Job Posting Title: Student Recruitment Assistant
Grade: Grade 3
Location: Dubai Campus
Manager or Admissions Manager depending on responsibility, the successful candidate will take the responsibility for coordinating and delivering a range of activities that enable Heriot Watt Dubai to achieve its ambitious student recruitment and admissions targets for both UG, PG and research degrees. Student Recruitment Assistants are responsible for delivering customer facing events, both on and off campus, delivering customer service activities for all prospective students, ensuring the university is promoted in relevant and attractive ways. This role requires focus on proactive robust follow-up service to convert prospects into enrolled students and processing of admissions applications.
Based in the Student Recruitment and Admissions Team of our Dubai campus you will work as part of the team that provides an exceptional level of customer service to all prospective students and applicants to the University guiding them from first point of contact through to enrolment. You will be the first point of contact for phone calls and emails and respond to these within agreed response times ensuring the needs of the enquirer are met and making full use of enquiry management and CRM systems in place. As part of the admissions function, the role also requires you will work as part of the team which provides administrative support for the direct application processes.
Bringing together your passion for education and customer care, you will have exceptional interpersonal skills, attention to detail and be a self-starter who can support prospective students while they embark on their journey with Heriot Watt.
Summary of Key Duties and Responsibilities
You will be part of the team providing a high-quality front-line service to all enquirers to the University. Your main duties will be to respond to enquirers by phone or email, dealing with day-to-day queries at events and providing support for prospective students throughout their journey to Heriot Watt and assist with application processing. You will be working under the guidance of Student Recruitment Manager or Admissions Manager in Dubai.
Key duties and responsibilities:
• Act as an ambassador for the University to a wide range of stakeholders, notably prospective students, parents and working professionals,
• Always provide an exceptional applicant experience and the delivery of a customer-focused service and experience to optimise recruitment and conversion objectives, utilising the CRM system to track all engagements with HW prospective students,
• Support optimisation of lead capture as part of the enquiries process and in line with feedback from prospective students,
• Operating across various communication channels: phone, e-mail, face-to-face at on-campus and external events, but equally providing customer service via in-bound social media channels, incl. participating in Live Chats with prospects and applicants and other virtual events as when organised by the University,
• Ensure that responses exceed the enquirers needs and are sent in a timely fashion and to agreed turnaround times, provide information, relevant and personalised advice to each prospective student,
• Provide support and guidance to our student interns on a wide range of enquiries relating to student recruitment,
• Attend and assist with execution of internal and external student recruitment events including open days, PG Masterclass, Virtual events/workshops, offer holder events and recruitment fairs, both at the campus, in-schools and at external student recruitment fairs to provide information, advice and guidance on the University’s portfolio of undergraduate, postgraduate and research programmes to prospective students
• Capture and maintain scholarship data for new undergraduate and postgraduate students
• To set up and maintain a calendar of student recruitment events, manage enquiries, and bookings and work with the CRM team to coordinate pre-event and follow up communications to maximise attendance for the assigned programme,
• Assist the Domestic Recruitment Manager, Student Recruitment Officer, Admission Manger, with manging the student ambassador scheme within the Student Recruitment team to ensure events and other recruitment activities are effectively staffed and represented to maximise conversion and ultimate enrolment of prospective students,
• To establish and maintain an effective network of contacts externally and in Schools and Services, and to work effectively with these contacts to maximise our student recruitment potential,
• Supporting the Admissions Manager in all daily processes related to application management,
• Ensuring that all applicants are provided with the necessary information and correspondence throughout the year,
• Maintain a thorough knowledge of the University’s admissions policy, including assessment / selection and entry criteria and keep abreast of changes to admissions procedures.
• To participate in all marketing activities and other areas of work within Marketing, Student Recruitment, and admissions as required,
• Provide support to the wider team and the Student Recruitment Manager, Student Recruitment Officer, and Admissions Manager during key admissions periods,
• General administrative duties including filing, and other duties that may be seen as being within the scope of this position.
Education, Qualifications & Experience:
Essential
1. Excellent literacy and numeracy skills or similar or equivalent experience,
2. Experience of working within a similar environment as outlined above, specifically with a focus on multi-channel customer experience,
3. Competent in the use of relevant IT packages including Microsoft Excel, Word and Outlook
4. Well-developed interpersonal skills,
5. Experience in face-to-face customer service role, including participating in and organising in-house and external recruitment / sales events,
6. Demonstrable professional and proactive approach,
7. Evidence of excellent attention to detail,
8. Appreciation of working with confidential information,
9. Ability to work flexibly, quickly and accurately by taking account of new information or changes in circumstances and modifying the understanding of a problem or situation accordingly
10. Experience of using initiative and creativity to resolve problems, that may be predictable but not routine, identifying practical and suitable solutions,
11. Demonstrable provision of excellent customer service.
Desirable
1. Educated to a degree level
2. Experience of administration in a higher or secondary education environment
3. Understanding and knowledge of UAE and international education markets and current issues
4. Experience of working with databases i.e. Student Record or CRM systems
5. Experience of enquiry management systems
Please note that this job description is not exhaustive, and the role holder may be required to undertake other relevant duties commensurate with the grading of the post. Activities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.
Heriot-Watt University Values
With a history dating back to 1821, Heriot-Watt University has established a reputation for world-class teaching and professionally relevant, leading-edge research, which has made it one of the top UK universities for business and industry.
We are a vibrant, forward-looking university, well known for the quality of our degrees with employers actively seeking out our graduates. Heriot-Watt is also Scotland’s international university with an unsurpassed international in-country presence. We deliver degree programmes to circa 30,000 students in 143 countries around the world, have a further overseas campus in Dubai and boast the largest international student cohort in Scotland.
At Heriot-Watt we’ve created an environment that nurtures innovation and leadership - where our researchers, staff and students can realise their potential and develop their ambitions.
We are proud of our collegiate atmosphere and integrated teaching and research approach which has helped to build a community of committed academics and highly motivated students. Our focus on careers delivers results and we’ve an excellent reputation for graduate employability.
In addition to the Edinburgh campus, we currently have campuses in the Scottish Borders, Orkney, Dubai and Malaysia. For all of our campuses we aim to provide stimulating, supportive environments conducive to effective learning and research, where staff and students can excel. At Heriot-Watt, we have an established set of values that help us to nurture innovation and leadership, and show our commitment to continuous improvement and development in all our activities.
Our values describe our deeply held beliefs and our community spirit. They characterise not only how we are as a higher education institution but also frame how we want to be.
Our values are:
As learning, living and working institution, we use our values as the building blocks of how we go about doing our work and how we each conduct ourselves as members of Heriot-Watt University. They represent what binds us together as a University community and help us to become the best at what we do.
For full details on our University, please view our website https://www.hw.ac.uk/about.htm
‘How to Apply’
Interested applicants must submit applications attaching an updated CV.
At Heriot Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team.
Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community.
The appointment is conditional upon successful completion of all Labour and Immigration formalities, and the start date will need to be delayed if the employment visa is not in place.
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