Please complete all accessible boxes and refer to the guidance on writing Job Descriptions. Business Support and Improvement. Engagement and Quality

Transcription

1 Job Description Please complete all accessible boxes and refer to the guidance on writing Job Descriptions Position Details Faculty/Directorate School/Department Team Job Title Directorate of states, Facilities, and Capital Development Business Support and Improvement ngagement and Quality Customer Service ngagement Coordinator Grade 6 Hours of Work 35 Contract Duration (Perm/Fixed Term) Reports To (Job Title) Responsible For (Job Title) Permanent Customer Service ngagement Manager N/A Principal Accountabilities The post holder will liaise with managers across DoFCD and take responsibility for the day to day implementation of an integrated DoFCD promotion and awareness campaign to raise the profile of the departments. The post holder will provide high quality, effective and professional support and advice across DoFCD, liaising with department heads as appropriate. The post holder will be involved and support the preparation of promotional collateral and communication materials across the Directorate, including the development and management of social media channels and website; including updating and uploading content and images, and ensuring presence in University communications. Key Tasks To monitor, and provide monthly updates to the Senior Management Team around web and social media analytics, noting changes in customer behavioural trends.

2 To raise the profile of DoFCD and support the development of the departmental communication and promotion campaigns across multiple channels increasing awareness of activities, services and facilities available, working closely with the service owner. To work with the Customer Service ngagement Coordinator Digital Design and the Central Marketing Communications and Development Department to develop and promote a consistent brand. To coordinate the annual cycle of communications in accordance with University activity. To plan, monitor and measure promotional expenditure, ensuring all financial transactions are processed promptly and accurately and all proper records are kept; ensuring activity is delivered within budget and charged out to the correct departmental code as appropriate. To elicit and develop website and campaign information, in line with corporate guidelines, using the T4 Content Management System, in order to support the ngagement Strategy. To develop and create bold and exciting copy for the DoFCD newsletter, Insight, and seek out news stories across the University. To write copy, design layout via InDesign software and distribute the newsletter across the Directorate. Research and benchmarking To provide high quality administrative support for projects, programmes, events and activities including: - collecting and collating best practice benchmarking information and guidance - undertaking background research - producing reports, analyses and briefing notes - helping to organise events across the Directorate To work with service owners to coordinate research/benchmarking projects, using feedback from service users to identify needs. To evaluate quantitative and qualitative data for Services Senior Management Teams. Developing ffective Customer Service Communications To act as the primary point of contact in regards to promotion and communications, liaising with a variety of stakeholders across DoFCD and the wider university. To work with key stakeholders to improve internal and external communications across key areas and improve presence and content on Manchester Metropolitan webpages including exploiting digital media to enhance the staff and student experience. Liaise with the Central Marketing Communications and Development Department to promote DoFCD teams in University wide publications eg. International Students Handbook, Campus Food & Drink. This will include explanation of design concept; deadlines, timescales and budget; owner approval; distribution of materials. To manage the day to day use of digital channels and work with service owners to ensure their sites are accurate and monitor and analyse usage to produce reports to inform future campaigns.

3 To write and edit news and articles for DoFCD publications and ManMetLife. To work with colleagues within DoFCD, and as required Central Marketing Communications and Development Department, to identify stories for feature articles, producing copy in order to gain coverage, using various internal and external communication platforms. Support the Customer Service ngagement Manager in the development of DoFCD branding to implement a coherent visual identity in accordance to University guidelines. To evaluate and make recommendations to develop current communications across DoFCD To commission photography and film to support promotional activity and raise the profile of DoFCD across the University. Supporting the Training nvironment To support relevant DoFCD management teams in launching and communicating new training initiatives across the Directorate and wider university. To support production of training and guidance materials. To advise and guide service owners on standard information and procedures. Teamwork To network with colleagues in Central Marketing and professional support services across the University for purposes of knowledge sharing and communications expertise. To actively promote, and contribute to, the work of the ngagement and Quality Team. To advise and guide Managers on standard information and procedures. To work with other Communications coordinators in promoting and improving the work of DoFCD Departments. To participate in further training, staff meetings and departmental communication sessions which will help keep individuals informed and as such help achieve the required standards across DoFCD. Other Duties To assist the Customer Service ngagement Manager in developing new processes and initiatives. Represent departments on internal and external networks to promote and share best practice, success and innovation. To undertake ad hoc projects as and when required by the Customer Service ngagement Manager. This will normally include data gathering and basic investigations.

