Student Recruitment Assistant – Dubai Campus

Job Description

Summary of Key Duties and Responsibilities

You will be part of the team providing a high-quality front-line service to all enquirers to the University. Your main duties will be to respond to enquirers by phone or email, dealing with day-to-day queries at events and providing support for prospective students throughout their journey to Heriot Watt and assist with application processing. You will be working under the guidance of Student Recruitment Manager or Admissions Manager in Dubai.

Key duties and responsibilities:

• Act as an ambassador for the University to a wide range of stakeholders, notably prospective students, parents and working professionals,
• Always provide an exceptional applicant experience and the delivery of a customer-focused service and experience to optimise recruitment and conversion objectives, utilising the CRM system to track all engagements with HW prospective students,
• Support optimisation of lead capture as part of the enquiries process and in line with feedback from prospective students,
• Operating across various communication channels: phone, e-mail, face-to-face at on-campus and external events, but equally providing customer service via in-bound social media channels, incl. participating in Live Chats with prospects and applicants and other virtual events as when organised by the University,
• Ensure that responses exceed the enquirers needs and are sent in a timely fashion and to agreed turnaround times, provide information, relevant and personalised advice to each prospective student,
• Provide support and guidance to our student interns on a wide range of enquiries relating to student recruitment,
• Attend and assist with execution of internal and external student recruitment events including open days, PG Masterclass, Virtual events/workshops, offer holder events and recruitment fairs, both at the campus, in-schools and at external student recruitment fairs to provide information, advice and guidance on the University’s portfolio of undergraduate, postgraduate and research programmes to prospective students
• Capture and maintain scholarship data for new undergraduate and postgraduate students
• To set up and maintain a calendar of student recruitment events, manage enquiries, and bookings and work with the CRM team to coordinate pre-event and follow up communications to maximise attendance for the assigned programme,
• Assist the Domestic Recruitment Manager, Student Recruitment Officer, Admission Manger, with manging the student ambassador scheme within the Student Recruitment team to ensure events and other recruitment activities are effectively staffed and represented to maximise conversion and ultimate enrolment of prospective students,
• To establish and maintain an effective network of contacts externally and in Schools and Services, and to work effectively with these contacts to maximise our student recruitment potential,
• Supporting the Admissions Manager in all daily processes related to application management,
• Ensuring that all applicants are provided with the necessary information and correspondence throughout the year,
• Maintain a thorough knowledge of the University’s admissions policy, including assessment / selection and entry criteria and keep abreast of changes to admissions procedures.
• To participate in all marketing activities and other areas of work within Marketing, Student Recruitment, and admissions as required,
• Provide support to the wider team and the Student Recruitment Manager, Student Recruitment Officer, and Admissions Manager during key admissions periods,
• General administrative duties including filing, and other duties that may be seen as being within the scope of this position.

Education, Qualifications & Experience:

Essential

1. Excellent literacy and numeracy skills or similar or equivalent experience,
2. Experience of working within a similar environment as outlined above, specifically with a focus on multi-channel customer experience,
3. Competent in the use of relevant IT packages including Microsoft Excel, Word and Outlook
4. Well-developed interpersonal skills,
5. Experience in face-to-face customer service role, including participating in and organising in-house and external recruitment / sales events,
6. Demonstrable professional and proactive approach,
7. Evidence of excellent attention to detail,
8. Appreciation of working with confidential information,
9. Ability to work flexibly, quickly and accurately by taking account of new information or changes in circumstances and modifying the understanding of a problem or situation accordingly
10. Experience of using initiative and creativity to resolve problems, that may be predictable but not routine, identifying practical and suitable solutions,
11. Demonstrable provision of excellent customer service.

Desirable

1. Educated to a degree level
2. Experience of administration in a higher or secondary education environment
3. Understanding and knowledge of UAE and international education markets and current issues
4. Experience of working with databases i.e. Student Record or CRM systems
5. Experience of enquiry management systems

At Heriot-Watt we understand that being diverse makes us better which is why we support a culture of respect and equal opportunity, and value diversity at the heart of what we do. We want to increase the diversity of our workplace to underpin a dynamic and creative environment.

The appointment is conditional upon successful completion of all Labour and Immigration formalities, and the start date will need to be delayed if the employment visa is not in place.