EDUCATION, QUALIFICATIONS & EXPERIENCE:

Essential

• Excellent literacy and numeracy skills or similar or equivalent experience,
• Experience of working within a similar environment as outlined above, specifically with a focus on multi-channel customer experience,
• Competent in the use of relevant IT packages including Microsoft Excel, Word and Outlook
• Well-developed interpersonal skills,
• Experience in face-to-face customer service role, including participating in and organising in-house and external recruitment / sales events,
• Demonstrable professional and proactive approach,
• Evidence of excellent attention to detail,
• Appreciation of working with confidential information,
• Ability to work flexibly, quickly and accurately by taking account of new information or changes in circumstances and modifying the understanding of a problem or situation accordingly
• Experience of using initiative and creativity to resolve problems, that may be predictable but not routine, identifying practical and suitable solutions,

Demonstrable provision of excellent customer service.
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Desirable

• Arabic speaker preferred
• Educated to a degree level
• Experience of administration in a higher or secondary education environment
• Understanding and knowledge of UAE and international education markets and current issues
• Experience of working with databases i.e. Student Record or CRM systems
• Experience of enquiry management systems

Evidence of creativity and innovation in previous workplaces to ensure all customer facing activities are constantly evolved, adapted and improved to drive customer engagement
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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 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.
Reporting to the Student Recruitment Manager, the successful candidate will take the responsibility for coordinating and delivering a range of activities that enable Heriot Watt Dubai to achieve its ambitious recruitment targets for both UG, PG and research degrees. Student Recruitment Officer will be responsible for delivering customer facing events, both on and off campus, delivering customer service activities for all prospective students, ensuring the university is promoted in relevant and attractive ways. This roles requires both creativity in generating ideas for inspiring and engaging events, but also focus on proactive robust follow-up service to convert prospects into enrolled students.
Based in the Student Recruitment Team of our Dubai campus you will work as part of the team that provides an exceptional level of customer service to all prospective students and applicants to the University guiding them from first point of contact through to enrolment. You will be the first point of contact for phone calls and emails and respond to these within agreed response times ensuring the needs of the enquirer are met and making full use of enquiry management and CRM systems in place. Bringing together your passion for education and customer care, you will have exceptional interpersonal skills, attention to detail and be a self-starter who can support prospective students while they embark on their journey with Heriot Watt.

SUMMARY OF KEY DUTIES AND RESPONSIBILITIES

You will be part of the team providing a high-quality front-line service to all enquirers to the University. Your main duties will be to respond to enquirers by phone or email, dealing with day to day queries at events and providing support for prospective students throughout their journey to Heriot Watt. You will be working under the guidance of Student Recruitment Manager delivering a wide portfolio of events, ensuring that Heriot Watt recruitment Targets are met.

KEY DUTIES AND RESPONSIBILITIES:

• Act as an ambassador for the University to a wide range of stakeholders, notably prospective students and parents,
• Assist with the implementation of a highly focused recruitment plan for the Dubai Campus, including on campus events such as open days, applicant and offer holder days, postgraduate recruitment events, campus drop-ins and all external recruitment fairs and activities,
• Assist in the planning of on-campus recruitment events, notably Open Days and Offer-Holder Days, brining ideas and feedback from previous events, implementing innovation and new approaches to serve our prospective community,Attend recruitment fairs in the region, providing information, advice and guidance on the University
• ‘s portfolio of undergraduate, postgraduate and research programmes,
• To set up and maintain a calendar of student recruitment events, manage enquiries, and bookings and work with the CRM team to coordinate pre-event and follow up communications to maximise attendance,
• To operate within set budgets in relation to individual events and the complete programme of events across the year, including maintaining records of expenditure,
• To commission the design and print of signage, displays and promotional materials for Heriot Watt Dubai student recruitment events,
• To take account of statutory health and safety and environmental legislation in running any of our events,
• Manage the student ambassador scheme within the Student Recruitment team to ensure events and other recruitment activities are effectively staffed and represented to maximise conversion and ultimate enrolment of prospective students,
• To establish and maintain an effective network of contacts externally and in Schools and Services, and to work effectively with these contacts to maximise our student recruitment potential,
• Work closely with the Marketing team to produce effective and informative marketing materials aimed at prospective undergraduate, postgraduate and research students
• Provide an exceptional applicant experience at all times and the delivery of a customer-focused service and experience to optimise recruitment and conversion objectives, utilising the CRM system to track all engagements with HW prospective students,
• Operating across various communication channels: phone, e-mail, face-to-face at on-campus and external events, but equally providing customer service via in-bound social media channels, incl. participating in Live Chats with prospects and applicants and other virtual events as when organised by the University,
• Ensure that responses exceed the enquirers needs and are sent in a timely fashion and to agreed turnaround times, provide information, relevant and personalised advice to each prospective student,
• Provide support and guidance to colleagues on a wide range of enquiries relating to admissions,
• Review and maintain a repository of frequently asked questions, ensuring that these are always up to date,
• Support optimisation of lead capture as part of the enquiries process and in line with feedback from prospective students,
• Support a large programme of internal and external recruitment events including open days, offer holder events and recruitment fairs, both at the campus, in-schools and at external recruitment fairs,
• Liaise with Marketing and Recruitment colleagues to ensure that information provided is up to date and key messages are being relayed at the appropriate time,
• Provide support to the wider team during key admissions periods, i.e. during in-school educational fairs, advice and tutoring days,
• To participate in all marketing activities and other areas of work within Marketing and Student Recruitment as required,Other duties that may be seen as being within the scope of this position.