4 Special Features You will be required to travel to other sites within the University and work outside of normal working hours including occasional evenings and weekends. Miscellaneous You have a legal duty, so far as is reasonably practicable, to ensure that you do not endanger yourself or anyone else by your acts or omissions. In addition, you must cooperate with the University on health and safety matters and must not interfere or misuse anything provided for health, safety and welfare purposes. You are responsible for applying the University s qual Opportunities Policy in your own area of responsibility and in your general conduct. You have a responsibility to promote high levels of customer care within your own areas of work. You are expected to co-operate with the PDR process, engaging in the setting of objectives in order to assist in the monitoring of performance and the development of the individual. Such other relevant duties commensurate with the grade of the post as may be assigned by the Manager in agreement with you. Such agreement should not be unreasonably withheld. You may be required to undertake a specific Health & Safety role, commensurate with your grade, to support the University in meeting its statutory Health & Safety obligations. This could include acting as a DS Assessor, First Aider, Fire Marshall or Departmental Safety Co-ordinator. The allocation of such roles will be subject to the provision of appropriate training and assessment of competence. You may, with reasonable notice, be required to work at any of the Manchester Metropolitan University sites. You have the responsibility to engage with the University s commitment to nvironmental Sustainability in order to reduce its waste, energy consumption and carbon footprint. You have the responsibility to engage with the University s commitment to delivering value for money services that optimise the use of resources and therefore should consider this when undertaking all duties and aspects of your role. Review This is a description of the job at the time of issue. It is the University s practice periodically to review and update job descriptions to ensure that they accurately reflect the current nature of the job and requirements of the University and to incorporate reasonable changes where required, in consultation with the job holder.

5 Person Specification In order to be shortlisted you must demonstrate that you meet all the essential criteria and as many of the desirable criteria as possible. Where we have a large number of applications that meet all of the essential criteria, we will then use the desirable criteria to produce the shortlist. All disabled candidates who meet the minimum essential criteria will be included on the shortlist. Selection Criteria Attributes Item Relevant Criteria ssential/ Desirable 1.1 Proven ability to work with standard software packages including MS Office suite and CMS package (i.e T4), Photoshop and InDesign 1.2 Ability to write compelling communications and publicity materials for a variety of audiences including Social Media 1.3 xcellent organisational skills and the ability to manage a heavy and varied workload 1.4 xcellent writing and communications and interpersonal skills 1.5 Ability to work with key stakeholders to initiate, develop and deliver marketing activities to attract and maintain new and existing 1 Skills & Abilities 1.6 customer base Ability to copy write and proof read with meticulous attention to detail 1.7 Ability to work with Google Analytics and produce detailed reports 1.8 Ability to identify opportunities from a communications perspective developing relationships, networks and contacts across the sector 1.9 Ability to influence key stakeholders on effective development and utilisation of web content 1.10 xperience of writing and editing newsletters to be distributed to a wide and varied audience

6 2.1 Knowledge of communications/marketing techniques and activities 2 General & Specialist Knowledge Knowledge of corporate and professional standards in relation to communication/marketing activity Knowledge of H sector 3.1 A degree or equivalent qualification or substantial relevant experience that demonstrates high order literacy and analytical 3 ducation & Training 3.2 skills. A professional marketing/communications qualification or equivalent relevant experience 4.1 xperience of working in a multi-function marketing role. This will include experience of: managing and prioritising multiple marketing projects and demonstrating successful business outcomes; producing compelling marketing and publicity material (writing, editing and proof-reading quality copy) for a range of channels 4 Relevant xperience including social media platforms; monitoring and planning marketing expenditure. 4.2 xperience of maintaining website content to increase awareness of services impacting on outcomes 4.3 xperience of developing marketing plans 4.4 xperience of marketing in Higher ducation or a related area. D 5.1 Ability to work flexibility and work occasional evening or weekend as required 5 Special Requirements 5.2 vidence of and commitment to ongoing personal and professional development 5.3 vidence to a commitment to qual Opportunities Date of Revision March 2018