Background

The Course Enquiry team is part of the Department of Marketing and Communication and operates as the central point of contact for all pre-application students, their supporters and advisers. The team provides information, advice and guidance relating to the University’s student recruitment process up to the submission of an application form when applicants are then the responsibility of the Admissions Team in Planning and Academic Administration. Enquiries are managed via phone, emails and social media platforms with enquiries captured in the university CRM.


The Role

The Course Enquiry Team are responsible for both undergraduate and postgraduate taught enquiries including International enquiries. As part of the continued growth in responsibilities, CET will assume responsibility for enquiries related to Postgraduate Certificate in Education (PGCE) from Admissions in Summer 2020.

The Course Enquiry Team also provides information relating to student life and support services. The team works towards dealing with 80% of queries at first contact but will also be responsible for facilitating managed referrals out to expert teams across the University, as appropriate. The team has responsibility for responding and logging incoming enquiries through the University’s Customer Relationship Management (CRM) system. The team also plays a key role with those targeted outbound telephone campaigns organised by Marketing and Communications.

The Course Enquiry team engages proactively with colleagues across the wider Marketing and Communications Department as well as Admissions, i-zone, accommodation and others. The team also provides regular feedback and recommendations based on the analysis of student enquires to allow the University to constantly improve our offer and information to prospective students.

Reporting to the Team Leader and Head of Content and CRM, your responsibilities involve answering enquiries from our various platforms and collecting enquirer details as well as completing project work and supporting the wider recruitment strategy.

The Person

You will be qualified to A-level (or equivalent standard) with strong customer-service experience. You must be able to demonstrate excellent communication skills and have previous experience in using IT databases, ideally Customer Relationship Management system (CRM). An awareness of the university recruitment cycle is desirable.

Additional Information

Start date for applications: 10th February 2020
Closing date for applications: 10th March 2020
Interviews are to be held: Week commencing 20th March 2020

How to apply

Please note, Canterbury Christ Church University reserve the right to bring the closing date of this position forward where a high volume of applications are received

Please note applications must be made online via the University website; details sent directly via email cannot be considered.

Prior consideration will be given to applicants in the University’s redeployment pool. No agencies, thank you.