Applicant Relations Team Leader x2

The opportunity

As part of UAL’s Student Marketing, Recruitment and Admissions (SMRA) department, you will coordinate and manage the work of a team responsible for the delivery of a first-class Applicant Relations Service for UAL, providing accurate and timely information and guidance to pre and post-application enquirers across a range of platforms and channels. 

You’ll supervise and line manage a dedicated frontline team of Applicant Relations Advisers to deliver the service, promoting a high level of customer focus in order to support the prospective student journey, and increase conversion from enquiry, through application and offer, to enrolment.

With direction from the Applicant Relations Manager, and working collaboratively with colleagues from across SMRA, Colleges and other departments, you will coordinate team resources to provide a competitive service that meets prospective student needs and will ensure that relevant communication channels and tools (e.g. soft phones, live chat, email, CRM systems, Student Records systems etc.) are used appropriately and effectively within the team. You’ll manage and develop the team to ensure all staff are fully trained and equipped with the knowledge required to handle a wide range of prospective student enquiries from home and international audiences.

The post-holder will work closely with the Applicant Relations Manager to develop processes, frameworks, policies and guidance in relation to enquiry management. They will monitor and report on the types of enquiries received by their team in order to help continually improve UAL’s prospective student communications and content.

About you

With an understanding of the student recruitment lifecycle in Higher Education, the successful candidate will be able to drive and promote a customer service ethos through their management of a frontline customer services team.

The successful candidate will showcase excellent communication skills orally, in writing and through the utilisation of visual media. They'll be confident in their IT skills including use of a Student Records system and/or CRM system, Microsoft Office and other relevant communication tools and software.

They'll keep us compliant with the regulations that govern our work through an in-depth knowledge of General Data Protection Regulations (GDPR) and how these impact on prospective student enquiry management and communications.

When it comes to their team, the successful candidate will know how to get the best out of everyone, managing performance through setting clear objectives and leading effectively.

The successful candidate will thrive in a fast-paced environment, using their initiative and creativity to resolve day-to-day problems and challenges, ensuring we're always achieving our first-class service standards within agreed response timeframes.

We are UAL

University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. We are a collegiate University spread across London with six Colleges, four Institutes and five Research Centres.

For further details and to apply please click the apply button.

Closing date: 22nd April 2024 at 23:55.

If you have any queries about this role or need any reasonable adjustments for your application, please contact Hazel Bailey, Resourcing Adviser via email at [email protected] .

Our culture

We welcome applicants from all backgrounds including those who may feel underrepresented in the workforce due to their socioeconomic circumstances such as those from Black, Asian and Minority Ethnic (B.A.M.E.) backgrounds. We aim to be a university where everyone can be themselves and are supported to reach their full potential.