JOB DESCRIPTION
Overall purpose
The purpose of this role is to provide effective and timely support to students by managing enquiries and cases through the CRM system, ensuring a high standard of student service and communication. The role is responsible for coordinating with internal departments, monitoring case progress, maintaining accurate records, and ensuring all student cases are resolved efficiently within agreed service timelines to support a positive student experience.
Specific duties and responsibilities
- Manage and handle student cases and enquiries through the CRM system, ensuring timely and professional resolution.
- Coordinate with relevant academic and operational departments to ensure effective handling and closure of student cases.
- Monitor, track, and follow up on pending cases regularly to ensure cases progress within agreed timelines and SLA requirements.
- Maintain accurate and up-to-date case records, including student details, case titles, communication history, actions taken, and resolution outcomes within the CRM system.
- Ensure all cases are responded to and resolved within defined service timelines, escalating urgent or critical matters to the appropriate teams where necessary.
- Maintain clear and professional communication between students and internal departments to support effective case resolution and positive student experience.
- Ensure no case remains in “In Progress” status beyond the agreed operational timeline without appropriate follow-up or escalation.
- Provide regular updates and follow-up communication to students until cases are fully resolved and closed.
- Ensure accurate documentation, proper record management, and timely closure of all student cases in line with institutional procedures.
- Where students do not respond after 3–4 follow-up reminders, issue a final closure communication and close the case after 5 working days in accordance with operational guidelines.
Person specification Qualifications and Experience
- A degree or equivalent professional experience in higher education, student services or academic support.
- Proven experience in providing high-level administrative support within a higher education setting, including data management, process coordination, and system maintenance (e.g., Unite, student records, or CRM platforms).
Skills and Knowledge
- Strong administrative and organizational skills, with attention to detail in managing data.
- Proficiency in using student management systems (e.g., Unite, CRM) and Microsoft Office applications.
- Effective communication and teamwork skills, with the ability to liaise confidently with staff and students.
Digital and Technical Proficiency