Enquiry Manager

Salary: Full time starting salary is normally in the range £31,396 to £33,966 with potential progression once in post to £38,205 

Brief JD

Main Duties

People Management

• Lead on training, development, and implementation of enquiry management activities centrally, and advise on local activities in colleges and other professional services.
• Direct line management of the Team Leaders, ensuring they are appropriately trained, supported, developed and enabled to ensure the Team delivers its service levels.
• Undertake annual performance development reviews of team members, addressing any areas of concern.
• Regularly review team performance, addressing issues of conflict or poor performance as necessary, escalating where appropriate.
• To lead on and be responsible for the recruitment, training and induction of new or temporary members of staff to the team and in the duties of the post as required.

Systems Management

• Take direct responsibility for the implementation and ongoing development and innovation of systems such as Microsoft Dynamics, the FAQ form and the chat bot.
• Ensure both inbound and outbound activities are linked and shared resources are allocated accordingly eg Confirmation & Clearing.
• To be the point of contact with External Relations, the wider Professional Services and Colleges for all enquiry management implementation and development.
• Represent the Team and its work to External Relations, the wider Professional Services and Colleges, acting as the key advocate of the enquiry management function within it.
• Push the ongoing implementation of all enquiry management systems and processes where needed, across External Relations and beyond.

KPI and SLA Management

• Lead on the setting and revision of performance related measures, such as response times.
• Monitor volumes and types of enquiries, reporting as appropriate, and ensuring staffing and resource levels are sufficient across the cycle.
• Maintain service levels across all enquiry forms and types, ensuring predetermined service levels, both in time and quality, are adhered to.
• When required, communicate with enquirers and/or colleagues in difficult or sensitive situations to prevent problems escalating to complaints. 

Person spec

Required 

• First Degree (or equivalent qualification), or equivalent relevant work experience.
• Experienced in managing staff, delegating work to colleagues and collaborating with others.
• Excellent customer service and interpersonal skills including politeness, diplomacy, tact and courtesy, as the role involves considerable contacts with others, both internal and external to the University.
• High level of understanding of delivering excellent customer service and the ability to influence others to deliver the same.
• An understanding of how providing excellent customer service is a key component of an integrated approach to student recruitment.
• Excellent interpersonal skills, experience of working collaboratively with the ability to establish good working relationships with colleagues at every level of an organisation.
• Experienced in managing data and analysing complex information and of contributing to action plans, strategic plans and quality reviews, particularly in linking processes and systems.

Informal enquires can be made to Adam Meakin, email: a.meakin@bham.ac.uk

To download the full job description and details of this position and submit an electronic application online please click on the 'Apply' button above.

Valuing excellence, sustaining investment
We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working

Closes: 3^rd September 2024

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