Marketing & Social Media Assistant Job Description

Transcription

1 Marketing & Social Media Assistant Job Description

2 Marketing & Social Media Assistant Responsible to: Accountable to: Digital Design & Copy Manager Digital Design & Copy Manager Overall Purpose To build awareness and positive perceptions of the University s brand and increase student recruitment through the delivery of: xpert customer support and signposting online, face to face, by phone and Production of student recruitment-focused content both online and print xpert advice provided to enquirers ranging from course information through to admissions processes Principal 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, , 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. Build internal networks and liaise with Faculties and Departments across the University in order to ensure an effective, one-team approach to customer service experience is delivered to the business. Page 1

3 Produce demographic-appropriate content for the University s social media channels that actively drives enquiry generation and recruitment. The role holder will need to research and understand the information requirements of specific groups and design and produce content based on this analysis. Channels include but are not limited to: Blogs written by the post holder. Monitoring and responding to enquiries on Facebook and other social channels if required. Written posts and assets or photos produced by the post holder. Adhere to the University s social media guidelines to ensure consistency of message, tone, look and feel throughout the University s social media activity. Assist in the coordination of focussed social media campaigns across multiple channels including YouTube, Facebook, Twitter, Snapchat and Instagram by producing, editing and reposting content created by others and working with colleagues to ensure content reaches as wide an audience as possible (.g. marketing team) with a view to positively impacting student recruitment. Interpret, understand and contextualise information and data to highlight the effectiveness of social media activity utilising a range of tool and data sources. Produce reports on the effectiveness and actions taken. To produce content (copy, imagery, etc.) using the University brand guidelines and data. The role holder will need to be able to write original copy, and also look critically at existing content, making appropriate changes as required to improve content. 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. Generic Duties and Responsibilities The post holder will be expected to undertake other responsibilities and tasks as reasonably requested by the Digital Design & Copy Manager. 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. The job description may be altered at any time in the future in line with the level of the post to meet changing institutional requirements, but only in full consultation with the post holder. Page 2

4 Person Specification Please ensure that your application statement provides clear and specific examples to illustrate how you meet each essential criterion. Applicants that fail to do so will not be shortlisted. 1 Criteria Qualifications Please see Key below ssential / Desirable Assessment Methods ducated to degree level of equivalent, or possessing relevant demonstrable experience on Marketing to a high standard A 2 Qualification in marketing or related discipline D A Skills, Knowledge and xperience 3 xcellent communication skills with a strong customer service focus 4 5 Ability to offer clear and concise information and advice to enquirers through written and telephone communication Ability to build and maintain relationships with University staff and other stakeholders 6 Proven organisational skills 7 The role holder will need to maintain accurate and comprehensive knowledge regarding accessing higher education, in order to offer guidance to a range of audiences to regularly include receiving, interpreting, learning and distributing new information 8 As a point of initial contact, the jobholder should be confident dealing with a variety of issues and queries. They should be able to use initiative and judgement in resolving queries independently or when to refer Based on frontline customer contact, they will identify trends and problems Role holder must be confident in producing written content for both print and web /T Confident in producing content for multiple social media channels at once and manage workload accordingly /T 12 The role holder will be required to identify specific target audiences and produce engaging written and visual content to meet their needs 13 Knowledge of the effective use of social networking Page 3

5 14 15 xperience of planning and progressing work activities within general guidelines using initiative and judgement without recourse to seniors Proven track record in delivering improvements in business objectives, customer development and increase in student recruitment D Personal Qualities 16 Ability to adapt to organisational change I 17 Ability to adapt to technological advances in the workplace I 18 Flexible approach to work to ensure tasks are completed as required and ability to priorities a busy workload 19 Ability to work within a team environment Ability to initiate, plan and organise own programmes of work including working to deadlines Resourcefulness in ensuring workloads are delivered within deadlines and to agreed 22 xcellent attention to detail and accuracy standards () ssential (D) Desirable (A) Application (I) Interview (T) Test (P) Presentation Page 4

6 Terms and Conditions of mployment Job Title: Duration: Hours: Salary: Work Base: Pension: Marking & Social Media Assistant Fixed Term - Maternity Cover: 11 months Full time: 37 hours per week Grade 4: 18,777-20,989 per annum Park Campus or any of The University of Northampton premises as required ligible to join the Local Government Pension Holidays: 21 days per annum plus 5 days after 5 years continuous service plus Bank Holidays and Closed days. Notice period: 1 month Probationary period: 6 months Additional Points to Note Applicants are required to provide two referees who can give an opinion on academic and/or professional work experience. Successful applicants are required to provide any stated/required qualifications and evidence of any memberships to professional bodies. Applicants must provide evidence of their right to work in the UK in accordance with the Asylum and Immigration Act 1996 and Immigration Asylum and Nationality Act The starting salary for all new appointments and internal promotions will normally be at the minimum point of the grade Should you be shortlisted to attend an interview the University will not reimburse you for any expenses incurred. Page 5