Job Description- SF09775

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1 Visual Identity Team Human Resources Section name Job Description- SF09775 Post Title: Grade: Faculty/Department: Reports to: Responsible for: Telemarketing Recruitment Executive Grade 5-23,386 to 26,274 per annum Henley Business School Head of Recruitment Marketing No direct reports Purpose To contact, assesses and filter suitable candidates for our range of internationally renowned MBA and postgraduate programmes in order to support effective student recruitment Henley is one of the world s most respected business schools. We empower individuals to become great professionals and outstanding business leaders who think with clarity and act with confidence and conviction. Engaging with business and our communities is critical to our aim, as is selecting and recruiting a talented and diverse pool of students and future leaders from around the world onto our courses. We are looking for an experienced outbound and inbound telesales or telemarketing professional to identify, contact, assess and filter suitable candidates for our range of internationally renowned MBA and postgraduate programmes. Due to the increasing success of Henley Business School and a continued focus on applicant quality we are bringing this key role, which has previously been handled out of house, into the Recruitment team on a permanent full-time basis. You will be target driven and highly proactive with a hunger for success. You will have an exceptional telephone manner developed during previous telesales / call centre / phone work experience. You will have first class communication and customer service skills. Previous HR, recruitment or admissions experience would be an advantage. Main duties and responsibilities The post holder will be required to own the relationship with prospects from initial point of contact until handover of suitably qualified candidates to a Programme Recruitment Manager. The post holder will work with the Head of Recruitment Marketing, Programme Recruitment Managers, CRM team and the wider Recruitment Marketing team, and other key stakeholders at Henley Business School to ensure the effective identification and recruitment of suitable candidates for Henley s courses. This is a phone-based role that will involve four key areas: University of Reading 2015 Thursday, 03 September 2015 Page 1

2 Outbound Calls Identify and develop new and existing relationships with individuals and corporate clients to increase recruitment onto appropriate Henley programmes Outbound calls from our CRM system and database of leads Following-up warm leads generated at events or by marketing campaigns Contacting enquirers and making appointments to review their suitability for a course or to attend a recruitment event Providing initial first line information and advice on courses and the application process Referring appropriate candidates for follow-up calls from faculty or the recruitment team Making an initial assessment of the quality of leads Building candidate profiles and ensuring all relevant information is gathered and maintained on the CRM system Generating, nurturing and managing leads and work with the Marketing team to ensure appropriate marketing support for recruitment activity. Inbound Calls Responding to enquirers. Providing an initial assessment and filtering of prospects and identifying suitable candidates for Recruitment Managers to follow up with Conducting calls with enquirers to establish their suitability for a course and to support their application Recording information onto the CRM system and updating colleagues Providing information to candidates based on an extensive knowledge of Henley s portfolio Assessment Reviewing candidate CVs and providing recommendations to Programme Recruitment Managers Developing rapport with candidates over the phone to provide insight into their suitability Establishing application information and working with the CRM team to ensure information is updated Identifying talented candidates for scholarships and bursaries and working closely with the scholarships coordinator Maintaining effective communications with prospects in conjunction with the wider Recruitment Marketing team Review and optimise systems and processes and establish KPIs and reporting Recruitment Support Supporting B2C and B2B recruitment on to the MBA and other programmes as required. This is a small team and so flexibility is required. You will be required to cover for colleagues during their absence and support the recruitment onto various programmes during busy periods. Playing a key role in representing Henley and its wide portfolio of offerings. You will be expected to support colleagues in other programme areas and or regions Supporting Programme Recruitment Managers to develop and manage the sales pipeline and play a key role in the conversion of leads University of Reading 2015 Thursday, 03 September 2015 Page 2

3 Ensuring enquirers are promptly signposted to the relevant business school team/individual to receive further specific information. Developing and analysing reports to ensure and demonstrating the success of recruitment marketing activity. Supporting the Head of Recruitment Marketing by quickly identifying and following up on potential cross-selling opportunities across programme areas. Ensuring all funds associated with recruitment activities are utilised effectively by tracking and overseeing the allocated budget Assisting in the delivery of a detailed communications plan, designed to inform prospective students and companies of the benefits of studying at Henley Business School Supporting the conversion of enquirers to applicants and from applicants to enrolments. Typical work activities in this role Communication & Relationships Ensure regular liaison and communication with colleagues in other departments or schools and help build good working relationships with representatives of other bodies and organisations. Maintain and develop a network of contacts, which may be both internal and external to the University, to share information. Draft procedural documentation and reports. Contribute to the development and delivery of staff and student training for calling campaigns Participate in networks and working groups and attend relevant meetings, both internally and externally, as requested by manager. Participate in appropriate external networks to share information and ideas. Co-ordinate and communicate activities within the school or across the University. Teamwork & People Management As an experienced team member, you will provide advice to colleagues, or other areas of the University Recognised as the main point of contact for following up leads, contacting enquirers by phone and assessing and filtering prospects. Take responsibility for allocating and prioritising your work and performing to targets Communicate regularly and effectively with team members, ensuring they are clear about changing work priorities, service expectations, departmental or school objectives. Service Delivery Deliver telemarketing and telesales services advising, assisting and assessing prospective students, particularly for MBA programmes. Identify additional service requirements or service shortfalls. Generate original ideas and solutions to maximise service quality and efficiency. Contribute to policy and service development for the pre-application phase of the MBA journey Ensure quality service standards are met and maintained. University of Reading 2015 Thursday, 03 September 2015 Page 3

