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Future Student Enquiries Officer
3 months ago
Why Your Role Matters
:The Future Student Enquiries Officer is responsible for the end-to-end management of outbound conversion activity across all coursework cohorts to assist Future Student Recruitment in driving greater connection with future student audiences and increased program conversion. This calling campaign activity is part of the University's rolling monthly and yearly conversion strategy which drives the achievement of student load plan targets.
The incumbent will utilise systems including CRM to capture and record data in an accurate and informative manner, as well as manage the relevant databases and telephony systems to pull call lists and then create and implement outbound calling campaigns.
The Future Student Enquiries Officer also provides accurate and timely advice to prospective students, their parents and high school staff, as well as other University staff through enquiry management. This role frequently involves interpreting complex scenarios and detailed degree and admissions policies to effectively respond to enquiries, whether received by phone, web form/web chat, or email.
As an expert in this degree and admissions information, this role is the first point of escalation within the Future Student Enquiries team for complex and non-routine enquiries. This role will also identify, analyse and report on data related to consumer behaviour and trends, sharing the findings with relevant stakeholders within the Future Student Recruitment team and across UNSW.
Who You Are:
• Relevant tertiary qualification with subsequent relevant experience or equivalent level of knowledge gained through any combination of education, training and experience.
• Proven ability to work in a high volume, process driven environment with variable workflow patterns and to fixed deadlines.
• Experience managing conversion activity through outbound call campaigns and developing reporting matrix.
• Advanced level of computer literacy with excellent skills in Microsoft Office applications and databases (e.g. CRM).
• Excellent written and verbal communication skills with a high level of attention to detail and an ability to work under pressure and to strict deadlines.
• Demonstrated ability to work flexibly and productively as an effective team member to ensure deadlines are met.
• Extensive knowledge and experience in the tertiary education sector with experience in key source markets is desirable.
• An understanding of and commitment to UNSW's aims, objectives and values in action, together with relevant policies and guidelines.
• Knowledge of health & safety (psychosocial and physical) responsibilities and commitment to attending relevant health and safety training.
