University of Sunderland Role Profile Part 1

Transcription

1 University of Sunderland Role Profile Part 1 Job Title: Reports to: Grade: Customer Relationship Management (CRM) and Helpline Assistant CRM Officer C Working Hours: 37 Faculty/Service: Marketing and Recruitment Location: Overall Job Purpose: Key Tasks and Results: Edinburgh Building, City Campus The Campaign and Conversion Team play a vital role in nurturing people through their journey to enrolment through a series of customer-focused communications, including driving people on campus to recruitment events. The role s main focus is to support this process by providing a first-class customer service experience via a range of platforms including social media, , telephone, and live chat. The role also contributes to marketing, student recruitment and conversion campaigns using CRM systems and is responsible for reporting on CRM customer trends and activity and maintaining and updating data. To be the first point of contact for enquirers, providing accurate information about the university including course fees, course information, accommodation, complaints, student finance etc. and to respond to incoming enquiries across digital channels, print, and in person when required, escalating to senior management if necessary. Liaise with the Market Insights team for New Product Development, where there are trends for people to enquire about courses that the institution does not currently run, to feed into their proposals. To operate the University s Facebook Messenger presence, providing timely and accurate responses to enquirers in keeping with the platform and keeping up-to-date with the platform s developments. To report on CRM data for Senior Management, taking complex information from the system and presenting it in an understandable, digestible way, including map visualisations, excel charts, data tables and written narrative Page 1 of 6

2 reports using the CRM s reporting and exporting features as well as Excel to gather and manipulate the data to use for interpretation. Providing training for new helpline members of staff and student ambassadors who work on a project basis within the team, to use the CRM system, live chat, telephones and s and to instil a customer service philosophy amongst colleagues. To keep abreast of developments within the University to ensure information provided is accurate and up-to-date. For example where new courses are being launched or new funding becomes available. To assist in the planning, organising and delivering of outbound call centres which contribute to the strategic objectives of the team and service, using relevant data to prioritise and pro-actively target prospective students and training student ambassadors and Marketing and Recruitment Services colleagues in customer service techniques and usage of the CRM system. Create marketing communications, receiving and interpreting a brief from internal members of staff, writing copy and selecting images to compel the audience to take action. To test, proof and send the using HTML coding to manipulate the look and feel of the communications and to liaise with the internal client about the performance of the . Undertake CRM duties such as, maintaining filters and retrieving information from large, complex datasets to ensure effective segmentation of records for specific messages and campaigns. Carrying out regular data cleansing tasks of the CRM system, assiting the CRM Database Coordinator to import, delete, amend student details all while following data legislation such as the Geneeral Data Protection Regulations (GDPR). To make offers of study to applicants during the clearing period, following a set process and guiding prospective students through an application form, using criteria to assess eligibility for offer. The postholder is required to convey a large amount of information across a variety of channels in an advisory capacity. Should this be unclear, ambiguous, or subject to miserinterpration or containing incorrect information this will have an impact on the University s reputation and the customer experience while also potentially breaking advertising regulations. Manage the planning, co-ordination and reporting of individuals tours, building and updating a spreadsheet of enquirers, liaising with programme leaders and Client Relationship Officers to deliver the most customer-focused solution to compel and convince the enquirer to choose the University, continuously improving the tours by seeking feedback and analysing conversion statistics. Proactively identify recruitment leads via helpline and CRM engagements and promote the service to enquirers and be responsible for keeping warm such leads for instance revisiting live chat conversations and communicating relevant new developments to the enquirer. Contribute to the efficient functioning of the team, department and service as directed by the Campaign and Conversion Manager. Page 2 of 6

3 Undertake any other duties deemed to be commensurate with the post that will contribute to effective and efficient service delivery. Undertake and support staff development as appropriate Represent the university when required to assist and support key recruitment events such as UCAS Fairs, Open Days and Clearing. To support the Client Relationship team by attending key recruitment events such as when key subject area knowledge is required or additional personnel will benefit the customer experience and deliver the key brand and subject selling points Special circumstances: A flexible approach is required. This post will require working additional hours (including weekends and evenings) at key periods during the year. DBS clearance may be required in order to carry out this role. Occasional regional and national travel will be required Page 3 of 6

4 University of Sunderland Role Profile Part 2 Part 2A Qualifications, Experience and Expertise: Essential Qualifications and Professional Memberships: Graduated to degree level or to at least A-level or equivalent with proven professional experience within a similar role. Experience: Proven experience of working effectively in a customer support environment with an ability to provide a high standard of customer care and advice Experience of the delivery of customer service via , telephone, online systems and face-to-face interactions. Demonstrable diplomacy skills between various levels of an organisation Familiar with using multiple business systems Experience in using and maintaining customer focused databases in a higher education, public sector or commercial environment. Experienced in the use of Microsoft Office Applications Word and Excel. Experience of working with statistical data and using it to form reports Experience of managing competing priorities and working to tight deadlines Proven experience of working within a role that requires effective planning and organisational skills, strong attention to detail and an ability to negotiate, persuade and influence. Key Knowledge and Expertise (specific): Ability to build and develop relationships with a wide range of individuals and teams. Take ownership of issues ensuring their effective resolution Knowledge of the UK higher education sector and how institutions use student data to meet institutional aims and objectives. Ability to work flexibly and think on your feet. Page 4 of 6

5 Part 2B Key Competencies: Competencies are assessed at the interview/selection testing stage Ability to pay attention to details and work under pressure to tight deadlines. Ability to work as part of a team, but also have the confidence to work independently (and plan/organise own workload). Ability to adapt a flexible approach to the demands of a dynamic environment in order to accommodate changes in priorities when required. Proven IT skills within a wide range of packages, specifically Microsoft Office, including Word, Excel, PowerPoint and Outlook. Analysis & Research Uses appropriate sources of data to answer questions Gathers data systematically Carries out analysis accurately and methodically Establishes basic facts by carrying out appropriate enquiries Produces full and accurate reports Identifies and uses a range of sources and types of data. Communication Non-routine matters are clarified Complicated matters are explained clearly Content of message is structured logically Is able to understand, use and explain technical terms commonly in use in own area of work Responds appropriately to requests for information Information and messages are conveyed accurately and promptly Summarises and interprets complex, conceptual and special matters to aidothers understanding and aimed at their needs Uses appropriate styles and arguments to influence and negotitate satisfactory outcomes. Monitors understanding of others, develops approach and takes corrective action if required. Conveys information of a complex, conceptual and specialist nature using a range of styles and media selected to meet the needs of others Planning and Organising Resources Prioritises work to achieve objectives to the standards expected Proactively works with others achieve their and the team s objectives Takes steps to reduce the waste of resources Page 5 of 6

6 Service Delivery Provides accurate and timely information Correctly refers customers elsewhere Has accurate knowledge of services available in own and related areas of work Learns from complaints and takes action to resolve them Work Environment Follows good practice guidance and complies with health, safety and welfare policies Accepts responsibility for the effect actions may have on others Date completed: January 2017 Page 6 of 6