POSITION DESCRIPTION

Transcription

1 POSITION DESCRIPTION POSITION TITLE: Future Student Advisor SCHOOL/OFFICE: Office of Marketing & Recruitment CLASSIFICATION LEVEL: Bond Level 4 DATE POSITION CLASSIFIED/UPDATED: February 2014 This position is first and foremost with Bond University and although this position is described as operating within a section of the University, it is a fundamental requirement of your position that the best interests of the University must be your priority at all times. PURPOSE OF THE POSITION The Office of Future Students (OFS) is primarily the first point of contact for the University as it houses the central switchboard for the University and the enquiry centre for Future Students. This position of Future Student Advisor will assist in driving recruitment for the University with a strong focus on stakeholder engagement, sales and innovation to deliver techniques to increase the conversion rate for leads to submitted applications. As an integral member of the wider recruitment team, Future Student Advisors will be required to possess strong sales skills, confidence and impact, an innate drive to achieve professionally, be adaptable, resilient and able to work under pressure. Future Students Advisors will require the following skillset: Confident handling of telephone, and social media enquiries from future students. Accurate program advice on undergraduate and postgraduate programs across Bond University s four faculties. Counselling on future student applications to ensure Bond University s admissions requirements have been met and that the appropriate program preference has been selected. Focused sales efforts by studying existing and potential volume of applications and leads to meet recruitment targets. A proactive approach to delivering outcomes. The ability to work as part of a successful team. A passion to clearly articulate the value of the Bond University brand. HOURS OF WORK Work hours will be rostered between the hours of 7.00am to 7.00pm Monday to Friday. However, due to events and other marketing, business development related activities, there may be a need to work outside of these hours.

2 REPORTING RELATIONSHIP This position reports into the Manager, Future Students, and has no direct reports. Manager, Future Students Future Student Advisor SELECTION CRITERIA: A Bachelor s degree in a relevant discipline or equivalent sales and/or marketing experience. Highly developed interpersonal and communication skills effective self-management skills including the ability to prioritise, problem solve, meet deadlines, follow through to completion of tasks. Previous experience working for a premium brand with a solid understanding the brand proposition. Strong sales skills with a proven ability to meet targets. Strong communication skills, both verbal and written. Demonstrated skills across a range of computer applications including Microsoft CRM, , social media networks and mobile applications. Highly-developed customer service skills with an innovative approach to go the extra mile. Outstanding business and analysis skills. A high level of accuracy and attention to detail. DESIRABLE CRITERIA: Understanding of national markets and high-school assessment systems. Higher education product knowledge and associated admissions procedures. Direct marketing experience within the service industry. A passion for marketing and student recruitment. Understanding of nurture marketing and student recruitment life-cycles. Desire to develop domestic and international markets in conjunction with University recruitment practice. Working knowledge of a second language would be desirable.

3 ROLES AND RESPONSIBLITIES: COMPETENCY: Demonstrated understanding of Bond University s Operations and Core Objectives RESPONSIBILITY: Understand the university s value proposition, business processes, interdepartmental dependencies,, as well as the Bond University culture, Provide premium service to future students, as well as all other internal and external stakeholders PERFORMANCE INDICATORS: Understand and adhere to all approved business processes Sales & Marketing Strong sales skills for lead conversion and delivering a premium brand strategy. Assist International Regional Managers (IRMs) and Managers, Schools and Communities (MSCs) in the delivery of regional strategies and activities where Delivery of marketing campaigns through ClickDimensions when required to support digital and direct marketing campaigns. Keep abreast of competitor activity and developing tactics that can be engaged to increase pipeline. Adherence to Bond University recruitment strategy. Successful delivery of campaigns. Customer Service Provide high quality administration support including responding to telephone and enquiries in a professional and accurate manner to ensure that a strong client focus is maintained. Build and maintain positive relationships with all internal and external stakeholders Demonstrate exceptional customer service at all times Enquiry and lead management Maintain up-to-date records for all leads and track all inbound and outbound communication within the Bond University CRM. Engage with prospective students and their families to respond to enquiries and resolve issues Proactively manage and engage with all hot leads to facilitate conversion to an application 24 hour turnaround times for response to enquiries and escalating issues as appropriate. Consistently demonstrate premium levels of service to all future students, internal and external stakeholders without receiving any negative feedback Maintain accurate CRM and Student One records Respond to all enquiries within 24 hours Utilise CRM activities to manage ongoing counselling Applications Management Manage the student application process from commencement to submission for admissions assessment. Respond to application enquiries within 24 hours Prevent applications being returned by admissions by

4 Data quality review, validation of application and pre-assessment before sending to Admissions. Liaison with applicant and/or agent if appropriate, for outstanding information or documentation. Liaising with IRMs and MSCs for counselling of applicants when Program Advice Ensure the provision of accurate advice to future students including: - academic programs - scholarships; - articulation arrangements; - University policy and practices regarding credit /exemption applications - professional accreditation requirements. Ensure that international student applications are in accordance with the requirements of their student visa. Knowledge and Technical Skills Expertly use CRM for all reporting, lead capture, contact management, follow-up processes and communication in approved business processes. Expertly use CRM to create advanced finds for conversion campaign management and the creation of marketing lists Expertly use Click Dimensions to create templates and sends. Expertly use CRM for Made Offer and Admitted Not Enrolled followup campaigns. Proficient use of Student One. Learning and Development Understanding of Quality Assurance Attend all required training sessions Identify opportunities, make recommendations and in conjunction with your team and with guidance from your Manager, implement improvements to processes, systems, and work practices. Actively participate in change management activities, including engaging constructively with your team. Staff should demonstrate an understanding of the principles of quality assurance and continuous ensuring that comprehensive data quality checks are completed in documented business processes. Contact IRM/MSC within 24 hours if further counselling of applicants is Provision of information is timely and accurate. Advice to international students is compliant with Federal Legislation and complex issues discussed and /or escalated to International Regional Managers. Use of CRM to manage conversion activities in agreed business processes Use Click Dimension to send EDM s Use Student 1 as required Successfully complete all required training Bring identified opportunities for improvement to the attention of your manager Demonstrate positive engagement with your team and manager Demonstrate behavior and outcomes consistent

5 Understanding of Cultural Sensitivity improvement as they apply at Bond University. Staff are expected to demonstrate an ongoing commitment to the Bond University Strategic Plan, University policy and to our quality assurance processes. Staff will come into contact with staff and students from a variety of cultural backgrounds. It is expected that mutual respect, cultural awareness and cultural sensitivity will form the basis of the professional working relationship. Staff are required to attend a cultural sensitivity workshop to further enhance and develop cultural awareness and cultural sensitivity skills. with the Bond University Strategic Plan Successfully complete the Cultural Sensitivity workshop Consistently demonstrate cultural sensitivity in workshop and general professional practices It is not the intent of this position description to limit the scope of this position in any way but to give an overview of this role at Bond University. You may at times be required to work at other tasks and areas as directed by the Management. Position Held by: Signed: Date: