Specific Responsibilities
Management and Customer Service • Day to day management of a team including recruitment, staff development, performance management and managing the workload to meet tight SLAs, ensuring an effective and high quality UG admissions service is delivered. • Motivating, coaching and developing staff ensuring they are empowered and enabled to deliver customer service excellence. • To lead by example, demonstrating good management principles for all to follow; to develop good relationships with all stakeholders and promote and support a positive and energetic working environment. • Provide regular pipeline updates on applications, offers, service level agreements, targets and key performance indicators to the Head of Admissions as required. • Ensure a thorough knowledge of all products offered and ensure this knowledge is transferred to the Senior Admissions Officers and Admissions Officers as required via delivery of relevant training. • Contribute to the continuous review of admissions processes, with the aim of optimising the ‘flow’ of work around supporting the customer, looking at both systems based and procedural improvements to increase efficiency. • Champion process efficiency within the customer facing functions and act as a key custodian of ‘the customer’ experience. • Work in conjunction other senior staff within Admissions to support new & amended product release across the institution including requirements writing, UAT, sign off and support for roll out to live environments. Admissions • Acting as Primary UCAS Correspondent and Weblink Administrator for the University on all matters relating to the UCAS admissions service; liaising with key stakeholders to ensure undergraduate course information is accurately represented on UCAS • Responsible for the development and continuous improvement of undergraduate and foundation admissions procedures and practices • Ensure accuracy and consistency within offer making by auditing decisions and offers processed for the relevant courses. • Responsible for overseeing the team’s delivery against the agreed service level. • Responsible for the operational planning, delivery and management of Confirmation and Clearing for the University. • Act as the project lead for the creation and rolling out of contextualized admissions across the programme portfolio in partnership with the Head of Admissions and Head of Access and Participation.
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