Job Description
The University of Northampton is looking for an Enquiries assistant to support the existing team on a temporary basis.
The purpose of the role is to build awareness and positive perceptions of the University’s brand and increase student recruitment through the delivery of:
- Expert customer support and signposting online, face to face, by phone and email
- Production of student recruitment-focused content both online and print
- Expert advice provided to enquirers ranging from course information through to admissions processes
Duties and responsibilities
To work in a customer-focused and professional way with all internal and external stakeholders on behalf of Marketing and International Relations (MIR), providing assistance and guidance to colleagues and external partners/stakeholders.
Maintain accurate and comprehensive knowledge regarding accessing higher education this will include receiving, interpreting, learning, understanding and distributing new information.
Maintain accurate and comprehensive knowledge regarding the products and services offered by the University of Northampton.
Receive, prioritise and fulfil enquiries to meet team KPIs and ensure a high level of customer service is delivered at all times.
Good knowledge and understanding of a variety of media services is essential including social media, email, phone, face to face and online chat providers.
Undertake, manage and monitor targeted outbound telecampaigns to enquirers and alumni, adapt scripts as necessary to positively impact student recruitment and provide a full report on actions taken.
Ability to quickly assimilate and analyse detailed information, provide appropriate response and signposting where appropriate
.
Operate, input and maintain an accurate database of customer enquiries on the CRM system (MS Dynamics and Hobsons) ensuring all information is accurate, up to date and stored securely in line with Data Protection legislation.
To receive all enquiries from customer and resolve within agreed timescales, but if unable to assist forward to other departments as necessary and ensure that the enquirer receives a timely response by tracking progress of the enquiry. Also ensure that the enquirer is updated on progress.
Work adaptably and flexibly in meeting changing needs and priorities.
To maintain and uphold brand guidelines in all marketing activity.
In conjunction with colleagues advise and provide content for Social Media activity as and when required.
In conjunction with colleagues ensure that marketing materials, social media content and responses to enquiries comply with advertising standards, accessibility legislation, data protection, freedom of information, disability discrimination and any other relevant guidelines, policies and legislation.
Informally supervise student ambassadors, or agency staff on occasion in support of relevant projects.
Deliver own work and work of any informal project team to established quality standards.
The post holder will be expected to undertake other responsibilities and tasks as reasonably requested by the Assistant Director of Social Media, Digital Content & Engagement.
The post holder will be responsible and accountable for ensuring all employment legislative requirements are adhered to including equality and diversity and health and safety issues.
Skills and experience
Good knowledge and understanding of a variety of media services is essential including social media, email, phone, face to face and online chat providers.
Ability to quickly assimilate and analyse detailed information, provide appropriate response and signposting where appropriate.
Work adaptably and flexibly in meeting changing needs and priorities.
Location
The University Of Northampton
Waterside Campus
Job Type: Full-time
Salary: £11.51 per hour
Benefits:
Schedule:
Ability to commute/relocate:
- Northampton: reliably commute or plan to relocate before starting work (required)
Work Location: In person