POSITION DESCRIPTION

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1 POSITION DESCRIPTION POSITION TITLE: Future Student Officer SCHOOL/OFFICE: Office of Future Students CLASSIFICATION LEVEL: Bond Level 3 DATE POSITION CLASSIFIED/UPDATED: September 2014 This position is first and foremost with Bond University and although this position is described as operating within a section of the University, it is a fundamental requirement of your position that the best interests of the University must be your priority at all times. PURPOSE OF THE POSITION The Office of Future Students (OFS) is primarily the first point of contact for the University as it houses the central switchboard for the University and the enquiry centre for Future Students. This position of Future Student Officer will provide administrative support to the Future Student Advisors surrounding recruitment activity, data entry of applications and client support through the successful management of the Office of Future Students reception area and main telephone lines for the University. As an integral member of the wider recruitment team, Future Student Officers will be required to possess strong customer service skills, administrative competence, confidence and impact, an innate drive to achieve professionally, be adaptable, resilient and able to work under pressure. Future Students Officers will require the following skillset: Confident and professional handling of the University s main incoming phone lines. Assisting the Future Students Advisors to answer enquiries, data enter applications and respond to s. Managing and qualifying all applications ready for review and assessment by the Office of Admissions. Focused sales efforts on applications and leads to meet recruitment targets. A proactive approach to delivering outcomes. The ability to work as part of a successful team. A passion to clearly articulate the value of the Bond University brand. HOURS OF WORK Work hours will be rostered between the hours of 7.00am to 7.00pm Monday to Friday. However, due to events and other marketing, business development related activities, there may be a need to work outside of these hours. REPORTING RELATIONSHIP This position reports into the Applications Coordinator, and has no direct reports. Applications Coordinator Future Student Officer

2 SELECTION CRITERIA: Highly developed interpersonal and communication skills effective self-management skills including the ability to prioritise, problem solve, meet deadlines, follow through to completion of tasks. Previous experience working for a premium brand with a solid understanding of the brand proposition. Strong communication skills, both verbal and written. Demonstrated skills across a range of computer applications including Microsoft CRM, , social media networks and mobile applications. Highly-developed customer service skills with an innovative approach to go the extra mile. Outstanding business and analysis skills. A high level of accuracy and attention to detail. DESIRABLE CRITERIA: A Bachelor s degree in a relevant discipline or equivalent work experience. Previous experience operating an organisations switchboard within a large network. Understanding of national markets and high-school assessment systems. Higher education product knowledge and associated admissions procedures. Understanding of nurture marketing and student recruitment life-cycles. Working knowledge of a second language would be desirable. ROLES AND RESPONSIBLITIES: COMPETENCY: RESPONSIBILITY: Demonstrated Understand the university s understanding of Bond business, drivers, and processes, University s Operations as well as our culture, and how and Core Objectives each department/faculty interacts effectively on an organisational level. Develop the ability to connect directly with the customer our future students. Understand the impact of direct interaction with a future student and our value proposition, as well as what is required to sustainably deliver a branded service promise in a high volume environment. Customer Service Provide high quality administration support including responding to telephone and enquiries in a professional and accurate manner to ensure that a strong client focus is maintained. Build positive relationships with all business partners. Ensure that relationships with all internal and external departments are maintained to achieve results. Continued engagement with wider departments to stay abreast of issues. Actively seek ways to improve relationships. Develop and nurture positive working relationships within the PERFORMANCE INDICATORS: Successful delivery of a premium brand strategy to effectively deliver team recruitment targets. Achieve a high level of professional quality client contact with students and stakeholders, including 24 hour turnaround times for response to enquiries and escalating issues as appropriate. Going above and beyond to meet future student needs.

3 Student and Academic Services area, Faculties, Recruitment, and Agents to contribute to the unit s goals. Applications Management Manage the student application process from commencement of an application through to submission. Data entry of paper based applications into the online application form. Data quality review, validation of application and pre-assessment before sending to Admissions. Liaison with applicant and/or agent for outstanding information or documentation. Liaising with IRMs and MSCs for counselling of applicants when required. Through innovation work with the Manager, Future Students to refine the application management Enquiry and lead management process. Maintain up-to-date records of enquiries, applicants, current students and alumni within the Bond University CRM. Work via telephone, , SMS and social media with prospective students and their families to resolve issues and concerns associated with application, admission and enrolment to Bond University. Follow up leads and enquiries where required for prospective students to assist them in completing their application to study at Bond University through telephone calling campaigns. Switchboard Management Answering the Bond University s main telephone lines and redirecting calls to the relevant areas. Maintain up-to-date phone register for the university and internal telephone lists for the Office of Future Students. Manage the University s voic setup in conjunction with the Voice Communications Coordinator during holiday periods. Administration Data entry in relation to student records. Recording new student enquiry information and providing standard response. Management of the Office of Future Students reception area. Administrative assistance to Successful turnaround of applications within a 24 hour timeframe. Maintain CRM and Student One records at all times with relevant details. Assist in refining and innovating the lead management process. All calls are managed within three rings. Voic is activated when organisation is closed. Student contacts created or updated within 24 hours. Tasks are actioned in a timely and accurately manner.

4 Knowledge and Technical Skills Learning and Development Understanding of Quality Assurance Understanding of Cultural Sensitivity management when required. General administrative duties for the Office of Future Students. Become a champion of CRM for the University, by being an adopter and using CRM for all reporting, lead capture, contact management, follow-up processes and communication. All communication with students, through lead stage to application will be tracked in CRM. Create advanced find reports in CRM, as well as use CRM for Made Offer and Admitted Not Enrolled follow-up. Proficient and comprehensive adoption and on-going use of Student One. Attend all training sessions for CRM where possible and actively participate in all sessions. Identify opportunities, make recommendations and in conjunction with your team and with guidance from your Manager, implement improvements to processes, systems, and work practices. Actively participate in change management activities, including engaging constructively with your team. Staff should demonstrate an understanding of the principles of quality assurance and continuous improvement as they apply at Bond University. Staff are expected to demonstrate an ongoing commitment to the Bond University Strategic Plan, University policy and to our quality assurance processes. Staff will come into contact with staff and students from a variety of cultural backgrounds. It is expected that mutual respect, cultural awareness and cultural sensitivity will form the basis of the professional working relationship. Staff are encouraged to attend a cultural sensitivity workshop to further enhance and develop cultural awareness and cultural sensitivity skills. Technology Champion. Confident change participant. It is not the intent of this position description to limit the scope of this position in any way but to give an overview of this role at Bond University. You may at times be required to work at other tasks and areas as directed by the Management.

5 Position Held by: Signed: Date:

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