Prospective Student Enquiries Manager

University of Reading - Global Recruitment and Admissions


The University of Reading is one of the UK’s leading research-intensive universities, and is firmly established in the top 200 of Universities globally. It’s never been so competitive or challenging to attract students, academics and funding, and we’ve made significant progress and laid firm foundations to meet our ambitious vision for the future.

Our newly established Global Recruitment & Admissions service is at the forefront of attracting & recruiting the brightest students to our programmes of study and for raising aspirations through our outreach initiatives. Underpinning this is our aim to deliver an exceptional and personalised experience for prospective students to support our recruitment & admissions targets.

About you

This is an exciting opportunity for an outstanding candidate to make a significant contribution in delivering our ambitious vision and recruitment targets. The Prospective Student Enquiries Manager will play a lead role in enhancing our activity in one of the most crucial areas of the University’s work.

You’ll be highly motivated, astute, strategic and proactive, and must be able to work at pace in a fast-moving environment – able to identify opportunities early to stay ahead of our competitors.

You will take a customer centric approach, setting the standards and leading on the delivery of a high quality and personalised communications strategy with prospective students using, amongst other systems the now established Customer Relationship Management (CRM) system.

Your role will be responsible for:

  • Ensuring an excellent customer experience for all prospective and current applicants to the University though development of standards, KPIs & strategy in enquiry handling;
  • Implementation of a series of engaging targeted email communications to prospective students to encourage them to apply to the University; and
  • Working with technical colleagues to further develop our use of the University’s CRM, ensuring development requirements are defined and implemented effectively, enabling optimal use of the CRM to ensure the best possible experience for prospective students and internal users.
  • Experienced in working for or with large and/or complex organisations, you will be able to build and maintain strong networks of internal and external stakeholders. You’ll work with energy and confidence and be able to influence and drive new developments, leading change in an exciting time of transformation in how we interact with prospective students.

You will have:

  • Experience in setting & communicating standards and/or values in a customer service setting.
  • Experience of delivering communication plans.
  • Outstanding interpersonal skills, including the ability to work with a wide range of people and to inspire trust and confidence.
  • Strong understanding of the higher education sector and the student recruitment & admissions cycle.
  • Proven ability to manage teams, projects and resources..
  • Strong IT skills, with excellent and proven working knowledge of technical systems, particularly databases and CRM or similar.

Informal contact details
Contact role: Director of Global Recruitment & Admissions
Contact name: James Ackroyd
Contact email:

Alternative informal contact details
Contact role: Head of Global Recruitment (UK & Outreach)
Contact name: Rachel South
Contact phone: 0118 3787275
Contact email:

Closing Date: 01/10/2017
Interviews to be held the week commencing 16/10/2017

The University is committed to having a diverse and inclusive workforce, is a Stonewall Diversity and Global Diversity Champion, and supports the principles of the Race Equality Chart.

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South East England