4 Planning and Organising Plan and prioritise own work activities for the short-,and medium-term, adjusting priorities as appropriate to manage nonstandard work requests. Plan and manage short-term projects and contribute to longer-term, or Universitywide projects as part of a project team. Contribute to resource planning and ensure that finances are appropriately monitored. Analysis and Problem Solving Prepare and analyse management information, including financial reports and project plans, recommending action where appropriate. Perform analysis and manipulation of data, highlighting any issues for further investigation. Research, collate, organise and edit material for inclusion in reports/documents. Act as a filter for issues/problems referred to manager to provide support and problem resolution. Assess situations, identify and test solutions and contribute to the development of new systems, processes or policies. Supervision received Reporting to the Head of Recruitment Marketing who provides direction, support, guidance and line management. Supervision given No line management but you will supervise a scholarships administrator Other activities The post-holder will undertake other appropriate activities and projects that may be allocated by the Head of Recruitment Marketing. Some of these activities may take place over a weekend, early and evenings and there may be a requirement to travel overseas for international student recruitment events. The successful applicant must be flexible in supporting weekend, evening and overseas working when required. Contact Enquirers and applicants across Henley Business School s programme areas. Henley Business School Recruitment, Marketing and other Business School teams. Heads of Schools, various Programme Directors and other academic staff. The Heads of Pre-Experience Postgraduate and Undergraduate Programmes. Pre-Experience Postgraduate and Undergraduate Programme Area Managers. Reading International Office and Insurance Office. Terms and conditions This is a permanent full-time post, though part-time working and/or job sharing would be consisered. The role will be based at Whiteknights but regular travel to Greenlands may be required. There are no specified hours of work and the post holder will be expected to work the hours that are required to fulfil the role. This will include some out of hours and weekend working to support events or attend meetings. The role may also include International travel as appropriate to attend recruitment events. This document outlines the duties required for the time being of the post to indicate the level of responsibility. It is not a comprehensive or exhaustive list and the line manager may vary duties from time to time which do not change the general character of the job or the level of responsibility entailed. University of Reading 2015 Thursday, 03 September 2015 Page 4

5 Person Specification Job Title: Programme Recruitment Manager Faculty: Henley Business School Criteria Essential Desirable Skills Required Ability to deliver telemarketing and telesales services advising, assisting and assessing prospective students, particularly for MBA programmes. Plan and prioritise own work activities Plan and manage short-term projects and contribute to longer-term, or University-wide projects as part of a project team Strong verbal and written communication skills and the ability to communicate regularly and effectively with a range of stakeholders Strong interpersonal skills with the ability to build and maintain effective relationships with a range of internal and external stakeholders Excellent telephone manner and ability to build rapport with clients and prospects on the phone. Effective influencing and negotiation skills, including sales skills. Ability to set up and maintain effective systems and procedures Attention to detail and high level of accuracy and methodical working Exceptional organisational and planning skills and the ability to prioritise and complete multiple tasks to agreed timescales Plan and manage short-term projects and contribute to longer-term, or University-wide projects as part of a project team Ability to use own initiative and take proactive actions to resolve problems Ability to assess situations, identify and test solutions and contribute to the development of new systems, processes or policies. University of Reading 2015 Thursday, 03 September 2015 Page 5 Sales experience to seniorlevel business professionals from varied, diverging and demanding international and cultural backgrounds Experience of successfully utilizing and managing a CRM system to improve sales functionality

6 Contribute to policy and service development for the pre-application phase of the MBA journey Ensure quality service standards are met and maintained Attainment Educated to degree level or equivalent Educated to a degree level or equivalent in the field of marketing. Knowledge Strong understanding of Microsoft Office applications Word, Excel, Outlook, PowerPoint Understanding of the professional, legal, regulatory and policy requirements relevant to the role. An understanding of administrative requirements in the Higher Education sector Knowledge of current customer management practices Working towards a relevant postgraduate or professional qualification level e.g. CIM, CIPD. Relevant Experience Personal Attributes Strong sales and/or telesales/ telemarketing/call centre experience from within a service environment or sector Experience of working in a sales role and evidence of providing a high quality service and achieving targets Significant experience in working with minimal supervision Experience of building effective relationships with a diverse range of people Experience of organising events and/or workshops Supervisory or management experience Confidence to make outbound calls and conduct calls and interviews with senior business executives Resilient and persistent Outgoing personality and comfortable spending long periods on the telephone Recognises high standards of customer-focused service delivery Creative problem solver, patient, friendly and welcoming manner Commitment to the values of the University Experience of working in an international student recruitment capacity for a further education provider Previous recruitment experience Remains calm under pressure Comfortable dealing with a diverse, mature mix of customers University of Reading 2015 Thursday, 03 September 2015 Page 6

7 Other Recognised as the main point of contact for following up leads, contacting enquirers by phone and assessing and filtering prospects As an experienced team member, you will providing advice to colleagues, or other areas of the University Willingness to spend sustained periods making phone calls and working in a telesales capacity. Willingness to work outside of normal hours to cover events and travel to /attend meetings (including weekends and evenings / early mornings ) Willingness to travel regularly, including overseas Strong cultural understanding when working internationally University of Reading 2015 Thursday, 03 September 2015 Page 7

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