CRM Operations Officer

• 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 34 follow-up reminders issue a final closure communication and close the case after 5 working days in accordance with operational guidelines.

• • 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).

• • 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.

• • Proficiency in Microsoft Office & CRM.
  • Experience with digital tools that enhance student tracking communication and performance management.

Compliance Statement

Successful applicants will be required to complete pre-employment checks including a criminal records check two references ID and Right to Work verification and education confirmation. We are an equal opportunity employer and value diversity and inclusion selection for employment is based solely on an individuals skills qualifications and experience relevant to the role.