Applicant Relations Team Leader

The opportunity
As part of UAL’s Student Marketing, Recruitment and Admissions (SMRA) department, you will coordinate and manage the work of a team responsible for the delivery of a first-class Applicant Relations Service for UAL, providing accurate and timely information and guidance to pre and post-application enquirers across a range of platforms and channels.

Please note this is a fixed-term role, from 1 June 2025 – 31 May 2026.

You will supervise and line manage a dedicated frontline team of Applicant Relations Advisers to deliver the Service, promoting a high level of customer focus in order to support the prospective student journey, and increase conversion from enquiry, through application and offer, to enrolment.

With direction from the Applicant Relations Manager, and working collaboratively with colleagues from across SMRA, Colleges and other departments, you will coordinate team resources to provide a competitive service that meets prospective student needs, you will ensure that relevant communication channels and tools (e.g. soft phones, live chat, email, CRM systems, Student Records systems etc) are used appropriately and effectively within the team.

You will manage and develop the team to ensure all staff are fully trained and equipped with the knowledge required to handle a wide range of prospective student enquiries from home and international audiences.

The post-holder will work closely with the Applicant Relations Manager to develop processes, frameworks, policies and guidance in relation to enquiry management. They will monitor and report on the types of enquiries received by their team in order to help continually improve UAL’s prospective student communications and content.

About you
With an understanding of the student recruitment lifecycle in Higher Education, the successful candidate will be able to drive and promote a customer service ethos through their management of a frontline customer services team.

The successful candidate will showcase excellent communication skills orally, in writing and through the utilisation of visual media.

They'll be confident in their IT skills including use of a Student Records system and/or CRM system, Microsoft Office and other relevant communication tools and software.

They'll keep us compliant with the regulations that govern our work through an in-depth knowledge of General Data Protection Regulations (GDPR) and how these impact on prospective student enquiry management and communications.

When it comes to their team, the successful candidate will know how to get the best out of everyone, managing performance through setting clear objectives and leading effectively.

The successful candidate will thrive in a fast-paced environment, using their initiative and creativity to resolve day-to-day problems and challenges, ensuring we're always achieving our first-class service standards within agreed response timeframes.

For further details and to apply please click the 'Apply' button.

Closing date: 18^th March 2025, 23:55.

If you have any queries about this role or need any reasonable adjustments for your application, please contact the Resourcing team via email at: PSOstaffrecruitment@arts.ac.uk.

Our culture
UAL is committed to creating diverse and inclusive environments for all staff and students to work and learn – a university where we can be ourselves and reach our full potential. We offer a range of family friendly, inclusive employment policies, flexible working arrangements and Staff Support Networks. We welcome applicants from diverse backgrounds, including race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity, and caring responsibility.

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