Main Function of Job:
The Switchboard Assistant is responsible for providing an excellent and seamless customer
service to all enquirers.
The Switchboard Assistant is often the first point of contact that an enquirer will have with
the university, so knowledge, enthusiasm, a very clear commitment to help and inform and
above all professionalism, are pre-requisites for this role.
Specific Responsibilities:
Switchboard
• Be the main point of contact for phone enquiries to the University.
• Signpost enquirers to appropriate points of contact across the University.
• Ensure excellent and speedy customer service delivery.
• Feedback customer insight via the Switchboard Team Leader to the Head of
Admissions.
• Update telephone contact lists for use within the Admissions Team.
• Involve in IT projects to assist with requirements and testing
Scholarships
• Day to day administration of scholarship schemes, delivering against KPI’s set by the
Head of Admissions and Switchboard Team Leader including but not restricted to;
responding to initial scholarships enquiries, managing correspondence with students
regarding the scholarship application links, managing the scholarships database,
sending out essay questions, assessing applications for extra time.
• Feedback scholarship market intelligence from applicants who have received or been
made aware of competitor awards via the Switchboard Team Leader to the Head of
Admissions.
• Involvement in IT projects to assist with requirements and testing
Admissions Administrative Support
• Work proactively within the Admissions Team to ensure overall team objectives are
achieved.
• Provide students with requested letters such as those confirming they will be
completing their studies with the University.
• Answer basic applicant queries as directed
• Manage email allocation to Admissions staff as directed
• Request further information to support student applications, documenting this on the
database and preparing/updating student records for admissions review as directed
• Maintain a thorough knowledge of all products offered.
• Develop a thorough understanding of enquiry, application and student record
systems, liaising with the Admissions Managers and Admissions Support Team
Leader on recommendations for development of these systems.
• Additional admissions-related tasks as directed by the Admissions Managers
In addition to the responsibilities listed above, the job holder may be required to perform other
duties as assigned by the Director of Admissions, Access & Participation and members of
Admissions from time to time.
The job holder has a duty to take reasonable care for the health and safety of themselves
and of other persons with whom they come into contact at work. The job holder also has a
duty to co-operate with the University in complying with any statutory duty or requirement
concerning health and safety at work.
In particular, they must familiarise themselves with the Health and Safety Policy and its safety and fire procedures.
This job description is to be read in conjunction with the relevant Roles and Responsibilities
Career Level document.
This job description is correct at November 2019. It may vary in consultation with the post
holder to reflect changes within the market place, in Admissions and the University
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