Key Activities and Responsibilities:

• Assess all applications efficiently and accurately in line with the UE Admissions policies. 
• Develop and maintain the CRM system to ensure accurate, up to date, information is accessible to those that require it.
• Act as the first point of contact for our agent network answering their queries in the given  service level agreement. 

  
  Analysis and Reporting:

  
  Reproduce and prepare clearly defined documents typically using standard formats or templates (e.g. enrolment letters, study contract, payment plans etc.)
  
  

   Customer/Service Support:

  
  
• Receive and respond to enquiries from/to agents and applicants, seeking support from Senior Agent Advisors or Team Leader Business Development Executive/Manager when needed. 
• Use and understand CRM systems relevant to area of work to enable manipulation of information and initial investigation of customer queries/problems. 
• Explain in detail, entry requirements and hold knowledge of qualifications and their comparability and acceptability. 

  
  Planning and Organising:

  
  
• Preparation of materials to assist in the effective organisation business activities; e.g. enrolment letters and study contract. 
• Arrange allocated tasks within daily routine to ensure work is completed to time and appropriate standard.
• Plan and prioritise own work activities, responding to departmental requirements, in addition to own responsibilities to ensure that SLA’s are met. 
  
  

  Liaison:

  
  
• Develop a network of contacts throughout own area, identifying who key individuals are, to  support own work activities. e.g. Agents and Processing Team, Heads of School and  Programme Leaders.
• Communicate and build strong working relationships with our agent network to support own work activities. 

  
  

  Continuous Improvement:

  
  

• Relay agent feedback and comments and contribute to proposals for improvements to 
• current working methods. 
• Keep skills up to date and develop competence through learning from colleagues and/or gaining experience of a range of work.
  
  

  People Management:

  
  
• Show sensitivity and consideration to other people’s customer needs and feelings.
• Provide guidance and support to colleagues on admissions processes. 
• Co-operate with and offer mutual support to colleagues in a team/work unit, adopting a flexible approach to delivering work objectives. 
  
  

  Personal and Professional Development and Training:

  
  
• Identify and address development needs to ensure continuing professional development. 
• Communicate and share best practice. 
• Proactively identify new opportunities and work with management to develop solutions.
• Work in accordance with the UE Values Framework.
• Maintain strong empathy for the university’s commitment to equality of opportunity and  equality of treatment for colleagues and students.

     Other Responsibilities:

• The post-holder will occasionally be required to travel to other locations for meetings or training
• Any other duties as appropriate to grade and role. 

• Good standard of education evidenced by A levels or equivalent.
• Considerable work experience  within a higher education  background or in an administrative role. 
• Higher Education Qualifications is desirable
• Strong organisational skills with the ability to work quickly and accurately under pressure, and to
• cope with competing priorities to  work to deadlines. 
• Able to work both independently  and within a team environment. 
• Knowledge and experience with  Microsoft office – e.g. emails, Word, PowerPoint and excel.
• Demonstrate enthusiasm and  passion for delivering excellent  service across a variety of business functions; both in a written and  verbal capacity (e.g. agents and applicants).
• Advanced office administration  skills with attention to detail and  accuracy. 
• Knowledge/Experience Previous work experience within a customer service/administrative  role. 
• Previous experience in Higher Education is preferred.

• Opportunity to work with a great team in a dynamic and international environment
• Preventive and aftercare health care options
• 30 days of vacation
• Various online language courses and opportunities to participate in online collaboration courses 
• Numerous campus events from the fields of art, culture, business and science
• Opportunity to develop and implement new ideas and concept