CITIZENSHIP

• Demonstrate the university values at all times through performance and behaviour.
• Participate in ad-hoc duties to support the team/university and for personal development.
• Support newer or inexperienced colleagues within and outside the university by offering support, help and advice.
• Provide mentoring support (informally and formally).
• Positively promote the university internally and externally through positive behaviour and supporting university-wide activities.
  Build partnerships to advance the university’s strategy.
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  Please note that this job description is not exhaustive, and the role holder may be required to undertake other relevant duties commensurate with the grading of the post. Activities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.

EDUCATION, QUALIFICATIONS & EXPERIENCE:

Essential

• Educated to first degree level or equivalent practical experience in the workplace,
• Experience of delivering customer focused events,
• Experience and skills in monitoring and improving service experience,
• Experience of utilising CRM systems for lead capture and conversion purposes,
• Experience in developing and utilising reporting dashboards to monitor customer service excellence,
• Demonstrable experience in managing projects and change including integrating new areas of work and balancing conflicting priorities,
• Proven ability to think strategically and to develop, plan, prioritise and deliver service wide objectives,
• Demonstrable experience of managing resources, workloads and changing priorities for self and others,
• Experience of leading and managing a team;
• Good track record of developing and maintaining positive working relationships with internal and external customers, peers, stakeholders and others;
• Excellent communication, interpersonal and influencing skills;
• Demonstrable flexibility and resilience;

Demonstrably collaborative and proactive.
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Desirable

• Experience in a customer service-related role outside of the higher education sector;
• Experience working overseas;

Knowledge of higher education admissions criteria

• : related to domestic, international and foundation students,
• Experience in managing in-house commercial events focused on delivering both brand affinity and robust customer acquisition targets,

Experience in developing and implementing virtual customer experience i.e. live chat, virtual events, chatbots.
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Please note that this job description is not exhaustive, and the role holder may be required to undertake other relevant duties commensurate with the grading of the post. Activities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.

PURPOSE OF THE ROLE:

Heriot-Watt is entering an exciting phase in terms of development of its professional services. We have centralised and re-aligned our recruitment and Admissions Teams in Edinburgh and are embarking on a journey to develop a new structure for our Dubai Campus and recruitment hub.
The : International Student recruitment officer will take responsibility for managing, shaping and delivering the overall student recruitment strategy : for Global College UG, PG students and research degrees. The role holder will be leading on all student recruitment activities in the market, ensuring that Heriot Watt attracts, converts and enrolls prospective students in line with recruitment targets. The : International Student recruitment officer will be providing expert advice to the Directorate in Dubai and global hub in Edinburgh on relevant direct and indirect recruitment opportunities, maximising those, shaping tactical delivery and customer service advisors.
Bringing together your knowledge of the local UAE and international markets with understanding and customer service expertise you will be an exceptional collaborator : bringing others along with you to drive rich engagement at both university, academic school, subject and programme level to optimise achievement of student recruitment targets.

STRATEGY, PLANNING AND MANAGEMENT RESPONSIBILITIES

• Play a significant role as a member of the Marketing and Recruitment Directorate management team, working with Regional Director of Recruitment, International Student Recruitment Manager, Associate Regional Director of Prospect Experience, and the Director of Marketing and Recruitment to deliver against student recruitment targets for Heriot Watt Dubai Campus,
• Identify, interpret and translate university strategies to MRAC localised strategies and operational planning.
  Keep abreast of current developments in the student recruitment and admissions space and feed these into the strategic and operational planning.