Job Summary
Robert Gordon University (RGU) – Aberdeen’s university of choice for thousands of staff and students - has a well-established reputation as an innovative and modern workplace, with multiple awards and recognition of our courses and Schools.
Join our busy Admissions Team and play an important role providing a positive service experience to our prospective students from all over the world as well as administrative support to the team.
We support our applicants from first point of contact until they enrol on their chosen course, so a good telephone manner and a commitment to delivering a high quality service are essential. You'll need excellent written communication skills, attention to detail, strong organisational skills and be proficient in the use of standard software packages.
Educated to Scottish Higher level or equivalent, we are looking for evidence that you have worked in a customer focussed environment where the emphasis is on providing clear and accurate information and guidance by email, phone and face to face. You'll back this up with strong administration skills, good working knowledge of databases and spreadsheets and accurate data input skills.
This post would suit someone who is looking to gain experience working within an office environment and who would enjoy helping people achieve their academic goals.
In keeping with RGU's commitment to work/life balance you will have the opportunity to work from home for a portion of the working week and also benefit from a generous pension scheme, 46 days annual leave (including statutory days) an onsite nursery and sports centre, as well as a range of voluntary health and travel benefits.
To apply please submit your CV along with a cover letter detailing your suitability for the role against the requirements set out in the person specification.
Job Description
RESPONSIBLE TO: Admissions Manager
RESPONSIBLE FOR: No supervisory responsibility
PURPOSE OF POST: To give advice and guidance to our enquirers and applicants wishing to study at Robert Gordon University and provide important administrative support to the team by ensuring admissions related tasks are done accurately and in a timely manner.
PRINCIPAL DUTIES:
1. Assist with overview and management of Admissions related social media interactions such as Facebook queries and UniBuddy.
2. Schedule and invite applicants to interviews/selection visits in liaison with the Admissions Officers, Academics and School Administrators.
3. Process decisions, generate and issue correspondence associated with offers made to applicants.
4. Process or apply offer decisions in relation to partnership/TNE/affiliate applications/Graduate Apprenticeship/CPD applications and agreements.
5. Review and process applicant documents submitted to meet conditions of offer.
6. Assist with the development and onward maintenance of communication systems such as AI Chatbot and CRM systems.
7. Provide day-to-day guidance to the Enquiry Management Team around planning and organising tasks and priorities.
8. Assist with the training of Enquiries Assistants/colleagues.
9. Provide system support in connection to system login or password issues/general troubleshooting in relation to systems.
10. Assist Admissions Officers in ensuring online course information sources are updated regularly to reflect the current entry requirements and course portfolio.
11. Answer application and course inquiries made via the Enquirer Management System, phone, email, post and in person.
12. Enter application details and upload supporting documents into the university's application and review system to ensure applications are complete and can be considered for admission.
13. Assist with the administrative tasks related to the admission of our students in areas such as scholarships, deposit payments and refunds.
14. Verify and upload English language test results.
15. Encourage applicants to submit missing documents to ensure application complete to enable review via phone and email.
16. Support the team during the period of enrolment by assisting students through the process.
17. Clearing – assisting with the assessment of qualifications and offer making support to applicants through this process.
18. Co-ordinate and distribute mail received by the department on a daily basis.
19. Creation and management of the Admissions Daily Report. This report is a collation of operational data such as application numbers, into a single report to share with the wider team.
20. Assist with events such as Discovery Days, Clearing and Open Days.
21. Other general office duties as relevant to the post.
Person Specification
ESSENTIAL REQUIREMENTS
Qualifications and Professional Memberships
Educated to Scottish Higher level or equivalent.
Knowledge and skills
Proven commitment to customer service
Knowledge of working with databases and web-based systems.
Confident in using Microsoft Office e.g. Word, Excel and Outlook.
Ability to prioritise and manage workload on a daily basis.
Attention to detail.
Experience
Administration experience.
Proven commitment to customer service.
Responding to customer requests by telephone and email.
DESIRABLE REQUIREMENTS
Knowledge
Basic working knowledge of Higher Education practices
Experience
Experience of working in a university environment in an administrative role.
Experience of working in the education sector
Behaviours
Behaviour 1: Communication - Ability to receive, understand and convey both straightforward information, and information requiring careful explanation, in a clear and accurate manner
Behaviour 2: Liaison and Networking - Experience of circulating information in an accurate and timely manner, working across team boundaries to build and strengthen working relationships and leading and developing internal networks to pursue a shared interest
Behaviour 3: Initiative and Problem Solving - Experience of using initiative and creativity to resolve problems, identifying practical and suitable solutions
Behaviour 4: Team Development - Experience of providing advice or guidance to new starts delivering training or instruction to others on specific tasks or activities