Enquiries and Call Centre Assistant

2 weeks ago

Campbell, United States University of Derby Full time

About the role

Our Enquiries and Call Centre Assistants manage enquiries across multiple inbound channels, and support student recruitment with a suite of outbound activities to enable the University to meet its student recruitment targets, delivering an excellent customer experience throughout the student journey.

This is an office based role on-site at our Kedleston Road campus working Monday to Friday 9am-5pm, with occasional evening and weekend work throughout the year. 

About You

We are seeking a motivated individual with customer service experience and the ability to empathise with prospective students. Strong communication skills, a commitment to continuous improvement, and a drive for excellence are essential.

You should be a team player, adept at managing inquiries, escalating when needed, and meeting response times. Excellent organisational skills are required to handle high volumes during peak periods and ensure compliance.

Confidence in using digital systems, a willingness to learn, and the ability to share accurate course information are key. You will also be keen to support university events like Clearing, open days, and enrolments.

If you're passionate about education and customer service, we want to hear from you

Principal accountabilities Handle incoming enquiries across multiple channels including but not limited to online chat, email, telephone and social media, as well as additional new arising channels for example forums as required. Assess enquiries to effectively nurture and provide up to date and accurate information and guidance to allow prospective students to make an informed decision about studying at the University. Deliver an excellent level of customer service in line with service level agreements. To escalate complaint or concerns to line manager as required. Ensure a smooth transition for prospects from the Student Recruitment Enquiries Team into the Admissions Enquiries Team. Maintain accurate and up to date customer records within the University’s Customer Relationship Management (CRM) system (Dynamics) to enable high quality reporting to support departmental planning and decision making to strengthen student recruitment and conversion. Dealing with all enquiries in a professional, efficient, sensitive, and courteous manner whether they are in person, by telephone or by email. Attend and provide support at key University operational activities such as Clearing and confirmation, open days, outreach events, and enrolment. Providing advice on all aspects of the student journey, the University’s offering and admissions process, including signposting of specialist services within the University. Ensure clear, effective and timely communication as appropriate to internal and external stakeholders. Maintain accurate records to enable evidence-based challenge and support. Using initiative to resolve problems and queries relevant to responsibilities and knowing when to escalate and how. Using available audits and monitoring processes, ensure quality assurance of own work and effective prioritisation to avoid creating bottlenecks and delays. Use initiative to resolve problems and queries relevant to responsibilities. Act in a responsible, professional manner and comply with General Data Protection Regulations (GDPR) and data security legislation/policy. In doing so, ensure data is extracted, shared, handled, and stored appropriately and removed responsibly in accordance with the University’s retention policy. Attend all training and development opportunities as required to ensure relevancy of practice and compliance. Provide information, advice and guidance on entry qualifications, available entry routes and the process of admission to university. Adopt the University’s Core Values and Underpinning Behaviours. Person specification

Essential Criteria

Qualifications

Level 3 qualifications such as A-Levels, BTEC Extended Diploma or equivalent qualification, with GCSE Maths and English at Grade 4/C or equivalent or comparable knowledge and transferable skills gained through professional experience

Experience

Experience in a customer service role, delivering excellent customer service Demonstrable experience of successfully managing competing priorities within a resource-limited environment Demonstrable experience of working collaboratively across boundaries to achieve common goals Experience of building and maintaining strong working relationships Experience of dealing with a wide range of customers by telephone, email and face-to-face Experience of solving problems, effectively and efficiently Experience of working in a busy office environment Experience of using Microsoft Tools (MS Office, Word, Excel, Outlook, Teams and contact databases Experience of liaising with individuals and organisations on a wide range of levels

Skills, knowledge & abilities

Excellent written and verbal communication skills Excellent attention to detail Expert knowledge in the admissions process and wider student journey Excellent interpersonal skills including the ability to demonstrate tact and diplomacy in dealing with a wide range of stakeholders Ability to multitask Successfully managing conflicting priorities Strong customer and service focus Good judgement of situations and people and the ability to respond appropriately, professionally and commendably Ability to adapt and be flexible Ability to work through service pressures methodically and calmly

Business requirements

Willing and able to work outside of normal hours during peak periods in the year, particularly in August and September. Willingness to work flexibly including, when required, during evenings and weekends and/or at other sites. Prior notice will be given for evening and weekend work

Desirable Criteria

Qualifications

Relevant professional body membership

Experience

Experience using CRM Dynamics or similar system Demonstrable management experience in a busy service environment Experience of working in an admissions/recruitment team Experience of working in the Higher Education sector Understanding of a post-16 vocational institution

Skills, knowledge & abilities

Excellent ability to balance multiple priorities, planning and managing own workload Excellent digital literacy and ability to confidently use a range of tools such as Microsoft Office Suite, CRM systems Ability to understand and apply regulations such as GDPR Benefits Generous annual leave entitlement of 38 days inclusive of bank holidays and concessionary days (pro rata) Local Government Pension Scheme Suite of holistic wellbeing benefits and support including family-friendly policies, generous sick pay provision and comprehensive Employee Assistance Programme Access to a variety of staff discounts at high street retailers Discounted onsite gym Discounted access to Devonshire Spa Cycle to Work scheme A flexible working environment A commitment to personal and professional development

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