Specialist - University Services

Job Details

Job Type: Individual Contributor

Job Title

Specialist (Future Students Coordinator)

Work Location

Hyderabad

Reporting To

Associate Manager

JD Approved By

Director of Admissions

Brand

ULAW

Job Summary

The Future Students Coordinator is responsible for providing excellent and seamless customer service to all applicants.

The Future Students Coordinator will provide expert support to applicants in relation to specific admissions-related tasks; so knowledge, enthusiasm, a very clear commitment to help and inform and above all professionalism, are pre-requisites for this role.

Organizational Structure

University Services

Future Students Coordinator

Key Responsibilities

• Proactive application management of a range of products as determined by the Admissions Management team. Ensuring that the pipelines for those courses are effectively managed in terms of meeting service level agreement (SLAs) standards of application review, outcome and response.
• Review applications to ensure they meet entry criteria referring non-standard applications to the appropriate member of the Academic or Admissions Management team. Proactively ensuring that application outcomes are made and communicated to applicants within agreed timeframes.
• Resolve applicant queries from prospective students via telephone, e-mail, live chat, WhatsApp and other communication channels, ensuring all relevant data is captured
• Provide excellent customer service delivery which includes meeting department quality standards and responding in line with SLAs
• Develop a full understanding of the applicant journey to ensure applicant requests to defer, transfer or cancel are administered in line with current Standing Operating Procedures (SOPs) and admissions cycle deadlines
• Contribute to the end-to-end Scholarships administration process by: responding to all scholarships related enquiries; contacting eligible candidates for further information; updating candidate qualification data; notifying all candidates of scholarships outcomes
• Coordinate non-enrolment follow up (no-show) and subsequent tracking of information which will be used to further inform future process improvements
• Work on a project basis to provide support on admissions activities as directed
• Liaise with partner colleges, agents and firms where necessary
• Assist with user acceptance testing (UAT) as required to ensure the release of new system functionality is working as intended, is accuracy and usable, providing feedback to the project team
• Identifying process redundancies and removing the same so that the process becomes lightweight and free of non-value-added activities
• Driving root cause analysis in collaboration with the broader team to identify and resolve processing related error(s) and recommending control points
• Make recommendations for the updating of processes and procedures within the department to the Future Students Team Manager ensuring all processes and procedures are documented accurately
• Fully participate in key Admissions events such as Confirmation and Clearing
• Provide admissions support at events being conducted for admissions-related activity.

In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned by the Team Leaders, and other members of the Admissions Management Team from time to time.

Desired Profile

Qualification

• Native level of English language proficiency
• Equivalent of GCSE Maths at Grade C
• Graduate level or equivalent (desired)

Skills Knowledge

• Excellent administrative and analytical skills with a keen eye for detail
• Able to communicate effectively with senior stakeholders on issues affecting their work
• Strong product knowledge of the higher education market and the products on offer at the institution
• Understanding of how to use student record databases/CRM solutions
• Understanding of the levels of strong acumen towards root cause analysis and process re-engineering
• Demonstrates ownership to resolve challenging customer issues but is able to escalate when necessary
• Ability to empathize with and prioritize customer needs
• Good comprehension skills with the ability to clearly understand and address customer issues appropriately

• Good composition skills with the ability to compose grammatically correct, concise and accurate written responses
• Actively seeks solutions through logical reasoning and data interpretation skills, and identifies trends to appropriate channel including improvement suggestions

• Ability to work to targets
• Ability to exercise judgement in line with organisational strategy prioritising work as appropriate

Behavioral Skills

• Excellent interpersonal skills with the ability to establish good working relationships, both internally and externally
• Positive enthusiastic attitude
• Empathetic to contemporary student issues
• Student focused with a passion for customer service and for continued improvement
• Willingness to take on unfamiliar tasks and to work on items outside of their comfort zone
• Thorough in their approach to work with a meticulous eye for detail
• Proactive and capable of taking ownership of a student query till resolution
• Strong listening skills; able to identify solutions for students quickly and clearly
• Ability to embrace change in a professional environment

Relevant Experience

• Working within a customer service environment, and in dealing with customers via a variety of communication mediums including face-to-face, on the phone, via email and social media.
• Managing large volumes of work in a customer-facing role

• Working in roles where an impeccable level of accuracy is key
• Consistently administering policies and protocols

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.