Prospect Experience Assistant - Dubai Campus

Heriot-Watt University; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Heriot-Watt University Dubai Campus is seeking a Prospect Experience Assistant to join our MRAC team. You will handle first contact with prospective students and applicants, delivering a warm, informative experience across multi-channel inquiries.

You will support the enrolment process from initial contact to application, using CRM tools, ensuring timely responses and data integrity in a fast-paced environment.

Qualifications

• Excellent literacy and numeracy skills.
• Experience in multi-channel customer experience.
• Proficient with Excel, Word and Outlook.
• Strong interpersonal skills.
• Experience in face-to-face customer service events.
• Attention to detail and confidentiality.
• Ability to work flexibly and resolve problems.

Responsibilities

• Be the ambassador for the University to prospective students and stakeholders.
• Provide exceptional, customer-focused service and track engagements in the CRM.
• Upload high school data to the CRM and maintain data cleanliness.
• Manage general inquiries mailbox and forward queries appropriately.
• Monitor live chat transcripts for accuracy and route to the right team.
• Redirect calls to relevant teams and ensure inquiries are resolved.
• Maintain activity logs to track campaign patterns.
• Assist lead capture optimisation based on feedback.
• Engage via phone, email, in-person and social channels as required.
• Support PX projects and reporting as needed.

Skills

Multichannel experience

Interpersonal skills

Attention to detail

Communication skills

Flexibility

Education

Bachelor's degree or equivalent

Tools

Microsoft Excel

Microsoft Outlook

CRM systems

Job description

Job Description

Job Posting Title: Prospect Experience Assistant

Grade and Salary: Grade 3

FTE and working pattern: Full-time

Reports to: Regional CRM and Performance Reporting Manager - Dubai Campus

About Heriot-Watt University

Heriot-Watt University has a rich heritage and an established reputation as a leading research-led university and provider of education around the world with five global campuses in the UK, Dubai and Malaysia and scaled-up on-line learning around the world. The University is truly distinctive in its global structure, offering students access to education and research across the group and unparalleled opportunities for mobility during their study and research. With some 28,000 students in total, the University works at the frontiers of global educational delivery. In recognition of our truly global presence and impact, Heriot-Watt University was named International University of the Year by the Times and Sunday Times Good University Guide 2018. In research, Heriot-Watt University is world renowned for research in areas as varied as photonics, additive manufacturing, quantum technology, signal processing, robotics, AI, petroleum engineering, actuarial and financial mathematics, translating and interpreting, logistics and business education. The school structure at Heriot-Watt University, with each school covering multiple disciplines, facilitates research cutting across traditional discipline barriers. Research institutes and multi-disciplinary research centres supplement this to provide focus on our key strengths. Our REF results firmly place us alongside the UK’s best in our core disciplines of science and engineering, business and management, languages and design with Heriot-Watt University ranked 1st in Scotland (9th in the UK) for research impact.

About Our School/Directorate/Team

The Marketing, Recruitment, Admissions and Communications group is at the heart of attracting, engaging and delivering exceptional student and stakeholder experiences. The prospect team handles over 10,000 applications to undergraduate and postgraduate programmes at our Dubai campus each year as well as offering support and advice to admissions colleagues at our Scottish and Malaysian campuses. Our aim is to ensure that all applicants receive a high-quality service that is timely and fair, and we strive to put the applicant at the heart of everything we do.

Purpose Of Role

Heriot-Watt is entering an exciting phase in terms of development of its professional services. We have centralised and re-aligned our recruitment and Admissions Teams in Edinburgh and are embarking on a journey to develop a new structure for our Dubai Campus and recruitment hub.

Summary Of Key Duties And Responsibilities

Based in the prospect experience Team of our Dubai campus you will work as part of the team that provides an exceptional level of customer service to all prospective students and applicants to the University guiding them from first point of contact through to enrolment. You will be the first point of contact for incoming phone calls and emails that come for the MRAC team and respond to these within agreed response times ensuring the needs of the enquirer are met and making full use of enquiry management and CRM systems in place. As part of the Prospect Experience function, the role also requires you will work as part of the team which provides administrative support for the direct application processes.

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 reduce response time and utilising the CRM system to track and analyse all engagements with HW prospective students
• Upload high school data to the CRM while maintaining cleanliness of data and meeting deadlines
• Ensure that the general inquiries mailbox is always up to date within an agreed time frame. This includes answering general inquiries and forwarding specific inquiries to the relevant team
• Monitor the live chat transcripts to ensure the information is accurate and forward to the relevant team where necessary
• Divert incoming calls to the relevant team and ensure the inquiry has been resolved
• Maintain a log of activities to track patterns against running campaigns
• 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 occasionally 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 meet the enquirers needs and are responded to in a timely fashion and to provide information, relevant and advice to each prospective student,
• Provide support to the line managers when undertaking PX related projects and reports

Essential

Education, Qualifications & Experience:

• Excellent literacy and numeracy skills or similar or equivalent experience,
• Experience of working within a similar environment as outlined above, specifically with a focus on multi-channel customer experience,
• Competent in the use of relevant IT packages including Microsoft Excel, Word and Outlook
• Well-developed interpersonal skills,
• Experience in face-to-face customer service role, including participating in and organising in-house and external recruitment / sales events,
• Demonstrable professional and proactive approach,
• Evidence of excellent attention to detail,
• Appreciation of working with confidential information,
• 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
• Experience of using initiative and creativity to resolve problems, that may be predictable but not routine, identifying practical and suitable solutions,
• Demonstrable provision of excellent customer service.

Desirable

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

Please note that this job description is not exhaustive, and the role holder may be required to undertake other relevant duties commensurate with the grading of the post. Activities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.

At Heriot-Watt University, 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.

Heriot-Watt University Values

With a history dating back to 1821, Heriot-Watt University has established a reputation for world-class teaching and professionally relevant, leading-edge research, which has made it one of the top UK universities for business and industry. We are a vibrant, forward-looking university, well known for the quality of our degrees with employers actively seeking out our graduates. Heriot-Watt is also Scotland’s international university with an unsurpassed international in-country presence. We deliver degree programmes to circa 30,000 students in 143 countries around the world, have a further overseas campus in Dubai and boast the largest international student cohort in Scotland. At Heriot-Watt we’ve created an environment that nurtures