Job Introduction
Enrolment Manager
Here at BPP Education Group our wonderful Customer Experience team ensure that every student receives a service that is responsive, supportive, and consistently excellent.
An opportunity has arisen for a customer centric and collaborative individual to join the team as an Enrolment Manager. You will be responsible for leading a team of enrolment and international arrivals officers to delivery a welcoming, customer focused experience for new students.
What if you read the description and don't meet every single requirement? We encourage you to apply anyway - we value diverse backgrounds and are committed to inclusivity!
Why work for BPP Education Group?
It is a great time to join BPP Education Group as we have enjoyed a sustained period of growth, offering a wealth of opportunities to our staff, students and clients. There are many more great reasons to join BPP Education Group such as:
- Brilliantly, you can study any of BPP’s courses for free – be it a professional qualification or full degree.
- With hybrid working available, you’ll be able to split your time between one of our centres and wherever you choose to call home.
- We also provide a generous annual leave entitlement of 30 days, and there’s a rewards package that includes retail discounts and much more.
Other key benefits include our Group Personal Pension Plan, dedicated private healthcare and dental plans that offer additional assurance to look after you and your family
What you’ll be doing
In this role you will lead a team of enrolment and international arrivals officers to deliver a welcoming, customer-focused experience for new students. You’ll ensure students are effectively tracked, all enrolment documentation is complete, and processes are fit for purpose. You’ll also support team development, fostering skills and talent to align with succession planning goals.
As such, you will be responsible for:
- Manage resource deployment across the site to ensure adequate cover and smooth operations.
- Work with Facilities and IT to ensure enrolment spaces and equipment (e.g., ID card printers) are functional and well-equipped.
- Ensure new students receive a welcoming and positive onboarding experience, including enrolment and orientation.
- Manage arrivals information and ensure schools are kept up to date with student data.
- Ensure students feel the “wow factor” on-site by maintaining up-to-date displays, posters, and signage.
- Resolve escalated student concerns to ensure satisfaction and timely problem resolution.
- Review the impact of visa refusals or border stops, ensuring appropriate support and accurate record updates.
- Manage students unable to arrive on time, coordinating extensions or deferrals as needed.
- Build and maintain strong relationships with key BPP operational and service teams.
- Oversee front-line employees to achieve departmental objectives related to SLAs, student satisfaction, quality, and customer service.
- Proactively manage team performance, Conduct regular 1:1s, half-yearly, and annual appraisals, ensuring individual objectives align with departmental and business goals.
- Provide accurate and timely reporting to management and stakeholders.
- Review and enhance team KPIs and SLAs to drive continuous improvement.
What we’re looking for
To be successful in this role you will need to have a proven track record in the following areas:
SKILLS, EXPERIENCE & QUALIFICATIONS REQUIRED – ESSENTIAL
- Experience of working in a face-to-face service delivery environment
- Have a flexible and responsive approach to workload and prioritisation
- Demonstrable experience of commitment to improving service and customer satisfaction
- Ability to coordinate complicated operational challenges
- Have a flexible and responsive approach to workload and the ability to proactively prioritise accordingly
- Previous line management experience
- Lead by example and be a role model for the BPP Values
SKILLS, EXPERIENCE & QUALIFICATIONS REQUIRED – DESIRABLE
- Ideally educated to degree-level, however applications from candidates with appropriate and relevant work experience or other equivalent qualifications will also be considered
- Experience of working in higher education, however other relevant industries of experience will also be considered.
Please note that the successful candidate will be required to undergo a basic DBS and credit check.
BPP Education Group are proud to be a Disability Confident employer so if you need any reasonable adjustments for the interview process, please just let us know!
BPP Education Group actively promotes equality of opportunity for all with the right mix of talent, skills and potential, and welcomes applications from a wide range of candidates. BPP will select candidates for interview based on their skills, qualifications and experience. Please note that for those posts that are exempt from the Rehabilitation of Offenders Act 1974, the successful candidate will be required to undertake a DBS check in addition to BPP undertaking any necessary online searches. This is deemed appropriate and necessary from a safeguarding perspective, and in line with BPP’s safer recruitment practices
BPP Education Group reserves the right to amend or withdraw this advertisement at any time prior to the closing date, should we receive a high volume of applications or if business needs change.
