Enrolment Support Officer – Africa at INTO University Partnerships
INTO University Partnerships – Since 2005, we’ve worked with universities to transform their international student recruitment and deliver exceptional study experiences alongside employability skills. We’ve helped more than 130,000 students from 190 countries on their journey towards their future career.
- Enrolment Support sits within our Regional Office and plays a pivotal role in providing exceptional customer service and guidance to our Channel Partners, including counselling through each step of the offer to enrolment journey. Predominately sales focused, key goals of this role include:
- Increasing student confirmations and enrolments,
- Being the main point of contact across their regional remit and liaising with key stakeholders on all things conversion from offer to enrolment, and
- Increasing revenue from secondary spend services and products.
- Using online sales tools and reporting platforms, Enrolment Support staff will execute centrally- and regionally-led conversion strategies while also providing market insights and feedback to help inform future product, proposition, and marketing efforts.
Be the main point of contact for agents, students, and parents through each step of the enrolment journey from offer to enrolment.
Assist with the coordination of both online and in-person conversion activities within set geographical remit.
Coordinate and identify opportunities to engage center/university and product specialists to execute conversion activities both online and in-person.
Focus on excellence and ongoing learning, in areas of sales skills, INTO product (programme, university partners, and immigration) and application processing knowledge, and culturally appropriate outstanding customer service.
Coordinate centrally-led post-confirmation initiatives, including but not limited to: visa support, payment confirmation, accommodation booking and student engagement calls.
Coordinate and execute marketing and conversion strategies.
Contribute to the development and enhancement of relevant processes and systems.
Present a professional and positive image of INTO at all times.
Sales:
Optimise student conversion rates from offer stage to enrolment.
Use persuasive selling techniques, and appropriate use of marketing and sales tools, including scholarships and discounts, to encourage students to confirm their offer and enrol at an INTO centre or partner university.
Assist students who do not meet entry requirements and/or conditions of their offer to find alternative suitable study plans.
Attend to customer queries and complaints in a timely manner.
Use multi-channel messaging platforms to respond to customer enquiries within agreed timescales.
Assist in executing the marketing and recruitment strategy and ongoing communication plan
Increase revenue from ancillary spend services including accommodation, airport pick-ups and other INTO products.
Understand current immigration legislation and provide accurate information to students regarding the visa process to minimise visa refusal rates.
Use CRM, PowerBI and offline reports to identify performance shortfalls.
Collaboration:
Build and maintain effective working relationships with key stakeholders both externally and internally.
Work in tandem with the in-market and central teams to understand and execute market strategies and initiatives.
Communicate effectively to build and manage relationships with peers, senior managers, university stakeholders, parents and students from a range of linguistic, ethnic and cultural backgrounds.
Work with Marketing team to identify and enhance marketing materials both online and print, tailored to the needs of the market to optimise conversion efforts.
Liaise with the Visa Support Services (UK) and PASS (US) teams to understand processes, compliance issues and provide feedback on market intelligence.
Data & Insights:
Provide regular reporting by capturing application updates through the CRM system.
Identify and report back on recruitment and conversion patterns, providing feedback as and when required.
Identify reasons for, and suggest ideas/strategies to mitigate against, students cancelling their study plans post confirmation, pre-enrolment (known as MELT).
Identify destinations and outcomes of students who do not enrol with INTO and our partners, to help inform future product, proposition and marketing efforts.
Maintain an outstanding attention to detail and responsibility for the quality of data entered on all systems.
Proactively identify issues or opportunities and put forward ideas to improve business performance.
Note: The job title does not define or limit your duties and you may be required to carry out other work within your abilities from time to time at our request. We reserve the right to introduce changes in line with technological developments which may impact upon your job duties or methods of working.
References will be followed up;
All gaps in CVs must be explained satisfactorily;
Proof of identity and (where applicable) qualifications will be required;
Reference requests will ask specifically whether there is any reason that they should not be engaged in situations where they have responsibility for, or substantial access to, persons under 18;
Appropriate suitability checks will be required prior to confirmation of appointment.
This role may meet the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974. If so, all applicants who are offered employment will be subject to a Disclosure and Barring Serviced check before the appointment is confirmed. This will include details of cautions, reprimands or final warnings as well as convictions.
Person Specification
Legal Status:
Legal right to work in the region.
Education / Qualifications:
Essential:
Undergraduate Degree or equivalent.
Desirable:
Ability to speak to students in French, Portuguese, or other relevant languages.
Experience / Skills:
Essential:
2 – 3 years progressive sales experience preferably in fast-paced companies (e-commerce, technology/SaaS), ability to meet targets under pressure.
Excellent verbal and written communication skills in both English and Arabic.
Extremely high attention to detail and data accuracy.
Strong IT skills and knowledge of key Microsoft packages (Excel, Word, PowerPoint).
Ability to communicate clearly and effectively to international students.
Experience of dealing with challenging customers and stakeholders.
The ability to prioritise, meet deadlines and work under pressure.
Flexibility and willingness to undertake and learn new tasks.
Good team player.
Ability to respond to seasonal fluctuations in workload given the nature of the business.
Excellent conflict resolution and interpersonal skills and ability to build lasting relationships with clients.
Exceptional organization skills and a strong work ethic.
Desirable:
Experience of working in a busy HE admissions department, student recruitment and/or ed tech environments.
Experience of the higher education and English language market.
Understanding of US, Australia & UK education systems and visa requirements.
Understanding of international student needs.
Experience of working in student admissions or student services and delivering a good customer service.
Prior experience of CRM systems – ideally Salesforce.
Experience of working in a sales environment and of achieving and exceeding targets.
Interested and qualified candidates should send their CV and Cover letter explaining why you feel you are well suited for this role to “Savannah Thomas”: HQ.career@intoglobal.com using the Job Title as the subject of the mail.