Applicant Relations Team Leader X2

THIS JOB HAS NOW CLOSED

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.

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. 

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

We are UAL

University of the Arts London (UAL) generates and inspires the creativity the world needs for a better future. Since 1842, our colleges have been defining creative education. With curiosity, imagination and intent we make work which creates lasting change for people and our planet. London is core to who we are, a place where we meet and share ideas with people from different backgrounds and cultures.

Our creative network influences learning, culture, industry and society on a global scale. Our academics and practitioners deliver creative education and inspire new ways of thinking through research and innovation. We work with students at every level from pre-degree and short courses to postgraduate and online learning, enabling them to build the careers they want. Together, we are a community of makers, thinkers, pioneers and storytellers redesigning the future.

Our culture

We are a global University, welcoming over 22,000 students and 6,000 staff from 130 countries. We aim to be a university where people can be themselves and feel supported to reach their full potential. That’s why we are proud to be members of the Race Equality Charter (REC) and Business Disability Forum, are a Disability Confident Scheme Committed and Living Wage employer and maintain our status as a Stonewall Diversity Champion.

Application process

We operate a fair and open anonymous selection process. Thus, you will need to create an account and submit an application through our job board. As part of this, you will need to provide a supporting statement/answer some competency questions to demonstrate your suitability. Our recruitment process involves: Application, Shortlisting, Interview and Assessment, Offer, Onboarding.

We understand the benefits of using AI in work. But, if you are thinking of using it to submit an application, we ask you to think about what value it adds. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

If we receive a high volume of applications, the closing day date might close early. We aim to communicate any changes to the closing date with at least 24 hours’ notice. If you have any general questions or have accessibility needs, please refer to our Contact us page.