Job Description: T O APPLY PLEASE FOLLOW THE LINK: http://higheredpartners.peoplehr.net/Pages/JobBoard/Opening.aspx?v=d892762a-9812-4897-bef9-3986243f185e The Role To assume responsibility for Contact Centre student administration procedures by maintaining and enhancing standard operating procedures ensuring that they are fit for purpose and consolidating issues for timely resolution.
Working closely with Contact Centre Enrolment & Retention specialists, Partner Support and the Contact Centre Management, and maintain oversight of implementation of Contact Centre changes by coordinating with relevant stakeholders.
The role will require a strong understanding of the different functional areas of HEP, and will support the ability of the Enrolment and Retention Specialists to hit department and intake cycle targets.
Successful achievement of this role will require strong project management skills, advanced Salesforce expertise, and a keen attention to detail Based remotely but option to work from either the Brighton or London office.
? Role Specific Accountabilities: Ensure student documentation ahead of application submission to Partner Universities is complete and verified, including NARIC verification and English Certificates validation to ensure impact on Student journey is minimal, and escalating issues for fixes and permanent solutions to be implemented.
Consolidate issues, risks and escalations from Enrolment and Retention Teams and coordinate with Contact Centre Management and Partner Support to ensure timely escalation and follow up to achieve resolution.
Maintain SLA's on POD email inboxes, ensuring professional and efficient communication between Contact Centre and Partner Universities and Partner Support.
Provide first line Chatbot and EdNet support and QA, and other cross functional operational projects as required ? Role Responsibilities: ? Identifying risks and issues in Contact Centre standard operating procedures, escalating where appropriate and maintaining oversight of issues log to ensure timely resolution achieved.
Facilitating effective inter-departmental communication and feedback between Contact Centre and Partner Support Observing, reviewing, and analysing processes to identify inefficiencies and areas where improvements could be made, and sharing examples of best practice between internal teams.
Ensuring that all activities conform to internal and external stakeholder standards, procedures, and requirements.
To maintain Contact Centre Standard Operating Procedures documentation, ensure it is updated as required and accessible to internal stakeholders.
Creating high quality, accurate regular and ad hoc reports as required To work flexibly across the department, cross covering for colleagues as required To undertake any other responsibilities relevant to the role, or reasonably requested by the Line Manager ? Key Skills and Qualifications : Advanced knowledge of Salesforce is essential Advanced knowledge of Microsoft Excel is essential Requires high attention to detail and analytical mindset High consistency in quality and accuracy of work produced Benefits Work fully remote within the UK, or from our Brighton or London office if preferred.
Salary £26,000 24 Days Annual Leave + UK Bank Holidays Career/personal development opportunities through our innovative training portal.
Enhanced Employer Pension Contributions at 6% Generous refer a friend scheme (T&Cs apply) HEP is a Disability Confident and equal opportunity employer.
HEP evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.