Purpose / Objectives
Through effective enquiry management, convert enquiries to applicants to meet UDOL’s business targets
Build customer relationships and deliver excellent customer service to ensure that each prospect is optimised and to effectively contribute to the development of a positive brand for UDOL
As the first point of contact with inbound enquiries, ensure that a positive first impression is demonstrated at all times
Respond to incoming enquiries to answer any questions and queries regarding our online courses and the application/enrolment process.
Follow up with enquirers who haven’t yet applied to make sure they have all the information they require and to assess their level of interest to apply for a course.
Be responsible for the relationship between the University of Derby Online and enquirers/ prospects, ensuring their experience is a positive one.
Understand the needs of enquirers fully and ensure they are responded to in a timely, professional and appropriate manner.
Proactively contact prospect database to assess potential customer circumstances and qualify them accordingly so that intake pipelines can be accurately forecast and marketing campaigns targeted accordingly.
As a member of the marketing team, work closely with the team to support activities by handling all inbound enquiries with the aim of encouraging these prospects to make applications.
Ensure that all applications are effectively passed to the Customer Service & Operations team, and work closely with them to ensure consistency of approach and knowledge sharing.
Be responsible for enquiries, liaising with key staff and internal departments as necessary, to ensure that the customer is supported and their enquiry is fulfilled in a professional and positive manner.
Contribute to the development and delivery of marketing campaigns and communications plans to prospects and feedback/ report on outcomes and performance.
Update and maintain information on the CRM system.
Maintain and monitor social media activities with the aim to build UDOL’s profile online with target audiences through the various social media channels as well as responding to enquiries from these channels (Facebook, Twitter and Linkedin).
Collect and share knowledge, learning’s and feedback gained from enquiry prospects with marketing and UDOL teams to inform planning and developments.
Work closely with marketing to ensure the University of Derby Online offer is clearly communicated to all prospects/enquirers.
Administration of the virtual events.
Maintain a commitment to the vision of UDOL and the spirit of UDOL and the wider University. All duties and responsibilities are to be carried out within this context.
Short listing will be carried out by assessing suitability against the criteria set out in the person specification, as far as it is reasonable to do so
Educated to A Level or equivalent - Desirable
Degree level education - Desirable
Customer service/ internal sales trained / development - Desirable
Skills and Abilities
Good written and spoken communication skills - Essential
Able to work to deadlines and achieve targets - Essential
Excellent telephone manner - Essential
Strong organisational skills - Essential
Effective and articulate communicator - Essential
Team player - Essential
Experience and Knowledge
Experience in customer service / internal sales support - Essential
Experience of using Word, Excel, Outlook and CRM system - Essential
Experience within Higher Education / distance learning - Desirable
Experience in telesales - Desirable
Experience using social media to support marketing activity - Desirable
Not phased / Thrives in a busy environment - Essential
Flexible and adaptive to change - Essential
Positive and proactive manner - Essential
Enthusiastic, reliable and hardworking - Essential
Self-motivated and able to work on own initiative - Essential
May be required to work occasional evenings / weekends - Essential
37 hours, 5 day week.
26 days holiday per year, plus statutory, concessionary and closure days.
Opportunity to join the Local Government Pension Scheme.
Potential for further salary progression based on performance, once in post, up to £18,545 per annum.
For more information on the benefits of working at the University of Derby go to http://www.derby.ac.uk/hr
We are committed to safeguarding and promoting the welfare of children and vulnerable adults and expect everyone who works for us to also share this commitment.
University of Derby - 10 months ago
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