Job Details
The University of Hull has adopted a new professional service delivery model following extensive consultation with stakeholders from across the University. The majority of professional services are centralised with a hub and spoke model ensuring that that University-level central teams are operating efficiently to enable capacity for growth, are sharing knowledge and best practice to enable a consistent approach and driving continuous improvement. A single professional service culture for the University underpins close partnering and seamless service provision across professional staff in central and Faculty teams.
The Student Service Delivery (SSD) team provides enquiry management and information services for prospective and current students through the University’s student portal, CRM, unified telephony, and a new service centre. It is the engine room and nerve centre for student services more broadly, supporting and driving a student-centred model of service delivery across services. The SSD team collates, interrogates and shares data from enquiry channels to drive future service improvements. It sets and monitors service standards and partners with other student service providers to ensure that they operate consistently and collaboratively to deliver integrated end-to-end services.
The Future Students Enquiries team In SSD provides customer-focused and effective enquiry management and conversion processes for prospective students, applicants, and agents. As a member of the team, the Future Students Enquiries Administrator will respond to inbound enquiries submitted via the telephone, WhatsApp, live chat and email. The Administrator will also participate in Open Days, Offer Holder Days and other events for prospective students and applicants, as well as outbound call campaigns and communications.
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