Key Duties

• Deal with a range of enquires from internal and external customers in a professional manner, establishing their requirements and adapting the standard responses accordingly
• Collaborate with others in order to make recommendations for developments of established processes and procedures
• Establish working relationships with key contacts to help improve service levels
• Undertake a variety of administrative duties to support the team and department
• Gather and analyse data to update administrative systems with accurate information, establishing basic trends and patterns in any data submitted
• Contribute to the success of the team, leading others through example, and supporting the supervision and management of the team.

Specific Duties

• Responding to enquiries from prospective students, parents and teachers
• Working within the University’s Customer Relationship Management system, answering and recording daily telephone and email enquiries from prospective students, parents and teachers
• Ensuring a high standard of customer service in response to all enquiries
• Liaising with internal professional services departments and academic schools to ensure swift and accurate responses to enquirers’ questions
• Forwarding requests for information to the relevant professional services departments and academic Schools where necessary, or previously agreed
• Ensuring additional value added content is included in enquiry responses
• Updating contact lists and merging multiple contacts where appropriate
• Updating Enquiry response 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 and then updating email response templates or knowledgebase articles as appropriate
• Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties especially in relation to consumer law and General Data Protection Regulation and associated laws
• Abide by University policies on Health and Safety and Equality and Diversity
• Perform other duties occasionally which are not included above, but which will be consistent with the role.

QUALIFICATIONS AND EDUCATION

1. NVQ 2/GCSE level A-C or equivalent.

KNOWLEDGE, SKILLS AND EXPERIENCE

1. Significant experience of working in an administrative or customer facing environment
2. Proficient in using common office IT packages (e.g. MS Office)
3. Ability to set up standard administrative systems and procedures.

Key Duties

• Deal with a range of enquires from internal and external customers in a professional manner, establishing their requirements and adapting the standard responses accordingly
• Collaborate with others in order to make recommendations for developments of established processes and procedures
• Establish working relationships with key contacts to help improve service levels
• Undertake a variety of administrative duties to support the team and department
• Gather and analyse data to update administrative systems with accurate information, establishing basic trends and patterns in any data submitted
• Contribute to the success of the team, leading others through example, and supporting the supervision and management of the team

Specific Duties

• Responding to enquiries from prospective students, parents and teachers
• Working within the University’s Customer Relationship Management system, answering and recording daily telephone and email enquiries from prospective students, parents and teachers
• Ensuring a high standard of customer service in response to all enquiries
• Liaising with internal professional services departments and academic schools to ensure swift and accurate responses to enquirers’ questions
• Forwarding requests for information to the relevant professional services departments and academic Schools where necessary, or previously agreed
• Ensuring additional value added content is included in enquiry responses
• Updating contact lists and merging multiple contacts where appropriate
• Updating Enquiry response 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 and then updating email response templates or knowledgebase articles as appropriate
• Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties especially in relation to consumer law and General Data Protection Regulation and associated laws
• Abide by University policies on Health and Safety and Equality and Diversity
• Perform other duties occasionally which are not included above, but which will be consistent with the role