Overview

Responsible to: Assistant Director - Student Engagement and Conversion. Overall Purpose: To build awareness and positive perceptions of the University's brand and increase student recruitment through the delivery of:

• Expert customer support and signposting online, face to face, by phone and email.
• Production of student recruitment-focused content both online and print.
• Expert advice provided to enquirers ranging from course information through to admissions processes.

Principal Duties and Responsibilities

• To work in a customer-focused and professional way with all internal and external stakeholders on behalf of Marketing and Student Recruitment, providing assistance and guidance to colleagues and external partners/stakeholders.
• Maintain accurate and comprehensive knowledge regarding accessing higher education; this will include receiving, interpreting, learning, understanding and distributing new information.
• Maintain accurate and comprehensive knowledge regarding the products and services offered by the University of Northampton.
• Receive, prioritise and fulfil enquiries to meet team KPIs and ensure a high level of customer service is delivered at all times.
• Good knowledge and understanding of a variety of media services including social media, email, phone, face to face and online chat providers.
• Undertake, manage and monitor targeted outbound tele campaigns to enquirers and alumni; adapt scripts as necessary to positively impact student recruitment and provide a full report on actions taken.
• Ability to quickly assimilate and analyse detailed information, provide appropriate response and signposting where appropriate.
• Operate, input and maintain an accurate database of customer enquiries on the CRM system, ensuring all information is accurate, up to date and stored securely in line with data protection legislation.
• To receive all enquiries from customers and resolve within agreed timescales; if unable to assist, forward to other departments as necessary and ensure that the enquirer receives a timely response by tracking progress of the enquiry and keeping them updated.
• Build internal networks and liaise with Faculties and Departments across the University in order to ensure an effective, one-team approach to customer service experience is delivered to the business.
• Produce demographic-appropriate content for the University's social media channels that actively drives enquiry generation and recruitment; research and understand information requirements of specific groups and design and produce content based on this analysis. Channels include blogs, social channels (e.g., Facebook), written posts and assets produced by the post holder.
• Adhere to the University's social media guidelines to ensure consistency of message, tone, look and feel throughout the University's social media activity.
• Assist in coordinating focused social media campaigns across multiple channels (YouTube, Facebook, X, TikTok, Instagram) by producing, editing and reposting content created by others and working with colleagues to maximise reach and impact on student recruitment.
• Interpret and contextualise information and data to highlight the effectiveness of social media activity; produce reports on effectiveness and actions taken.
• Produce content (copy, imagery, etc.) using the University brand guidelines; write original copy and critically review existing content to improve it.
• Work adaptably and flexibly in meeting changing needs and priorities; maintain brand guidelines in all marketing activity.
• In conjunction with colleagues provide content for social media activity as required; ensure marketing materials comply with advertising standards, accessibility legislation, data protection, freedom of information, disability discrimination and other relevant guidelines.
• Informally supervise student ambassadors or agency staff on occasion in support of relevant projects; deliver own work and work of any informal project team to established quality standards.
• Participate in Open Days, Welcome Weekend and other key University events that may be outside the working week.
• Be responsible and accountable for ensuring all employment legislative requirements are adhered to, including equality and diversity and health and safety issues.
• Undertake other responsibilities and tasks as reasonably requested by the Assistant Director for Student Engagement and Conversion.
• The job description may be altered at any time in the future in line with the level of the post to meet changing institutional requirements, but only in full consultation with the post holder.
• Essential to maintain accurate and comprehensive knowledge regarding accessing higher education to offer guidance to a range of audiences; responsibilities include receiving, interpreting, learning and distributing new information as a frontline contact. Confidence in dealing with diverse issues and queries; ability to use initiative and judgement in resolving queries independently or when to refer.
• Based on frontline customer contact, identify trends and problems; the post holder must be confident in producing written content for print and web and in producing content for multiple social media channels simultaneously, managing workload accordingly.
• Identify specific target audiences and produce engaging written and visual content to meet their needs.

Qualifications and Experience

• 1) Educated to degree level or equivalent, or possessing relevant demonstrable experience in Marketing to a high standard.
• 2) Qualification in marketing or related discipline (Desirable).
• 3) Excellent communication skills with a customer service focus.
• 4) Ability to offer clear and concise information and advice to enquirers through written and telephone communication.
• 5) Ability to build and maintain relationships with University staff and other stakeholders.
• 6) Proven organisational skills.
• 7) Knowledge of the effective use of social networking.
• 8) Experience of planning and progressing work activities within general guidelines using initiative and judgement without recourse to seniors.
• 9) Proven track record in delivering improvements in business objectives, customer development and increase in student recruitment (Desirable).
• 10) Ability to adapt to organisational change and to technological advances in the workplace.
• 11) Flexible approach to work to ensure tasks are completed as required and ability to prioritise a busy workload.
• 12) Ability to work within a team environment.
• 13) Ability to initiate, plan and organise own programmes of work including working to deadlines.
• 14) Resourcefulness in ensuring workloads are delivered within deadlines and to agreed timescales.
• 15) Excellent attention to detail and accuracy standards.
• 16) Integrity and professionalism, demonstrating a commitment to ethical standards, confidentiality, and the University's values of inclusivity, trust, sustainability and aspiration.

Notes

The post holder will need to maintain a comprehensive knowledge base regarding accessing higher education to advise diverse audiences. The role involves frontline contact, dealing with a variety of issues, and the ability to use initiative to resolve queries or refer as appropriate.