£25,698 to £26,875 per annum (for exceptional performers, there is scope for further progression up to £30,907 per annum)
Onsite
This role will be based on site, primarily in the named location.
We have one simple promise – to make a positive impact. Through our ground-breaking research, teaching excellence and commitment to sustainable living, we are changing lives for the better.
The University of Derby is a modern university with a modern outlook. Everything we do is driven by delivering excellence and opportunities for our students, our staff and our region.
We have some of the best university facilities in the UK and achieve outstanding results for our teaching and research and have been awarded Gold in the prestigious Teaching Excellence Framework (TEF) 2023 – making it one of the top universities in the country recognised for its outstanding student experience and student outcomes.
Financially strong and seriously ambitious we offer our employees an inclusive culture that centres itself around staff wellbeing, where you can be confident you will receive all the help and encouragement you need to build a rewarding career with lots of opportunities to enhance your skills.
Our External Relations team is responsible for promoting and raising awareness of our University’s brand in the UK and overseas. From creating all messaging and content for external campaigns and our website, to social media, and managing events – ours is a highly complex and expert marketing, PR and Internal Comms environment, key to making the University shine.
You will manage enquiries across multiple inbound channels and support student recruitment with a suite of outbound activities to enable the University to meet its student recruitment targets, delivering an excellent customer experience throughout the student journey.
You will need to plan and prioritise tasks and manage high and unpredictable volumes during peak periods, to meet KPIs such as turnaround times, and ensure compliance requirements are met. You will need to be confident working across various digital systems/technologies to process enquiries.
In this role, you will be expected to support key University operational activities such as Clearing and confirmation, open days, outreach events, and enrolment. You will also be expected to undertake occasional evening and weekend work at specific times of the year, particularly in August and September.
Anticipated interview date: 4th March 2025
We are seeking a motivated individual with customer service experience and the ability to empathise with prospective students. Strong communication skills, a commitment to continuous improvement, and a drive for excellence are essential.
You should be a team player, adept at managing enquiries, escalating when needed, and meeting response times. Excellent organisational skills are required to handle high volumes during peak periods and ensure compliance.
Confidence in using digital systems, a willingness to learn, and the ability to share accurate course information are key. You will also be keen to support university events like Clearing, open days, and enrolments.
Responsibilities
* Handle incoming enquiries across multiple channels including but not limited to online chat, email, telephone and social media.
* Assess enquiries to effectively nurture and provide up to date and accurate information and guidance to allow prospective students to make an informed decision about studying at the University.
* Deliver an excellent level of customer service in line with service level agreements.
* Ensure a smooth transition for prospects from the Student Recruitment Enquiries Team into the Admissions Enquiries Team.
* Maintain accurate and up to date customer records within the University’s Customer Relationship Management (CRM) system (Dynamics).
* Attend and provide support at key University operational activities such as Clearing and confirmation, open days, outreach events, and enrolment.
* Provide information, advice and guidance on entry qualifications, available entry routes and the process of admission to university.
* Act in a responsible, professional manner and comply with General Data Protection Regulations (GDPR) and data security legislation/policy.
* Attend all training and development opportunities as required to ensure relevancy of practice and compliance.
Qualifications
* Level 3 qualifications such as A-Levels, BTEC Extended Diploma or equivalent qualification, with GCSE Maths and English at Grade 4/C or equivalent or comparable knowledge and transferable skills gained through professional experience.
Experience
* Experience in a customer service role, delivering excellent customer service.
* Demonstrable experience of successfully managing competing priorities within a resource-limited environment.
* Experience of working collaboratively across boundaries to achieve common goals.
* Experience of solving problems effectively and efficiently.
* Experience of using Microsoft Tools (MS Office, Word, Excel, Outlook, Teams).
Skills, knowledge & abilities
* Excellent written and verbal communication skills.
* Excellent attention to detail.
* Strong customer and service focus.
* Ability to adapt and be flexible.
Business requirements
* Willing and able to work outside of normal hours during peak periods in the year, particularly in August and September.
* Willingness to work flexibly including, when required, during evenings and weekends.
For further information and informal enquiries regarding the role, please contact Elisha Martin, Clearing and Conversion Officer via emartin2@derby.ac.uk or Claire Robson, Enquiries and Clearing Operations Manager via c.robson@derby.ac.uk.
The University is unable to sponsor the employment of international workers under the Skilled Worker route for this role; however, applications are welcome from candidates who are able to demonstrate an alternative right to work in the UK.
The University of Derby is committed to promoting equity, diversity and inclusion, regardless of age, disability, trans status, marriage and civil partnership, pregnancy and maternity, race, religion or belief (or none), sex and sexual orientation.
At the University of Derby, we are passionate about embedding sustainability into everything that we do.
You can apply by submitting an online application. Please ensure you provide an email address that you access regularly as this will be our main means of contacting you regarding your application.
The University reserves the right to close this vacancy early if we receive a high volume of applications.
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