Job Description

Deine Aufgaben

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

Dein Profil

• 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.

Warum wir?

• 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