Head of Student Enquiries

2 weeks ago


University of Warwick, United Kingdom University of Warwick Full time

Permanent position, 1.0 FTE.

The Head of Student Enquiries will manage a growing contact centre, designed to handle the majority of high-volume but low-complexity enquiries we receive from prospective, current, and former students. Their service will then manage hand-offs to expert teams for more complex enquiries, ensuring responses are delivered accurately and at suitable pace.

During an initial two-years of change, the postholder will manage the onboarding of new student-focused teams to the contact centre, considering the technological and organisational impact of any additions. It is then expected that the service will transition to a business-as-usual home in the organisation with a continuous improvement brief.

Interview Date: 6 and 7 February 2023.

**JOB PURPOSE**

An expert in customer service, the postholder will design, lead, maintain and continuously improve the enquiry management strategy and service for prospective, current and former students; co-ordinating relevant teams, processes and technology. They will be responsible for setting and managing performance targets (both Key Performance Indicators and Service Level Agreements) for enquiries and working in a matrix with business leads to mitigate any performance issues across departments. The role will define the strategy and plan to onboard teams in the university to benefit from the enquiry management solutions and processes established. The role will also champion continuous improvement by monitoring data and feedback from users.

**DUTIES & RESPONSIBILITIES**

**Ownership of the Student Enquiry Management Service**
- Defining and maintaining a service-focused Student Enquiry Management strategy, setting the gold standard for customer services at Warwick
- Day-to-day leadership of the central Student Enquiry Management Service, championing the benefits of onboarding to other services and representing the service to senior leadership
- Act as ‘senior user’ of the CRM technological solution being deployed to support enquiry management; acting as the key point of contact for process and technology work in this area
- Ensuring end user and team satisfaction with the service provided.

**Contact Centre Service - Leadership and Strategic Planning**
- Strategic direction and line management of the Contact Centre Manager and through them the Contact Centre
- Service design and planning the growth of the Contact Centre, defining staff needs
- Creation and management of all Service Level Agreements and Key Performance Indicators on enquiry management (including where enquiries are handed off to expert teams)

**Stakeholder Management and Reporting**
- Management of reporting on enquiries to all relevant stakeholders
- Establish and develop effective working relationships across the University at a strategic level



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