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Job Purpose
You will lead a team of Admissions officers with responsibility for managing admissions processes from application to enrolment for specified programmes or applicant cohorts, ensuring fairness, consistency, and transparency. You will develop processes aligned with a leading applicant experience and prioritize excellent customer service. Admissions manages interactions with approximately 100,000 applicants annually across UG, PGT, PGR, and collaborations. You will line manage team members to ensure accurate execution of application assessments, selection, decision-making, and recording processes related to offers, confirmations, and CAS issuance, in line with institutional policies and legislative requirements. You will also develop your team through core training programs and build relationships with key stakeholders in the Academic Schools, ensuring they are informed of progress and developments.
Main Duties and Responsibilities
1. Line manage a team of Admissions Officers in a high-volume, high-pressure environment, overseeing workload, training, development, and HR processes.
2. Ensure team members have access to tools and documented processes aligned with Admissions requirements, legislative compliance, and customer service standards.
3. Deliver training and oversee processes related to the applicant journey, including assessment, selection, decision recording, confirmation, CAS issuance, and verification.
4. Support the Enquiry Team Lead in responding to applicant inquiries, feedback, and complaints promptly, utilizing automation where appropriate.
5. Create and maintain operational reporting tools to monitor process efficiency and keep stakeholders informed.
6. Implement and report on KPIs and SLAs for decision turnaround times, especially for uncapped programmes and cohorts.
7. Design and develop selection and review processes to meet cohort and program targets and caps.
8. Lead operational processes critical to recruitment, including UKVI compliance and fee status assessment.
9. Support the management of technical tools and systems for Admissions, including setup and communication automation.
10. Assist in maintaining turnaround times during high volume periods and support system enhancements and training for new processes or products.
11. Develop and manage relationships with internal stakeholders in Schools and Colleges, ensuring they are informed of progress and developments.
12. Handle additional activities or projects as directed by the Heads of Admissions, including engagement activities like Open Days or Clearing.
Knowledge, Qualifications, Skills, and Experience
Knowledge/Qualifications
* Ability to demonstrate relevant competencies or equivalent qualifications (e.g., SVQ 4, HND) and experience in a similar role.
* Knowledge of pre-HE and HE qualification frameworks across key markets: UK, EU, China, South Asia, Southeast Asia, North America.
* Understanding of legislation and compliance governing Admissions practices and policies.
* Detailed knowledge of the HE sector and legislative parameters affecting HE Admissions.
Skills
* Ability to work independently and as part of a team, with effective planning and prioritization skills.
* Research skills for evaluating academic qualifications using UK NARIC, university guidelines, and evidence.
* Resource management skills to meet KPIs and turnaround times.
* Clear communication skills, both oral and written, for effective reporting and customer service.
* Presentation skills for conveying complex data to stakeholders.
* Excellent IT skills, including Outlook, Excel, Word, Access, and bespoke databases.
* Strong interpersonal skills for handling complaints and data requests.
* Adaptability to changing admissions landscapes.
* Logical problem-solving abilities and effective stakeholder communication.
Experience
* Managing or supervising teams in high-pressure, high-volume environments.
* Designing and delivering bespoke training covering all aspects of Admissions processes and compliance.
* Liaising with university professionals across departments.
* Experience in a HE setting with high-volume processing and deadlines, preferably at a university.
Desirable
* Management skills including staff wellbeing, recruitment, and performance management.
* Experience managing systems and processes in high-volume Admissions settings.
* Specific experience with tools like Oracle Campus Solutions, Apex, and advanced Excel.
Terms and Conditions
Salary: Grade 6, £32,332 - £36,024 per annum. Full-time (35 hours/week), open-ended. Relocation assistance available. The University promotes an inclusive community valuing ambition, excellence, integrity, and curiosity. Eligibility to work in the UK is required, and visa requirements must be met for sponsored employees. Benefits include a welcoming culture, development opportunities, and flexible working.
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