Deputy Team Leader - Customer Service

FTE: 1.0fte (working 37 hours per week)

Salary: UH6 £33,002 pa to £38,784 pa by annual increments on achieving designated skills and experience

Annual Leave: 25 days plus standard public holidays and an additional 4 days including the closure of our office between Christmas and New Year  

Location: College Lane Campus

We are looking for a motivated person who can contribute to the work of our International Office. The Deputy Team Leader – Customer Service will have a key role in managing and enhancing the customer service operations related to international student recruitment, and will support the recruitment and commercial functions of the International Office.

Main duties and responsibilities

This role will lead on ensuring prospective international applicants receive timely, accurate, and high-quality support throughout the enquiry, application, and offer stages. You will lead on day-to-day customer service operations and contribute to the development and delivery of a sector-leading applicant experience strategy, which addresses strategic objectives, and specifically supports the wider international team to meet sales targets. You will support the Conversion and Applicant Experience Team Leader in developing and maintaining enquirer, applicant and conversion plans, with the primary focus on customer service through inbound and outbound calls, and inbox.

You must maintain up-to-date knowledge of international application processes, visa requirements, entry qualifications, programme details and University USPs across all markets and provide excellent customer service to students, agents, partners and other stakeholders. You will lead a team of Conversion and Applicant Experience Officers and ensure response times are satisfactory and maintain a good working relationship with overseas representatives and provide support when required. 

Skills and experience required

You will have a proven track record of successfully working in a comparable international education or customer focused role and a familiarity with CRM or enquiry management systems. You must have exceptional experience in customer service or applicant engagement, ideally in a higher education or international recruitment context. You will be able to work to tight deadlines and work under pressure and be flexible in your approach. You will be capable of establishing relationships quickly and effectively with internal and external stakeholders. You must be personable with strong communications skills and have strong organisation and planning skills.

Qualifications required

You will be educated with a minimum of a Degree or equivalent, or substantial proven experience.

Please view the job description and person specification for a full list of the duties and essential criteria. Please attach a personal statement showing clearly how your skills and experience match the Person Specification.

Internal applicants – please ensure you apply via your employee self-service portal.

We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work, or demonstrate access to UK Right to Work, before an offer is made.

Contact Details/Informal Enquiries: Ellen Marriott, Head of International Engagement, Email: e.marriott@herts.ac.uk, Phone: +44 (0)1707 286542

Interview Date: TBC 

Our vision is to transform lives: UH is committed to Equality, Diversity and Inclusion and building a diverse community. We welcome applications from suitably qualified and eligible candidates regardless of their protected characteristics, and recognise there are different ways applicants may achieve the criteria in this document. We offer a range of employee benefits including generous annual leave, flexible location opportunities within the UK, discounted Sports Village memberships & free Active Staff sessions, personal & professional development & family-friendly policies. #GoHerts

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