Admissions Officer Candidate Pack
BACKGROUND
The University of Law, a private university, (formerly the College of Law), is one of the UK’s leading and longest established providers of legal education and training with origins dating back to 1876 with the formation of the leading tutorial firm Gibson & Weldon and later on, with the establishment of The Law Society School of Law. In 1962 the two were amalgamated to establish The College of Law. The University was the first ever independent institution to be granted degree awarding powers, gaining University title (The University of Law) in 2012 before being bought by Global University Systems in 2015. Working right at the heart of the legal profession, the University brings together teaching of the highest quality, a focus on practical skills and innovative learning styles to deliver perfect preparation for life in legal practice and ongoing professional development. The University is in an ongoing, exciting period of growth and expansion with more than 10,000 students, circa 800 staff and 14 campuses across the UK and Hong Kong. Alongside its Legal education and training, it is also expanding its Business school offering both in the UK and in Berlin. All campuses are close to thriving commercial centres, leading law firms and have strong transport links. Each campus is a modern, well-equipped professional law school providing a comfortable and stimulating learning and working environment. The University has ambitious plans for the future and anticipates a significant increase in the number of applications in 2020/21, this is on top of two previous cycles of significant applicant growth. Admissions Officers act as student facing members of Admissions staff responsible for providing an efficient and high quality applicant experience to students considering the University for their studies. Possessing a keen eye for detail, impeccable accuracy in their work, excellent administrative skills and a passion for providing a best practise level of service to applicants the role of Admissions Officer suits individuals who enjoy dealing with students, are proactive and capable of taking ownership over student cases.
VISION, CORPORATE PLAN & STRATEGY
Vision and mission To be the global university of choice for the professions, by driving innovation in applied education to deliver outstanding employment outcomes. The University of Law exists to serve its students and their future employers by being global leaders in providing applied knowledge and skills.
Vision and Mission
Strategic Aims
Drawing on our heritage as one of the UK’s longest established law schools, we strive to build on our success through the ethos of IDEAS:
Student Focus
Widening Participation
• Innovation - for our people, campuses, technology and business practices
Innovation and Growth
• Diversity - continuously improving the quality, quantity and flexibility of our courses
People
• Employability focus - ensuring our students are in demand by firms and businesses
• Ambition – inspiring the best in our students and society
• Success - academically and professionally for all
Strategic Aims
Student focus • The quality of the student experience is key to our ethos, reputation and our ability to recruit and be commercially successful We were ranked in the Top 10 for 5 core categories in the National Student Survey 2019 and in the same year were awarded Silver in the Teaching Excellence and Student Outcomes Framework for our teaching, learning and outcomes. Our performance in the critical categories of teaching excellence and academic support for students is sector leading.
Widening participation We are committed to widening participation and diversity across all of the University’s programmes. • The University submitted its first Access and Participation Plan for 2019/20 • Key focus for Admissions is on the rollout of contextual admissions and the proactive identification of widening participation characteristics during the application process. Innovation and Growth • Our programme portfolio is constantly evolving to remain innovative, topical and relevant • Our reach is being extended through the creation of new campuses and partnerships • Our reputation, and the global importance of the English legal system, position us well to increase overseas recruitment beyond our traditional UK-focused student base Student Recruitment • Our reputation, and the global importance of the English legal system, position us well to increase overseas recruitment beyond our traditional UK-focused student base • We continue to grow student recruitment and develop our brand • We aim to provide a seamless approach to recruitment, ensuring clarity of offer and a genuine engagement with applicants throughout their application process • We continue to strengthen our ties with Alumni, celebrating their success and using our shared history to further enhance the student experience
People We strive to:
• Support the development of colleagues to enable the delivery of an even higher quality service • Recognise and reward strong performance
CAMPUSES
1. Birmingham
2. Bristol
3. Chester
4. Guildford Campus
5. Leeds Campus
6. London Bloomsbury Campus
7. London Moorgate Campus
8. Manchester Campus
9. Nottingham Campus (new for 2019)
10. The University of Law at UEA in Norwich (new for 2019)
11. The University of Law in Exeter
12. The University of Law in Liverpool
13. The University of Law at Reading
All of our campuses are in thriving commercial areas and offer the same fully-resourced facilities, including well equipped IT suites with PCs for DVD and i-Tutorials, comprehensive law libraries with all the latest legal texts, quiet study areas and places to relax.
14. Hong Kong Centre (new for 2019 )
Birmingham
Nottingham
Hong Kong
Guildford
Chester
Bristol
Admissions Officer
JOB DESCRIPTION
Main Function of Job
The Admissions Officer is responsible for providing an excellent and seamless customer service to applicants.
Main Function of Job
The Admissions Officer is very often the first point of contact that a prospective student will have with the university, so knowledge, enthusiasm, a very clear commitment to help and inform and above all professionalism, are pre-requisite for this role.
