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| Heriot Watt University |
Prospect Engagement & Enquiry Officer Job at Heriot Watt University | Dubai
heriot-watt university jobs | heriot-watt university dubai
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Based in the Prospect Experience Team of our Dubai campus you will work as part of the team that provides an exceptional level of customer service to all prospective students and applicants to the University guiding them from first point of contact through to enrolment. You will be the first point of contact for phone calls and emails and respond to these within agreed response times ensuring the needs of the enquirer are met and making full use of enquiry management and CRM systems in place. Bringing together your passion for education and customer care, you will have exceptional interpersonal skills, attention to detail and be a self-starter who can support prospective students while they embark on their journey with Heriot Watt.
Key duties and responsibilities
- Provide an exceptional applicant experience at all times and the delivery of a customer-focused service and experience to optimise recruitment and conversion objectives,
- Operating across various communication channels: phone, e-mail, face-to-face at on-campus and external events, but equally providing customer service via in-bound social media channels, incl. participating in Live Chats with prospects and applicants and other virtual events as when organised by the University,
- Ensure that responses exceed the enquirers needs and are sent in a timely fashion and to agreed turnaround times, provide information, relevant and personalised advice to each prospective student,
- Provide support and guidance to colleagues on a wide range of enquiries relating to admissions,
- Review and maintain a repository of frequently asked questions, ensuring that these are always up to date,
- Proactively communicate with prospects and applicants with follow up emails and calls
- Use the University’s student record system and CRM system to view and record applicant information and queries,
- Contribute to lead scoring and customer profiling to enable segmentation of the CRM database and effectively targeted recruitment and conversion activity,
- Support optimisation of lead capture as part of the enquiries process and in line with feedback from prospective students,
- Follow and ensure compliance with quality assurance standards, Heriot Watt policies and procedures, and recognised best practice,
- Support a large programme of internal and external recruitment events including open days, offer holder events and recruitment fairs, both at the campus, in-schools and at external recruitment fairs,
- Identify patterns of enquiry and raise issues with Head of Prospect Experience,
- Liaise with Marketing and Recruitment colleagues to ensure that information provided is up to date and key messages are being relayed at the appropriate time,
- Support the Marketing Insight and Analysis function in conducting mystery shopping and other intelligence gathering from competitor and exemplar institutions and in conducting primary research with prospective students and key influencers,
- Provide support to the wider team during key admissions periods, i.e. during in-school educational fairs, advice and tutoring days,
- Contribute to and support call scripting, HTML template production, direct mail, web chat, webinars, social media, face-to-face meetings and bulk SMS messaging to deliver a successful multi-channel marketing strategy,
- Liaise with colleagues in marketing and student recruitment, admissions, web team, schools and services to support a communications strategy to connect with prospective students,
- Support a culture of university-wide customer service and enquiry management and input into continuous service enhancements,
- To undertake any other duties as may reasonably be required by the Head of Prospect Experience.
You will be part of the team providing a high-quality front-line service to all enquirers to the University. Your main duties will be to respond to enquirers by phone or email, dealing with day to day queries at events and providing support for prospective students throughout their journey to Heriot Watt. You will be also supporting colleagues within Prospect Experience, Student Recruitment and Marketing team particularly those involved in admissions, resolving problems and issues and signposting or escalating issues to colleagues as necessary. You will be working to pre-established turnaround times and ensuring exceptional levels of customer service are maintained at all times.
Education, qualifications and experience Essential
1. Excellent literacy and numeracy skills or similar or equivalent experience,
2. Experience of working within a similar environment as outlined above, specifically with a focus on multi-channel customer experience,
3. Competent in the use of relevant IT packages including Microsoft Excel, Word and Outlook
4. Well-developed interpersonal skills,
5. Demonstrable professional and proactive approach,
6. Evidence of excellent attention to detail,
7. Appreciation of working with confidential information,
8. Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment,
9. Demonstrable provision of excellent customer service.
Desirable
1. Educated to a degree level,
2. Experience of administration in a higher or secondary education environment,
3. Understanding and knowledge of UAE and international education markets and current issues,
4. Experience of working with databases i.e. Student Record or CRM systems
5. Experience of enquiry management systems. How To Apply
Applications can be submitted up to midnight (UAE time) on Sunday, 5th July 2020.
At Heriot-Watt University we understand that being diverse makes us better which is why we support a culture of respect and equal opportunity, and value diversity at the heart of what we do. We want to increase the diversity of our workplace to underpin a dynamic and creative environment.
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The appointment is conditional upon successful completion of all Labour and Immigration formalities, and the start date will need to be delayed if the employment visa is not in place.
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