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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