POSITION TITLE: Future Student Advisor (Front of House) SCHOOL/OFFICE: The Office of Student Recruitment

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1 POSITION DESCRIPTION POSITION TITLE: Future Student Advisor (Front of House) SCHOOL/OFFICE: The Office of Student Recruitment CLASSIFICATION LEVEL: Bond Level 4 DATE POSITION CLASSIFIED/UPDATED: June 2016 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 Student Recruitment provides administrative support and advice to prospective students and incorporates the key functions of recruitment within the University. The Office of Future Students (OFS) within the Office of Student Recruitment is primarily the first point of contact for a prospective student with the University as it houses the central switchboard for the University and the enquiry centre for Future Students. This position of Future Student Advisor (Front of House) will assist in driving recruitment for the University with a strong focus on stakeholder engagement, sales and service to increase the conversion rate for leads to applications ready for assessment and then for conversation from acceptance of offers to enrolment. This position will also primarily be tasked with reception and switchboard duties. The Future Student Advisor (Front of House) will provide administrative support surrounding recruitment activity; including data entry of applications, switchboard management and client support through the successful day to day management of the reception area as well as customer relationship management of future students through their decision-making process leading to enrolment at Bond University. As an integral member of the wider recruitment team, Future Student Advisors (Front of House) will be required to possess strong customer service and sales skills, confidence and impact, an innate drive to achieve professionally, be adaptable, resilient and able to work under pressure. Future Students Advisors will require the following skillset: Confident handling of direct telephone, and social media enquiries from future students; Confident and professional handling of the university s main switchboard phone lines; Accurate program advice; Counselling on future student leads and applications to ensure Bond University s admissions requirements have been met and that the appropriate program preference has been selected; Focused sales efforts to meet recruitment targets; Managing and qualifying all applications ready for review and assessment by the Office of Admissions; A proactive approach to delivering outcomes; The ability to work as part of a successful team including working within the Bond POD structure encompassing Future Student Advisors, International Regional Managers (onshore and offshore) and Managers, Schools and Communities; A passion to clearly articulate the value of the Bond University brand.

2 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 Manager, Future Students, and has no direct reports. Manager, Future Students Future Student Advisor (Front of House) SELECTION CRITERIA: A Bachelor s degree in a relevant discipline or equivalent sales and/or marketing experience; 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 sales skills with a proven ability to meet targets; Strong communication skills and inter-personal skills, both verbal and written; Demonstrated skills across a range of computer applications including Microsoft CRM, , telephone, 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: Understanding of Australian national markets and high-school assessment systems; Higher education product knowledge and associated admissions procedures and the ability to learn and communicate the point-of-difference at Bond University; Direct marketing experience within the service industry; A passion for marketing and student recruitment; Understanding of nurture marketing and student recruitment life-cycles; Desire to develop domestic and international markets in conjunction with University recruitment practice; Working knowledge of a second language would be desirable.

3 COMPETENCY: Demonstrated understanding of Bond University s Operations and Core Objectives Sales & Marketing Customer Service RESPONSIBILITY: Understand the university s value proposition, business, interdepartmental dependencies, as well as the Bond University culture Provide premium service to future students, as well as all other internal and external stakeholders. Strong sales skills in lead conversion and delivering a premium brand strategy Assist International Regional Managers (IRMs) and Managers, Schools and Communities (MSCs) in the delivery of regional strategies and activities where required Delivery of Marketing Campaigns through ClickDimensions when required to support digital and direct marketing campaigns Keeping abreast of competitor activity and developing tactics that can be engaged to increase the lead pipeline. Provide high quality administration support including responding to telephone and enquiries in a professional and accurate manner to ensure that a strong customer focus is maintained Build and maintain positive relationships with all internal and external stakeholders Demonstrate exceptional customer service at all times. PERFORMANCE INDICATORS: Understand and adhere to all approved business Adherence to the Bond University Recruitment Strategy Successful delivery of campaigns. 24-hour turnaround times for response to enquiries and escalating issues as appropriate. Consistently demonstrate premium levels of service to all future students, internal and external stakeholders Enquiry and lead management Applications Management Maintain up-to-date records for all leads and track all inbound and outbound communication within the Bond University CRM system Engage with prospective students and their families to respond to enquiries and resolve issues including Study Proactively manage and engage with all hot leads to facilitate conversion to an application. Manage the student application process from submission to complete for Admissions assessment including Study Data entry of paper based applications into the online application form Data quality review, validation of application and pre-assessment before sending to Admissions including Study Maintain accurate CRM and Student One records Respond to all enquiries within 24 hours Utilise CRM activities to manage ongoing student counselling. Respond to application enquiries within 24-hour s Prevent applications being returned by Admissions by ensuring that comprehensive data quality checks are completed in accordance with documented business

4 Program Advice Knowledge and Technical Skills Learning and Development Liaison with applicant and/or agent if appropriate, for outstanding information or documentation Liaising with IRMs and MSCs for counselling of applicants when required Answer the applications phone line to assist students and agents with questions regarding the applications process Verification of TOEFL/IELTS results via respective online website for Study Ensure the provision, of accurate advice to Future Students including: - academic programs - scholarships - articulation arrangements - University policy and practices regarding credit /exemption applications - professional accreditation requirements Ensure international student applications are in accordance with the Genuine Temporary Entrant requirements of their student VISA and as required by the Department of Immigration and Border Protection (DIBP). Expertly use CRM for all reporting, lead capture, contact management, follow-up and communication in accordance with approved business Expertly use CRM to create advanced finds for conversion campaign management and the creation of marketing lists Expertly use Click Dimensions to create templates and sends. Expertly use CRM for Made Offer and Admitted Not Enrolled follow-up campaigns Proficient use of Student One. Attend all required training sessions Identify opportunities, make recommendations and in conjunction with your team and with guidance from your Manager, implement improvements to, systems, and work practices Actively participate in change management activities, including engaging constructively with your team. Contact IRM or MSC within 24 hours if further counselling of applicants is required. Provision of information is timely and accurate Ensure all advice to international students is compliant with Federal Legislation and complex issues are discussed and /or escalated to International Regional Managers. Use of CRM to manage conversion activities in accordance with agreed business Use Click Dimension to send EDMs Use Student One as required. Successfully complete all required training Bring identified opportunities for improvement to the attention of your Manager Demonstrate positive engagement with your team and Manager.

5 Understanding of Quality Assurance 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. Demonstrate behaviour and outcomes consistent with the Bond University Strategic Plan Understanding of Cultural Sensitivity 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 required to attend a cultural sensitivity workshop to further enhance and develop cultural awareness and cultural sensitivity skills. Successfully complete the Cultural Sensitivity workshop Consistently demonstrate cultural sensitivity in accordance with workshop and general professional practices. 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. Position Held by: Signed: Date: