Manager, Educational / Admissions Counselling (US/Canada) at IDP Education Ltd

POSITION PURPOSE
The Senior Education Counsellor is responsible for providing information, advice, support, and processing of applications for international students seeking placement in educational institutions in Nigeria by promoting IDP products and services directly to students. The Education Counsellor is also responsible for supporting the achievement of office/country sales performance targets. The counselor will also provide support and referral for students with issues other than placement, ultimately ensuring the delivery of outstanding customer service.

Key Responsibilities

• Student counselling
• Delivering results
• Business development
• Customer service
• Client relationships
• Teamwork
• Communication

Student Counselling

• Counsel prospective students to identify appropriate study options including suitable courses and institutions.
• Schedule and conduct phone discussions and office meetings to accurately convey course/program information whilst ensuring that each student’s needs are being met. This includes advising students with respect to admission requirements, processes and qualification options.
• Assist students in determining an appropriate shortlist of applications to submit, thereby ensuring effective use of counselling time.
• Support the student through the admissions, visa, and pre-departure processes.
• Develop and maintain strong relationships with students and their families to ensure that IDP is regarded as a highly professional and trusted service provider.
• Maintain the highest level of integrity and ethics in every interaction with students and their families, clients and colleagues.

Delivering Results

• Deliver consistently outstanding service to ensure a high number of students are converted to the next stage of the student pipeline, ultimately submitting applications to education institutions and accepting the resulting offers.
• Identify opportunities to generate leads and effectively leverage these opportunities. e.g., determine the prospective schools, universities, companies, and scholarship bodies where new leads can be derived and established effective relationships with them.
• CRM system is used to support the end-to-end counselling process including the capture and follow-up of all leads and opportunities to close sales.

Business Development

• Identify new business opportunities in consultation with the Office Manager.
• Maintain regular contact and activities with key accounts (schools, scholarship bodies).

Customer Service

• Act with the highest level of accountability with students, clients, and colleagues.
• Respond to face-to-face enquiries, and enquiries via phone and email in a timely manner, with accurate and relevant information.
• Process and submit applications to institution, obtain offers and facilitate enrolments in a timely manner.
• Build effective relationships with education institution staff to support timely application processing.
• Assist students with on-arrival issues or and refer to appropriate agencies where necessary.
• Build strong relationships with network counsellors to enable ongoing support of students onshore.

Client Relationships

• Attend client briefings, workshops and visit to institutions to support the development of knowledge of institutions and establish relationships with key contacts.
• Work with Office Manager and institution representatives in order to develop strategies and effectively promote institutions.
• Act with integrity and professionalism in all interactions with client representatives.

Teamwork

• Support Office Manager / Marketing Team in the organization of major promotional events such as interview programs, in-house interview sessions and exhibitions, and other activities as required.
• Provide input on marketing or promotional activities to encourage student numbers.
• Promote IDP through activities such as institution visits, seminars, exhibitions, student associations, etc.
• Assist in the identification of opportunities and threats within the local market.
• Attend, lead and participate in office level meetings and activities to support sharing of information, knowledge, and expertise for the benefit of the team as a whole.
• Identify and leverage opportunities to increase cooperation, efficiency, and operational effectiveness between IDP’s student placement and IELTS operations.

Communication

• Follow up effectively with students and institutions to ensure enrolment activities are completed effectively.
• Use full range of available communication channels including email, telephone, and CRM communication features such as SMS and tasks.
• Effectively present relevant information to students, clients and other key stakeholders as required.
• Provide regular updates to line manager to inform them the progress, challenges and / or support that may be required.

REQUIREMENTS TO SUCCEED IN THIS ROLE

• BSc/M.Sc. Degree from a reputable university.
• 4 years' experience working in educational consultancy or counselling preferably Canada.
• Strong IT skills – Microsoft Office suite, CRM systems
• Experience of working in a sales driven environment with a strong focus on achieving individual and team-based targets
• Knowledge of education institutions, admission processes, immigration requirements and their international operations
• Outstanding communication skills and able to communicate effectively with different stakeholders with varying needs (students, parents, institution representatives, colleagues, etc.)
• Excellent planning and organising skills with the ability to manage multiple competing priorities.
• Customer focused, with a passion for providing outstanding service.
• Highly effective relationship building and relationship management skills.
• Effective team worker, supporting colleagues and contributing positively to overall team’s success.
• Ability to proactively identify, analyse and solve problems effectively.
• Sound judgement, ability to make decisions, and act with integrity in the best interests of IDP.