Enrolment Advisor (Online Programmes) – Grade 5, £26,707 - £31,236 per annum. Full‑time, 35 hours per week, open‑ended.
Rewards and Benefits
28 days annual leave plus 9 bank holidays (and Christmas Eve when it falls on a weekday). Use our total rewards calculator: https://www.hw.ac.uk/about/work/total-rewards-calculator.htm
Purpose of Role
The Enrolment Advisor (Online Programmes) will play a key role in an ambitious and growing Heriot‑Watt Online Recruitment team. The Enrolment Advisor will be responsible for attracting, converting, and re‑engaging students on our online postgraduate programmes.
The successful candidate will be dedicated to providing excellent customer service to prospective students, supporting and encouraging prospects onto the correct programme of study to meet their personal and career goals.
Playing an instrumental role in the prospect journey, the Enrolment Advisor will be target‑driven with an extensive knowledge of the Heriot‑Watt online portfolio. The successful candidate will have excellent interpersonal skills and be able to confidently communicate with prospects, academics and other internal stakeholders. A natural ability to build and nurture positive relationships is essential.
Key Duties and Responsibilities
You will be part of a dynamic team dedicated to providing excellent customer and user experience for students.
Main Duties Include, But Are Not Limited To
* Act as the first point of contact for potential students, providing information and advice about our online postgraduate programmes.
* Manage a high volume of inquiries from prospective students through multiple channels, including email, phone, and live chat.
* Build rapport with potential students and engage with them to understand their needs and goals, providing personalised guidance and support to help them make an informed decision about their study options.
* Recruit and enrol prospective students into programmes of study beneficial to the students’ career objectives and academic needs utilising sales and marketing techniques.
* Support a wide range of activities related to prospect conversion and engagement, including webinars, 1:2:1 calls, information sessions, social media and student group meetings.
* Utilise creative problem‑solving skills to overcome any obstacles while guiding potential students through our course enrolment process.
* Nurture prospects to follow up with their intent to enrol.
* Collaborate with a range of stakeholders and teams to ensure a smooth and efficient enrolment process for students.
* Develop and maintain an excellent knowledge of our online postgraduate programmes, enrolment process, requirements, and content, staying up to date on changes and updates to courses, regulations, and any other relevant information.
* Meet or exceed enrolment targets and KPIs set for online programmes.
* Maintain excellent customer service and a positive working attitude, collaborating with various teams and stakeholders to ensure a seamless enrolment process for students.
* Work with a diverse range of prospective students from all over the world.
* Build an understanding of the sales cycles and level of intent and quality of prospects to feed into wider recruitment strategies.
* Be able to clearly demonstrate Heriot‑Watt’s value add and differentiation in the market, highlighting the University’s USPs and programme benefits.
* Host information sessions and webinars with academics and other professional services staff to provide in‑depth programme information to prospective students.
* Introduce new students to their personal Student Success Advisor and ensure a smooth hand‑over, onboarding and feedback process.
* Re‑engage current students or inactive students to ensure repeat/ongoing course purchases.
Data Management and Systems
* Use CRM systems to manage the prospective student pipeline.
* Meet pre‑defined monthly conversion targets.
* Contribute to and support HTML template production, direct mail, web chat, webinars, social media, face‑to‑face meetings and bulk SMS messaging to deliver successful multi‑channel marketing strategies.
* Ensure attention to detail to ensure accurate persona building for future segmentation and conversion activity.
* Track and improve touchpoints to sale.
Reporting
* Review and maintain a repository of frequently asked questions, ensuring that these are always up to date.
* Provide weekly and monthly updates on prospect conversion activity and progress to targets.
* Recognise patterns in customer behaviour to constantly improve and reshape our offering to meet market and student needs.
Other
* Problem‑solve when faced with critical situations, determining when escalation is required.
* Represent the student in internal meetings.
* Work alongside the marketing, recruitment and admissions team to support growth.
* Undertake any other duties as may reasonably be required by the Online Team, and support on ad‑hoc projects as and when required.
* Deal with matters with tact and discretion, maintaining confidentiality where required.
Person Specification
These are the criteria on which the short‑listing and recruitment selection will be made.
Essential
* Educated to a degree level.
* Excellent literacy and numeracy skills.
* Experience in a marketing, student recruitment, sales or a customer service role.
* Competent in the use of relevant IT packages including Microsoft Excel, Word and Outlook.
* Excellent interpersonal and communication skills.
* Demonstrable professional and proactive approach.
* Evidence of excellent attention to detail.
* Appreciation of working with confidential information.
* Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment.
* Demonstrable experience providing excellent customer service.
* A goal‑orientated approach to work.
* The ability to handle multiple priorities.
* Ability to work effectively both independently and as part of a team.
Desirable
* Experience working in online education, higher education or education technology.
* Understanding and knowledge of international education markets.
* Demonstrable experience working with diverse and international colleagues and audiences.
* Experience of working with databases i.e., Student Records, CRM systems and email tools.
* Demonstrable experience working in a metrics‑driven environment.
* Experience of enquiry management systems.
Equality, Diversity and Inclusion
Heriot‑Watt University is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all.
Heriot‑Watt University values diversity across our community and welcomes applications from all sectors of society, particularly from underrepresented groups.
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