part or full funding for the course fees. However, student loan facilities are available.

APPLICANTS WITH DISABILITIES

Candidates with a disability should contact the HR Department before interview if they require any adjustments to be made for the interview and/or selection tests.

PLEASE REMEMBER THAT IT IS NOT SUFFICIENT TO MERELY REPEAT WHAT IS IN THE SPECIFICATION – YOU MUST SHOW HOW YOU MEET EACH REQUIREMENT. YOU MUST ALSO PROVIDE DETAILS UNDER ‘PREVIOUS EMPLOYMENT’ WHICH MUST INCLUDE ALL EMPLOYMENT UNDERTAKEN SINCE LEAVING FULL TIME EDUCATION.

Completed application forms should be submitted by 1 July 2024 via our website at www.howcollege.ac.uk

Front of House & Customer Service

• Support College Open Events as required.
• Support Information Events and New Parent Evenings as required.
• To cover Receptions across the estate as required
• Meet and Greet prospective students, members of the public and other visitors
• Deal with general College enquiries through email and telephone communication
• To undertake training in the roles of First Aid and Fire Marshalling
• To undertake training in the roles of Exam Invigilation

Admissions

• To assist in the creation, implementation, and on-going administration of a centrally co-ordinated admissions process, taking account of existing good practice and the needs of curriculum areas
• To process application forms
• To liaise with CRQ Leaders and Managers over interview dates, course enquiries and any items arising from the Admissions process and the early part of the Learner Journey
• To maintain records on and produce reports from the Admissions database, or other software systems.
• To arrange interviews for curriculum teams
• To communicate with applicants and parents about the stage of their application and request further information such as Specialist Learning Support and references as required by curriculum teams.
• To undertake other clerical duties required to maintain a high-quality Admissions process.

Enrolment

• Enrol students into the College throughout the year as required, to include taking fees, operating tills, checking forms and dealing with queries within the enrolment process
• Support all enrolment events including Part Time, HE and Professional
• Provide advice on fees and funding issues to prospective students
• To establish eligibility for fee remission based on individual circumstance
• To work in collaboration with the College Finance teams to advise on instalment processes and invoices
• Work with Admissions and Advice Centre Manager and Finance Teams to ensure that fees or other relevant payment is in place
• Take payments throughout the academic year for student fees, trips, and any other necessary payments
• To provide liaison and support between curriculum teams and MIS teams to ensure College has effective systems for collating all student enrolments and curriculum information
• To provide curriculum teams with enrolment information and associated detail to ensure students are enrolled correctly and in a timely manner
• To utilise the Enrolment database ensuring accurate recording of student enrolments, withdrawals and transfers
• To check accuracy and completeness of individual student records
• To update individual student personal details as advised by Curriculum and Support teams

Internal Customer Services

• Support the internal post system including franking of outgoing mail as required
• Follow cash banking processes and liaise with external agencies to ensure the prompt and accurate recording of monies taken in refectories, salons and through main cash tills
• Support the training and ongoing development of Customer Services Apprentice posts as relevant to own work areas and job roles
• Utilise all College systems to provide information and advice, including Pro Monitor and Unit E

Student Financial Support

• Deal with queries relating to the College’s various bursary schemes and offer advice to students in financial hardship
• Support the issuing of meal cards, bus passes and train passes through the Advice Centre
• Check completed bursary forms and collate necessary evidence