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) offers an extensive range of courses in art, design, fashion, communication and performing arts. We are a collegiate University spread across London with six Colleges, four Institutes and five Research Centres. UAL also has two subsidiary companies, delivering specialist activities – UAL Short Courses Ltd, and UAL Arts Temps Ltd.

We’re made up of all types of people, coming together in London, the world’s creative capital. We are designers, artists, performers, thinkers, researchers and makers. Our students, staff and graduates form a global network of creatives, entrepreneurs and leaders. Together, our ideas change the world. Because the world needs creativity.

We are ranked highly across the board. We are ranked first for specialist art and design, second in the world for Art and Design in the 2023 QS World University Rankings (for the fifth year in a row), ranked fifth in sustainability and two of our colleges were rated in the top three fashion schools in the world.

Our culture

We have become one of the world’s most international Universities, welcoming over 22,000 students and 6,000 staff from 130 countries. And, as a global university, staff and students learn from different cultures and perspectives, which leads to new conversations and innovative work. At our very core, everything we do seeks to challenge the status quo by driving social purpose and standing up for what matters.

We welcome applicants from all backgrounds including those who may feel underrepresented in the workforce due to their socioeconomic circumstances such as those from Black, Asian and Minority Ethnic (B.A.M.E.) backgrounds. We aim to be a university where everyone can be themselves and are supported to reach their full potential.

With our commitment to inclusion and diversity, we are proud to be a Race Equality Charter (REC) member to help us reduce barriers that negatively impacts B.A.M.E. staff, a Stonewall Diversity Champion to ensure all LGBTQ+ people are valued at work, a Disability Confident Scheme Committed employer and member of the Business Disability Forum which help us to improve the lives of disabled people in the workplace.