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Position Summary
Future Student Recruitment is responsible for strengthening marketing and recruitment efforts, ensuring UNSW is the premier destination in the state for local students and the premier destination in the country for internationals.
The Future Student Enquiries Assistant (Level 1) is responsible for providing accurate and timely advice to prospective students and other stakeholders via all relevant inbound and outbound contact channels and events. This involves understanding degree and admissions policies to effectively respond to routine enquiries, whether received by phone, web form, email or web chat, all while delivering a high level of customer service, meeting KPIs and ensuring that the team service level agreements (SLAs) are being achieved.
The Future Student Enquiries Assistant reports to the FSR Enquiry Team Lead and has no direct reports.
This role will:
- Follow instructions from the team leader and undertake tasks according to procedures.
- Provide accurate and timely information to prospective students and stakeholders via all inbound/outbound channels and events.
- Achieve or exceed individual and team Key Performance Indicators (KPI's), measuring case resolution volume, customer satisfaction and adherence to Service Level Agreements (SLA’s).
- Maintain up-to-date records of enquiries and communication with all applicants within the UNSW CRM.
- Maintain up-to-date knowledge of University policies and procedures, particularly those relating to prospective student enquiries, including participating in regular training sessions.
- Maintain understanding of UNSW and faculty brand core value propositions, leveraging these in conversations with prospective students.
- Participate in high volume, targeted conversion calling campaigns with the support of a guided script, to drive applications, acceptances and enrolments.
- Align with and actively demonstrate the UNSW Values in Action: Our Behaviours and the UNSW Code of Conduct.
- Cooperate with all health and safety policies and procedures of the university and take all reasonable care to ensure that your actions or omissions do not impact on the health and safety of yourself or others.
A person engaged is generally expected to have the following skills and experience:
- You MUST be a current UNSW student to apply.
- Advanced written and verbal communication skills and the ability to liaise effectively with a variety of stakeholders.
- Strong level of computer literacy, including familiarity with Microsoft Office applications and the ability to quickly grasp new programs.
- Ability to work in a high volume, process-driven environment with variable workflow patterns, whilst maintaining accuracy and professionalism.
- Demonstrated ability to work flexibly and productively as an effective team member and to follow direction.
- An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.
- Knowledge of health and safety responsibilities and commitment to attending relevant health and safety training.
Pre-Employment Checks
Aligned with UNSW’s focus on cultivating a workplace defined by safety, ethical conduct, and strong integrity preferred candidates will be required to participate in a combination of pre-employment checks relevant to the role they have applied for.
These pre-employment checks may include a combination of some of the following checks:
- National and International Criminal history checks
- Entitlement to work and ID checks
- Working With Children Checks
- Completion of a Gender-Based Violence Prevention Declaration
- Verification of relevant qualifications
- Verification of relevant professional membership
- Employment history and reference checks
- Financial responsibility assessments/checks.
- Medical Checks and Assessments
Compliance with the necessary combination of these checks is a condition of employment at UNSW.
The University reserves the right not to proceed with any appointment.
If you require any further information regarding the role, please contact Jeffrey Wang via fei.j.wang@unsw.edu.au.
To submit an application for the role, please do so via the 'Apply Now' button. Please note, no applications will be accepted via email.
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