Student Recruitment Officer at Transnational Academic Group (TAG)

Job Summary / Purpose)

• Responsible for the recruitment of students into the university’s programmes.

Main Duties and Responsibilities
Build an understanding of each students’ needs and interest:

• Build and maintain good relationship with prospective students;
• Get to know prospective students through enquiries and active listening;
• Develop an understanding of each student’s needs and interest;
• Identify what each prospective student needs, then personalise and tailor your offer accordingly;

Calls, Lead Management and Updates:

• Act as first port-of-call for admissions enquiries;
• Call and follow up on all leads generated and assigned;
• Maintains management information on enquiries using the Customer Relations Management (CRM) system;
• Ensure that lead statuses, notes and personal details are kept fully up to date at all times and after each and every communication with prospective students;
• Respond to admissions enquiries within 24 hours during working week;

Provide guidance on Admission Process, making the experience positive and memorable:

• Provide guidance on admission process, making the experience positive and engaging throughout;
• Advise applicants on programme choices, offering relevant information to enable applicant make an informed choice;
• Ensure that prospective students have memorable student experience throughout their “Student Journey” from enquiry to enrolment;

Recruitment Events & Activities:

• Support Event Coordinator, Business Development Associate and Manager in the planning and organisation of Education Fairs, Open Days and student recruitment fairs leading to successful students recruitment;
• Organise campus events and tours for groups of students that can lead to interest in university programmes and enrolment;
• Actively lead school visits activities or presentations, engagement on or off campus that lead to successfully student recruitment and conversion.

Applications Management:

• Submit complete application documents to Admissions Officer to process and issue offers;
• Follow up to explain details on offers and convert offer holders immediately offers are issued;

• Advise and guide prospective students through the admissions process and positively influence their views to translate into enrolment;
• Analyse the applicant pool to help manage the application pipeline and ensure quality targets are met;
• Use TAG CRM systems to engage with enquiries and applicants to optimize and manage their experience through the application process and ensure successful conversion rate;
• Arrange interviews for prospective students where necessary;
• Provide effective support to international students and their parents, both face-to-face and through e-mail, newsletters and social media, whiles articulating the value of LUG experience and an LUG degree to these different audiences;

Conversion:

• Drive conversion at each stage of the pipeline by maintaining a focus on closing towards the next step;
• Deal with new enquiries effectively and convert the enquiry to a visit to the campus;
• Organise campus tours and run information sessions for prospective students interested in finding out more about programmes of the university;
• Facilitate the application process in a straightforward and efficient way to convert applications to enrolment;
• Support students in their induction and orientation to ensure a positive start to their “Student Journey”;
• Ensure that prospective Foundation and Undergraduate students receive relevant pre-arrival information that will enhance great student experience;
• Liaise with Line Manager to develop conversion plans so candidates accept their offers;
• Follow up with leads at all stages of the pipeline that have become unresponsive to reignite their interest;

Other Duties:

• Contribute and promote LUG brand;
• Ensure that duties are undertaken in accordance with quality standards and assurance framework of regulatory bodies (such NAB, BAC, TAG, LU etc.);
• Provide support to the Business Development and Marketing & PR Teams in any tasks which may arise;
• Collaborate closely with colleagues in other operations across the University campus to enable cross department working and sharing of intelligence;
• Proactively review delivery of own areas of responsibility to improve efficiency and effectiveness;
• Performs any other duties that may be assigned from time to time.

Reporting Requirements:

• Submit monthly work plan to Line Manager
• Submit weekly call centre and conversion report to Line Manager
• Submit monthly call centre and conversion report to Line Manager

Key Performance Indicators (KPI’s)/ Performance Assessment Criteria
Your performance as Student Recruitment Officer will be assessed in consideration of the following benchmarks:

• Your contributions to the overall target of Recruitment & Admissions department;
• Achievement of your assigned target for the period;
• Evidence of developing strong relationships with prospective applicants which have impacted positively on lead generation and thereby maximized conversion rates into enrolment target;
• Evidence of continuous improvement on recruitment and conversion processes and procedures;
• Demonstrable evidence of delivering high-quality service to students and other stakeholders;
• Execution of assigned duties within timelines, while ensuring quality standards are maintained at all times;
• Development of good relationships within and outside the team, and positive feedback from colleagues and other stakeholders;

Educational/Academic Qualifications

• Relevant Bachelor's Degree or equivalent experience is essential;
• Professional Certification in Sales and/or Marketing, Customer Service;

Technical Competencies: (Knowledge and Experience required):

• Working knowledge of Higher Education system, in particular recruitment cycles;
• Excellent knowledge of the university’s programme portfolio and entry/admission requirements;
• In-depth knowledge of students recruitment processes and procedures;
• Knowledge and understanding of cultural differences and how to manage these in the context of student recruitment and marketing;
• Awareness of the business education market and finance education sector;
• Strong interest in delivering high end services;
• Significant working knowledge and experience in sales, marketing and customer care;
• Experience of applying sales/engagement/conversion techniques;
• Collaborative team player with experience working in a dynamic multi-cultural organisation;

Planning and Organising Skills required:

• Experience of planning, prioritizing and organising work on daily, weekly and monthly basis, individually and as part of a team, while ensuring the effective use of resources and delivering to tight deadlines;
• Ability to develop annual evidence based operational recruitment plans and campaigns to deliver on a longer term strategic plan;
• Good project management skills;
• Excellent stakeholder engagement skills with experience of managing a large range of different stakeholders;

Communication Skills Required:

• Excellent written and oral communication skills including the ability to negotiate and adjust information that need careful explanation or interpretation to suit the needs of different audiences;
• Excellent influencing skills and the ability to communicate with credibility, tact and diplomacy internally and externally;
• Good report writing skills;
• Excellent presentation skills;
• Excellent telephone etiquette

Initiative and Problem Solving Skills Required:

• Experience of using initiative and creativity to resolve problems, that may be predictable but not routine, identifying practical and suitable solutions;

IT Skills Required:

• Proficient in MS Office Suite
• Competent in the use of CRM databases and spreadsheets;
• Proficient in internet use;

Personality/Behaviour/Attitude:

• Good interpersonal skills;
• Passion for building and maintaining relationships;
• Demonstrable positive attitude toward work;
• Attentive to details and dedicated to quality;
• Ability to guard confidentiality of process and information;
• Proactive;
• Innovative;
• Critical thinker;
• Results driven and self-motivated;
• Commitment and understanding of equal opportunities within diverse and multicultural environment

Internal and External Communications
Internal Stakeholders:

• Provost
• Deputy Provost
• CEO
• CFO
• Marketing, Recruitment & Admissions, & BD team
• Student Affairs department
• Registry department
• All other staff
• Students

External Stakeholders:

• Applicants to LUG’s Foundation, Undergraduate and Postgraduate programmes
• Parents of potential students
• Faculty
• Heads of Schools
• School Counsellors
• University-appointed international agents
• Other universities and educational organisations.
• International schools
• Potential stakeholders
• General public