Edinburgh Napier University
Enquiry Management Administrator, Full time, Permanent
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Our Excellent Benefits Package
At ENU, we offer a great working environment where we support ambition, recognise achievement, and offer other excellent benefits including:
- Minimum of 41 days annual leave (including 10 fixed holidays at Easter and Christmas) and the option to purchase additional annual leave
- Generous employer pension contributions
- A wide range of learning and development opportunities
- Opportunity to join our staff inclusion and support networks
- Access to our benefits platform Vivup which includes a huge range of discounts across the UK’s major retailers, health care discounts, and Cycle to Work
- Access to our Employee Assistance Programme
The Team
The Enquirer and Applicant Experience team undertakes work that is key to supporting the achievement of the university’s student recruitment targets. The team has strategic oversight of the systems used through the applicant journey (e.g. CRM, data capture, peer-to-peer chat) as well as responsibility for ensuring fantastic customer experience at all stages of enquiry and application.
You’ll be joining a friendly, dependable, and supportive team environment, where collaboration is key, and individuals are encouraged to contribute ideas and take initiative. The role suits someone who enjoys working with people and thrives in a team-oriented setting.
The Role
The Enquiry Management Administrator will support the Enquiry Management function, utilising the team’s online system (Dynamics 365 CRM) and telephone to communicate with the University’s key audiences. This role will primarily involve assisting undergraduate and postgraduate enquirers and their supporters in the University’s application and admissions processes. The work of this team is central to Edinburgh Napier’s student recruitment activity, through progressing enquirers to the next stage of their journey where possible.
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You’ll have the opportunity to gain exposure to a variety of areas across student recruitment, with opportunities to build experience and develop professionally.
What we will need from you
- Provide an excellent level of customer service to all enquirers and applicants who access our service by telephone, e-mail, or through the web, and where appropriate to suggest ways to continuously improve service delivery.
- Communicate directly with audiences from a wide range of backgrounds and for a wide variety of enquiry types, providing detailed, up-to-date, and accurate information about studying at Edinburgh Napier University.
- Provide assistance relating to enquiry management to academic and administrative staff, working closely with colleagues to ensure effective communication.
- Support the delivery of the University’s core on-campus recruitment events including University Open Days, and other internal ad-hoc events.
- Participate in International Operations and Student Recruitment’s annual Clearing operation to deliver an efficient and customer-focused service to a high volume of enquirers. Including call handling and processing of web enquiries from prospects looking to secure a place at the University through Clearing.
- Participate in team meetings and relevant meetings with colleagues in other services to support recruitment and conversion activities, e.g., Admissions, CRM Users Group.
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Salary
Grade 3: £26,093 per annum (starting salary, subject to annual pay increases until scale maximum of £31,236, as well as cost of living increases)
Contract
Permanent, Full Time – 35 hrs/wk, hybrid working with 2-3 days on campus with flexibility to attend additional days for Open days, Welcome week, and evening events when necessary
Closing date
19th July
Interviews
28th/29th and 30th July (face-to-face interviews at our Sighthill campus)
The University is unable to sponsor the employment of international workers in this role on the Skilled Worker visa route. International applicants will only be able to take up this role if they can demonstrate an alternative right to work in the UK.
Edinburgh Napier is committed to creating an environment where everyone feels proud, confident, challenged, and supported and are holders of Disability Confident, Carer Positive, and Stonewall Diversity Champion status. Please see here for more information.
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