Job Number
BU03986
School/Department
International Education Centre
Grade
4
Contract Duration
2 years
Responsible to
International Marketing and Conversion Officer
Purpose of the Job
The purpose of this role is to support a range of activities and initiatives to meet student recruitment targets in line with the University’s Student Recruitment Strategy. Working within a busy international student recruitment, marketing and conversion environment, to assist in the coordination and delivery of first-class customer service to support the international student journey.
Main Duties and Responsibilities
1. Respond to enquiries from prospective students, applicants, parents, advisors, and other stakeholders via email, phone, live chat, digital engagement platforms, and in person.
2. Record and track enquiries within the enquiry management system, ensuring records are accurate and up to date. Triage and respond to enquiries appropriately, escalating complex or specialist queries to the relevant colleagues or teams to ensure accurate and timely resolution.
3. To assist the International Marketing & Conversion Officer in producing high quality and inspirational written communications for a range of international student audiences which adhere to University brand guidelines and in line with the international conversion communications plan.
4. To assist the International Marketing & Conversion Officer in setting up, promoting and running online (and in person where appropriate) conversion events which support the wider international recruitment strategy.
5. To liaise with International Recruitment and wider academic and professional service colleagues to maintain positive relationships and engagement with conversion and recruitment activity.
6. When needed assist with the setting up and running of call centre activities and liaising with student ambassadors to call offer holders to aid conversion.
7. Assist with ongoing website updates and implement web changes in line with business needs.
8. Book and manage staff travel in line with company policies and schedules.
9. To assist with the running and administration of international social media groups as appropriate.
10. Coordinate freight services and oversee the timely dispatch of materials to overseas teams when needed.
11. Other general duties, such as taking part in Open Days, Recruitment Events, HE Fairs etc, as deemed necessary.
12. Maintain confidentiality and comply with data protection (GDPR) when handling personal data.
13. This is not a comprehensive list of duties and the person appointed will be expected to take on other responsibilities and duties as required by their line manager.
Other Duties and Responsibilities
14. The post holder will be expected to participate in performance review and developmental activities.
15. The post holder will be expected to comply with the University's equal opportunities policies, Dignity at Work and Study Policy and the University’s Welsh Language Scheme.
16. The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for themselves and for other members of staff, students and visitors affected by their actions or inactions. The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.
17. The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their post.
Person Specification
Qualifications/Training
Essential
18. Minimum of 5 GCSEs at grades A* - C (incl. English, Welsh and Maths) or NVQ level 2 in a relevant subject area.
Desirable
19. NVQ level 3 in a relevant subject area
20. ECDL Certificate
Experience/Knowledge/Skills
Essential
21. Experience in a busy customer service or administrative roles.
22. Knowledge and understanding of good customer service principles.
23. Strong communication skills in English (written and oral), with ability to deliver information clearly and professionally and a keen eye for detail.
24. Good organisational and time-management skills.
25. Attention to detail and accuracy in handling information.
26. Strong IT skills, including use of email, databases, Microsoft Office and customer service/enquiry management systems.
27. Knowledge of GDPR/data protection and compliance and understanding of confidentiality and data handling.
28. Friendly, approachable, with a customer-first mindset.
29. Confident, professional, and friendly manner, representing the University positively as the first point of contact and embodying its values as the face of the institution.
30. Ability to remain calm under pressure and deal with high enquiry volumes.
31. Able and flexible enough to work the hours required, which will include evening and weekend work.
Desirable
32. Experience of working in higher education or another student-facing role.
33. Familiarity with enquiry management and call management systems or CRM software.
34. The ability to communicate in Welsh is desirable for this post. If applicants are not able to speak / write in Welsh at present, there are many opportunities to learn if the successful candidate wishes to do so.
General
We are a member of Advance HE's Athena SWAN Gender Equality charter and hold a Silver award in recognition of our commitment to and progress towards gender equality within the University's policies, practices, and culture. We are proud to be a Disability Confident employer.
All members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact.
All offers are made subject to proof of eligibility to work in the UK and receipt of satisfactory references.