Enrolment Advisor

Role:Enrolment Advisor (Online Programmes)

Grade and Salary: Gradeper annum

FTE and working pattern: 1 FTE 35hrs per week Monday Friday

Holiday Entitlement: 28 days annual leaveplus 9 buildings closed days (and Christmas Eve when it falls on a weekday)

Purpose of Role

TheEnrolment Advisor (Online Programmes) will play a key role in an ambitious and growing HeriotWatt Online Recruitment team. The Enrolment Advisor (EA) will be responsible for attracting converting and reengaging students on our online postgraduate programmes.

The successful candidate will be dedicated to providing excellent customer service to prospective students. They will work to support and encourage a prospect onto the correct programme of study to meet their personal and career goals.

Playing an instrumental role in the prospect journey the Enrolment Advisor will be target driven with an extensive knowledge of the HeriotWatt online portfolio. The successful candidate will have excellent interpersonal skills and be able to confidently communicate with prospects academics and other internal stakeholders. A natural ability to build and nurture positive relationships is essential to this role.

Key Duties & Responsibilities

You will be part of a dynamic team dedicated to providing excellent customer and user experience for students.

Main duties include but are not limited to:

Prospect conversion relationship building & enquiry management

• Act as the first point of contact for potential students providing information and advice about our online postgraduate programmes.
• Manage a high volume of inquiries from prospective students through multiple channels including email phone and live chat.
• Build rapport with potential students and engage with them to understand their needs and goals providing personalised guidance and support to help them make an informed decision about their study options.
• Recruit and enrol prospective students into programmes of study beneficial to the students career objectives and academic needs utilising sales and marketing techniques.
• Supporting a wide range of activities related to prospect conversion and engagement including webinars 1:2:1 calls information sessions social media and student group meetings.
• Utilize creative problemsolving skills to overcome any obstacles while guiding potential students through our course enrolment process.
• Nurture prospects to follow up with their intent to enrol.
• Collaborate with a range of stakeholders and teams to ensure a smooth and efficient enrolment process for students.
• Develop and maintain an excellent knowledge of our online postgraduate programmes enrolment process requirements and content staying up to date on changes and updates to courses regulations and any other relevant information.
• Meet or exceed enrolment targets and KPIs set for online programmes.
• Maintain excellent customer service and a positive working attitude and collaborate with various teams and stakeholders to ensure a seamless enrolment process for students.
• Work with a diverse range of prospective students from all over the world.
• Build an understanding of the sales cycles and level of intent and quality of prospects to feed into wider recruitment strategies.
• Be able to clearly demonstrate HeriotWatts value add and differentiation in the market highlighting the Universities USPs and programmes benefits.
• Host information sessions and webinars with academics and other professional services staff to provide indepth programme information to prospective students.
• Introduce new students to their personal Student Success Advisor and ensure a smooth handover onboarding and feedback process.
• Reengage current students or inactive students to ensure repeat/ongoing course purchases.

Data Management and systems

• Use CRM systems to manage the prospective student pipeline.
• Meet predefined monthly conversion targets.
• Contribute to and support HTML template production direct mail web chat webinars social media facetoface meetings and bulk SMS messaging to deliver successful multichannel marketing strategies.
• Ensure attention to detail to ensure accurate persona building for future segmentation and conversion activity.
• Tracking and improving touchpoints to sale.

Reporting

• Review and maintain a repository of frequently asked questions ensuring that these are always up to date.
• Provide weekly and monthly updates on prospect conversion activity and progress to targets.
• Recognise patterns in customer behaviour to constantly improve and reshape our offering to meet market and student needs.

Other

• Problem solve when faced with critical situations determining when escalation is required.
• Represent the student in internal meetings.
• Work alongside the marketing recruitment and admissions team to support growth.
• Undertake any other duties as may reasonably be required by the Online Team and support on ad hoc projects as and when required.
• Deal with matters with tact and discretion maintaining confidentiality where required.

Essential & Desirable Criteria

Essential

1. Educated to a degree level.
2. Excellent literacy and numeracy skills.
3. Experience in a marketing student recruitment sales or a customer service role.
4. Competent in the use of relevant IT packages including Microsoft Excel Word and Outlook.
5. Excellent interpersonal and communication skills.
6. Demonstrable professional and proactive approach.
7. Evidence of excellent attention to detail.
8. Appreciation of working with confidential information.
9. Demonstrable ability to work quickly flexibly and accurately in a dynamic changing and pressured environment.
10. Demonstrable experience providing excellent customer service.
11. A goalorientated approach to work.
12. The ability to handle multiple priorities.
13. Ability to work effectively both independently and as part of a team.

Desirable

1. Experience working in online education higher education or education technology.
2. Understanding and knowledge of international education markets.
3. Demonstrable experience working with diverse and international colleagues and audiences.
4. Experience of working with databases i.e. Student Records CRM systems and email tools.
5. Demonstrable experience working in a metricsdriven environment.
6. Experience of enquiry management systems.

How to Apply

Applications can be submitted up to midnight(UK time)on Wednesday 11^th June 2025.

Pleasesubmit your CV & covering letter via the HeriotWatt online recruitment.

We welcome and will consider flexible working patterns e.g. parttime working and job share options.

HeriotWattUniversity is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected trained promoted appraised and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all.

HeriotWattUniversity values diversity across our university community and welcomes applications from all sectors of society particularly from underrepresented groups. For more information please see our website also our awardwinning work in Disability Inclusive Science Careers our total rewards calculator: see the value of benefits provided by HeriotWatt University.

About HeriotWatt University

At HeriotWatt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team.

Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with wellbeing and inclusiveness at the heart of our global community.