Reporting to Admissions Manager
Location Guildford Direct Reports None
JOB DESCRIPTION
Specific Responsibilities • Deal with all applicant queries from prospective students via telephone, e-mail and social media and ensure all relevant data is captured • Ensure excellent and speedy customer service delivery • Provide proactive application management of a range of products as determined by the Admissions Managers, ensuring that the pipelines for those courses are effectively managed in terms of meeting service level agreement standards of application review and response • Load application data onto the system and ensure thorough notes are recorded for use by the wider team and the Conversion teams who maintain contact with each student throughout the student journey • Review applications to ensure they meet entry criteria and refer any more complex applications to the appropriate member of the academic team or Admissions Manager. Proactively ensure that decisions are made and communicated to students within agreed timeframes • Deal with student requests to cancel, transfer and defer • Process all decisions on the system regarding student applications and where applicable make sure offers are sent out promptly • Request further information to support student applications and update student cases where appropriate • Get involved with IT projects to assist with requirements and testing • Liaise with partner colleges, agents and firms where necessary • Ensure all sponsored students are correctly identified on the system, so they are invoiced accordingly • Deal with all exemption requests. • Make recommendations for the updating of processes and procedures within the department to the Admissions Managers and ensure all processes and procedures of the Admissions Officers are documented accurately • Maintain a thorough knowledge of all products offered • Develop a thorough understanding of enquiry, application and student record systems, liaising with the Admissions Managers and relevant stakeholders on recommendations for development of these systems • Assist in the planning of Clearing and fully participate in the main Clearing event in August
Specific Responsibilities
In addition to the responsibilities listed above, the job holder may be required to perform other duties as assigned by the Director of Admissions, Access & Participation and members of Admissions from time to time. The job holder has a duty to take reasonable care for the health and safety of themselves and of other persons with whom they come into contact at work. The job holder also has a duty to co-operate with the University in complying with any statutory duty or requirement concerning health and safety at work. In particular, they must familiarise themselves with the Health and Safety Policy and its safety and fire procedures.
This job description is to be read in conjunction with the relevant Roles and Responsibilities Career Level document.
This job description is correct at November 2019. It may vary in consultation with the post holder to reflect changes within the market place, in Admissions and the University.
PERSON SPECIFICATIONS
Training & Education Essential • ‘GCSE’ Level English Language and Maths (or equivalent) • ‘A’ levels or equivalent
Training & Education
Desirable • Graduate level or equivalent Experience
Experience
Skills & Knowledge
Essential • Working within a customer service environment, and in dealing with customers via a variety of communication mediums including face-to-face, on the phone, via email and social media. • Managing large volumes of work in a customer facing role • Working in roles where an impeccable level of accuracy is key • Understanding of UK Higher Education structure and levels of study Desirable • Consistently administering policies and protocols and developing these over time • Working in a target focused environment and to service level agreements • Working in Higher Education in an admissions focused role • Working knowledge of student records databases • Experience of having studied at Higher Education level • Using Microsoft Dynamics CRM and Student Databases to communicate with customers and internal stakeholders
Skills & Knowledge Essential
• Excellent administrative and analytical skills with a keen eye for detail • Effective/ professional communication skills both written and verbal • Understanding of the levels of qualifications offered at the institution and how they fit together • Ability to exercise judgement in line with organisational strategy prioritising work as appropriate • Customer service skills; able to conduct phone and email communication to high standards Desirable • Adept at understanding diverse business requirements and applying them to a varied mix of student caseloads • Ability to work to targets • Ability to communicate effectively with senior stakeholders on issues affecting their application pipelines • Strong product knowledge of the higher education market and the products on offer at the institution • Understanding of how to use student record databases/CRM solutions
PERSON SPECIFICATION
Behavioural Skills Essential • Student focused with a passion for customer service and for continued improvement • Strong listening skills; able to identify solutions for students quickly and clearly • Proactive and capable of taking ownership of a student query until resolution • Excellent interpersonal skills with the ability to establish good working relationships, both internally and externally • Thorough in their approach to work with a meticulous eye for detail • Positive & enthusiastic attitude Desirable • Empathetic to contemporary student issues • Ability to continuously embrace change in a professional environment • Willingness to take on unfamiliar tasks and to work on items outside of their comfort zone
Behavioural Skills
Special Circumstances
Special Circumstances Essential • Admissions operate a 5 in 7 shift pattern including a variety of start/end times to accommodate business objectives • During peak periods it is anticipated that flexibility in working additional hours in evenings and at weekends may be necessary to achieve business objectives and will be administered in accordance with the University’s overtime policy
Application Process
The University is being supported on this recruitment campaign by the search consultancy The Management Recruitment Group (MRG) .
To arrange a brief conversation please contact our advisor Sian Gardiner of MRG on 020 3962 9900 / 07932 717 458 or at sian.gardiner@mrgpeople.co.uk.
Applications should consist of a comprehensive CV and covering letter.
The closing date for applications is Sunday 9th February 2020.
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