Admissions Customer Service Manager

ARU; Chelmsford; On-site; GBP 38,000 - 44,000; Full time

Job summary

A global university in Chelmsford is seeking an Admissions Customer Service Manager to lead their team in enhancing the applicant experience. This role involves managing high-volume enquiries, delivering optimal customer service, and designing communication strategies. Applicants should have experience in leading customer service teams, be data-driven, and possess a degree. The position offers numerous benefits including generous holidays and a competitive relocation package.

Benefits

Generous holiday entitlement

Occupational pension schemes

Training and development opportunities

Travel to work scheme

Competitive relocation package

Qualifications

• Experience in line-managing customer service teams.
• Proficient in designing outbound conversion campaigns.
• Ability to analyse data to enhance customer service.

Responsibilities

• Lead the Admissions Customer Service Team.
• Handle high-volume multichannel applicant enquiries.
• Ensure an engaging and timely applicant experience.

Skills

High-performing customer service management

Digital communication platforms

Data analysis for service improvements

Education

Degree level education

Tools

CRM systems

Live-chat systems

Job description

Admissions Customer Service Manager

Job Category Administrative Vacancy Type Fixed term contract Fixed Term Duration 6 months Employment Type Full time Salary From £38, p.a. Salary To £44, p.a. Location Chelmsford Faculty / Prof Service Corporate Marketing Closing Date 10 / 12 / Ref No Documents

About ARU

ARU is a global university transforming lives through innovative, inclusive and entrepreneurial education and research. ARU holds a Gold award for the quality of its education, awarded through the Teaching Excellence Framework (TEF).

ARUs research institutes and four faculties bridge scientific, technical and creative fields. We deliver impactful research which tackles pressing issues and makes a real difference to our communities. Our academic excellence has been recognised by the UKs Higher Education funding bodies, with 16 of our research areas assessed as world leading. We are the largest provider of Nursing, Midwifery, Health and Social Care students in the East of England, and we are also among the UKs leading universities for degree apprenticeship provision, working with hundreds of employers across the UK.

About the Role

We are seeking an exceptional customer-service-driven admissions professional to lead our Admissions Customer Service Team within Corporate Marketing. Working at the heart of the applicant journey, you will play a pivotal role in shaping first impressions of ARU ensuring every prospective student receives timely, accurate and engaging support from their very first enquiry through to enrolment.

Our Admissions Customer Service Team is responsible for handling high-volume multichannel applicant enquiries year-round and leads key moments in the recruitment cycle including confirmation and clearing. This role offers an exciting opportunity to combine your expertise in digital communication platforms, customer experience, and people management to continue elevating ARUs applicant experience.

Educated to degree level, you will bring experience of line-managing high-performing customer service teams and supporting colleagues through training, coaching and onboarding. A confident communicator you will design and deliver outbound conversion campaigns. Along with being an expert in CRM and live-chat systems, you will provide guidance across Corporate Marketing and the wider University, continually identifying opportunities to enhance processes and streamline applicant communications. You will also design and deliver outbound conversion campaigns that support the Universitys recruitment ambitions while ensuring that the applicant experience remains at the forefront of decision-making.

This role demands a proactive and organised leader someone who is comfortable analysing data to inform service improvements, experienced in resolving complex enquiries, and motivated by delivering sector-leading standards in customer care. If you are passionate about innovation, collaboration and making a tangible difference to applicants at every stage of their journey, we would love to hear from you.

Benefits

We have an agile working culture and offer an extensive range of benefits including generous holiday entitlement, occupational pension schemes, training and development opportunities, travel to work scheme and a competitive relocation package. Visit our page for full details.

We have a responsibility to ensure that all employees are eligible to live and work in the UK.

We reserve the right to close this vacancy once we have received sufficient applications.

Guidance Notes

Please download the Job Description Person Specification for key requirements. To apply, demonstrate how your skills and experience meet the criteria.