Enrolment Support Officer at INTO

Context

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.

Accountabilities

• 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.
• 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.
• 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).

We offer flexible working, not just through these uncertain times but indefinitely. We are based in Lagos, Nigeria.