Enquiries and Clearing Officer

at  University of Derby

JOB DETAILS

Department
Marketing and Communications
Responsible to
Enquiries and Clearing Operations Manager
Location
Kedleston Road, Derby Campus
Salary
£30,950 to £34,027 per annum (for exceptional performers, there is scope for further progression up to £39,131 per annum)
Closing date
Sunday 28 April 2024
Contract type
Permanent
Post type
Full-time
Adaptive working type
Onsite
This role will be based on site, primarily in the named location.
Reference
0576-23-R

QUALIFICATIONS

• Degree (or equivalent qualification) or comparable knowledge and transferable skills gained through professional experience

EXPERIENCE

• Line management experience
• Experience of delivering a service operation
• Experience of successful implementation of business processes and systems
• Experience of managing change at a tactical/operational level
• Demonstrable experience of successfully managing competing priorities within a resource-limited environment
• Demonstrable experience of working collaboratively across boundaries to achieve common goals
• Experience of building and maintaining strong working relationships

SKILLS, KNOWLEDGE & ABILITIES

• Excellent ability to balance multiple priorities, planning and managing own and team members’ workload
• Excellent analytical and problem-solving skills, including ability to identify the root cause of issues and implement effective solutions
• Excellent attention to detail
• Excellent interpersonal skills including the ability to demonstrate tact and diplomacy in dealing with a wide range of stakeholders
• Strong customer and service focus
• Excellent written and verbal communication skills
• Good judgement of situations and people and the ability to respond appropriately, professionally and commendably
• Ability to adapt and be flexible
• Ability to work through service pressures methodically and calmly
• Ability to understand and apply regulations such as GDPR
• Excellent digital literacy and ability to confidently use a range of tools such as Microsoft Office Suite, CRM systems and database products

BUSINESS REQUIREMENTS

• Willing and able to work flexibly from home and at our Kedleston road site
• Willing and able to work outside of normal hours during peak periods in the year, particularly during August and September. Prior notice will be given for evening and weekend work

ABOUT THE ROLE

The Student Recruitment Enquiry Team, in the External Relations department, provides a vital service to enable the University to meet its student recruitment targets by delivering an excellent customer experience throughout the student journey.
You will manage the Enquiries and Call Centre Supervisor and Assistants, ensuring the delivery of high quality engagement with prospective students, influencers and other key stakeholders through inbound and outbound activity across multiple platforms.
You will work with the Enquiries and Clearing Operations Manager to deliver a customer-focused, compliant, efficient and effective enquirer experience for the University. This will include ensuring that processes are aligned to the University’s strategy and policies, managing high and unpredictable volumes during peak periods, meeting KPIs such as turnaround times, and ensuring compliance requirements are met.
A customer service ethos which matches the University’s values and behaviours is essential; outstanding leadership and management, communication, persuasion and influencing skills are a must, as is a commitment to continuous improvement and a determination for excellence.
This role requires you to support the wider work of the External Relations department to provide an excellent prospective student experience. You will assist key activities such as Clearing and confirmation, Open Days, outreach events, and enrolment, and be willing to undertake occasional evening and weekend work at specific times of the year, particularly in August and September.
Interview date – 9th May 2024

ON APPOINTMENT, THE JOB TITLE FOR THIS ROLE WILL BE CONVERSION AND CLEARING OFFICER.

For further information and informal enquiries regarding the role, please contact Claire Robson, Enquiries and Clearing Manager via c.robson@derby.ac.uk
For enquiries regarding your application and for sponsorship eligibility, please contact the recruitment team via recruitment@derby.ac.uk

PRINCIPAL ACCOUNTABILITIES

• To effectively manage the Enquiry and Call Centre Supervisor and Assistants.
• Work with the Enquiry Centre and Clearing Manager to ensure that the team delivers the highest level of customer service in line with service level agreements. To escalate complaint or concerns to line manager as required.
• Assess, monitor and manage enquiries via email, phone, social media and online chat effectively, acting as the key contact for enquiries, influencers and other key stakeholders.
• Assess enquiries to effectively nurture and provide up to date information and guidance to allow prospective students to make an informed decision about studying at the University.
• Manage and maintain accurate customer records within the University’s Customer Relationship Management (CRM) system to enable high quality reporting to support department planning and decision making, strengthening recruitment and conversion.
• To manage all incoming enquiries by providing a triage service, resolving enquiries where possible at first point of contact and in line with established guidelines and service level agreements.
• Deliver an excellent customer service to enquirers and internal stakeholders ensuring a positive outcome.
• Provide Enquiries and Clearing Operations Manager with frequent updates on team performance, sharing insight in a timely manner to inform content planning and recruitment campaigns.
• Support the wider work of the External Relations department to provide an excellent prospective student experience. Attend and provide support at key recruitment and conversion events, for example Clearing and confirmation, Open Days, outreach events, and enrolment.
• Ensure clear, effective and timely communication as appropriate to internal and external stakeholders. Maintain accurate records to enable evidence-based challenge and support.
• Using available audits and monitoring processes, ensure quality assurance of own work and effective prioritisation to avoid creating bottlenecks and delays. Use initiative to resolve problems and queries relevant to responsibilities.
• Act in a responsible, professional manner and comply with General Data Protection Regulations (GDPR) and data security legislation/policy. In doing so, ensure data is extracted, shared, handled, and stored appropriately and removed responsibly in accordance with the University’s retention policy.
• Attend all training and development opportunities as required to ensure relevancy of practice and compliance.
• Provide a good level of technical expertise, support and ideas to benefit effectiveness of operational activity, recruitment, conversion and compliance. Engage and participate in service projects and provide professional opinion and information as required.
• Provide information, advice and guidance on entry qualifications, available entry routes and the process of admission to university.
• Assist with delivering a programme of induction and training for new staff to help ensure a deep understanding of relevant procedures, delivery schedule, systems, data/reporting, compliance requirements and technicalities. This includes mentoring and supporting new team members,