Applicant Support Advisor

Job purpose

The postholder is responsible for daily conversion activities through a variety of channels that supports customers through their decision-making journey to enrolment to continue increasing conversion rates and to achieve targets. The role is to providing high quality support and guidance to students throughout the application process. This involves detailed follow up with applicants, internal & external stakeholders to ensure that applications lead to enrolments.

This is a sales and customer service role that is responsible for the daily delivery of conversion activities via phone, WhatsApp, e-mail, Live chats, social media and other forms of communication to both enquirers and offer holders to support them through their journey to enrolment.

Main duties and responsibilities

Responsible for daily conversion activity to offer holders to influence their decision making in favour of studying with one of our preferred partners.

Responsible for achieving individual conversion targets set for the key steps within the applicant journey including enquiry to application, conditional to unconditional, unconditional to deposit, deposit to CAS requested and other stages between application and enrolment.

Adhere to daily SLA agreements with offer holders and stakeholders to ensure speedy follow up communication.

Participate in developing new and innovative ideas for campaigns, workflows, and messaging to improve personal and team performance.

Implement conversion plan for your respective region working closely with counter parts within the region.

Aim to deliver the highest level of customer service, ensuring a First Contact Resolution (FCR) approach to handling customer queries.

A clear ability to listen, handle objections and to offer an alternative recommendation to achieve deposits and enrolment.

Work closely with Admissions and GRU to ensure a smooth customer journey from offer to enrolment.

Develop a good working knowledge of admission entry requirements and processes for all partners universities and programmes of study.

To lead, manage and co-ordinate ad hoc conversion activities for your respective region, working with colleagues as appropriate. You will ensure the delivery of timely and effective conversion activities to adhere to partner university deadlines.

Assign RAG status update to the applicants and log this on the required system. The post holder will also need the confidence and ability to accurately assign a lead.

Monitor your pipeline regularly, acceptance and enrolment reports to ensure that key performance indicators are being met and overall target will be met.

Ability to understand complex business intelligence (including reports, dashboards and qualitative data) and communicate to stakeholders at all levels)

Develop and maintain a knowledge of UK and North America immigration policy and university entry requirements.

Undertake administrative tasks related to the role that involve working with different systems.

Perform any other duties commensurate with the role as reasonably required from time to time.

This job description is provided as a guide to the role. It is not intended to be an exhaustive description of duties and responsibilities. It may be subject to periodic revision to meet business requirements.

Person specification

Statutory requirements

Eligibility to live and work in Nigeria
Satisfactory Enhanced DBS Disclosure or Police Check

Qualifications

Undergraduate degree or have equivalent professional experience.

Experience and Knowledge

Experience of working in a customer and sales focused environment ideally in International Education UK / USA / Canada.
Knowledge and good understanding on visa / immigration process for UK/ USA / Canada.
Experience of working in a fast-paced, commercial environment
Experience of working towards achieving and exceeding sales targets.

Skills and Abilities

Ability to work well under pressure in a fast-paced target driven, service focused environment.
Results orientated and self-motivated.
Excellent written and verbal communication skills in English.
Ability to present convincingly and enthusiastically to a range of offer holders, enquirers, parents and other relevant stakeholders.
Ability to work on own initiative and unsupervised whilst contributing as a member of a team.
Excellent organisational, planning, and interpersonal skills.
Excellent attention to detail
Numerate and a competent Microsoft Office user.
Expert in building relationships; in particular, with customers. As you’ll be nurturing a sales pipeline of offer holders, show empathy and be able to deal with people from a range of nationalities and cultures.
Ability to analyse data, provide reports and to propose corrective action. (Desirable)
An understanding of UK & North America visa requirements (Desirable)

Personal qualities

Adopts a collaborative approach to working.
Flexible and responds positively to new challenges, seeking solutions.
Strong cultural awareness and knowledge