Details
1080236
Middlesex University
24/06/2024
Other - See Job
35 hours per week, increasing substantially during the week of A level publication, which is 15th August 204 – 20th August 2024 with overtime pay included
Smart Casual
Pay
£13.15
£1.59
Description
Role
To act as the first point of contact for applicants hoping to secure a place at Middlesex University during the late summer and Clearing period. You will be expected to offer excellent customer service and professionalism to a variety of applicants via digital mediums such as telephone and live-chat. This role largely consists of making decisions on straight forward applications and following applications through the process to acceptance, providing support in a multitude of ways from advice to recommendations where appropriate. This role is to be performed physically on campus where possible.
Duties and responsibilities
- Process Clearing applications received over telephone, live-chat and via online submissions
- Input and update applicant data into relevant CRM systems in full detail with accuracy
- Comply with the agreed entry criteria and decision-making guidance to determine an applicants’ suitability for the programme and where appropriate, offer alternatives
- Provide advice to applicants through all stages of the Clearing process, including advice to applicants on suitable programmes based on their academic profile
- Provide excellent and caring customer service and pastoral care to callers when necessary
- Provide feedback to Clearing Supervisors on the types of queries that are being received and information on competitors that is being provided by Clearing applicants
- Raise questions as they arise and ensure that answers are sought from the relevant staff members
- Perform marketing functions to assist with the conversion of applicants into enrolled students
- Assist with the processing of incoming Clearing post and the resulting tasks, such as updating applicant records and chasing incomplete applications
- Respond to emails from applicants, academics and professional services staff in a professional, accurate and timely manner
- Carry out any other duties appropriate to the post as required by Clearing Supervisor or other staff
Skills and experience
EXPERIENCE:
Essential:
- Experience of working in a team
- Experience of work in customer care and meeting service standards
- Experience of the UCAS application process either as an applicant or advisor
Desirable:
- Experience of work requiring close attention to detail, especially with data entry
- Experience of working remotely as required and maintaining contact regularly with line managers and relevant staff
KNOWLEDGE:
Essential:
- Detailed knowledge of the UK school system
- A broad understanding of UK qualifications
- A broad understanding of the University’s academic provision and student experience
Desirable:
- A broad knowledge of additional qualifications suitable for university entry
SKILLS:
Essential:
- Excellent verbal and written communication skills via face to face, telephone and live- chat services
- A high degree of accuracy and attention to detail
- High level data entry skills
- Ability to communicate with stakeholders at all levels, such as applicants, advisors, parents, senior colleagues and academic staff
- A professional outlook and the ability to work effectively and co-operatively under pressure
- Excellent team working skills
- Ability to absorb new information quickly and to follow instructions
- High level of self-motivation
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Location
On Campus/HendonAdditional information
The need for flexibility is paramount and to be available to work for the whole duration of the contract without the need for substantive annual leave. Weekend working will be expected on occasions; however not too often. Given the fast past changing nature of the Clearing period the duties of the role of the post-holder may be changed following consultation, however not drastically.
Application Deadline: 30th May 2024
Interview Date: Week Commencing 10th June 2024
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