Regent College London: CRM Operations Officer

<img src="https://we-work-remotely.imgix.net/logos/0171/5932/logo.gif?ixlib=rails-4.0.0&w=50&h=50&dpr=2&fit=fill&auto=compress" /> <p> <strong>Headquarters:</strong> Remote <br /><strong>URL:</strong> <a href="http://rcl.ac.uk">http://rcl.ac.uk</a> </p> <div class="col col-xs-7 description"> <h2><span><span lang="en-us">JOB <span>DESCRIPTION</span></span></span></h2><h3><span><span><span lang="en-us"><span><span>Overall <span>purpose</span></span></span></span></span></span></h3><h3><span><span><span lang="en-us"><span><span><span>The purpose of this role is to provide effective and timely support to students by managing enquiries and cases through the CRM system, ensuring a high standard of student service and communication. The role is responsible for coordinating with internal departments, monitoring case progress, maintaining accurate records, and ensuring all student cases are resolved efficiently within agreed service timelines to support a positive student experience.</span></span></span></span></span></span></h3><h3><span><span><span lang="en-us"><span><span>Specific duties and <span>responsibilities&nbsp; </span></span></span></span></span></span></h3><ul><li class="MsoBodyText"><span><span><span lang="en-us"><span><span>Manage and handle student cases and enquiries through the CRM system, ensuring timely and professional resolution.</span></span></span></span></span></li><li class="MsoBodyText"><span><span><span lang="en-us"><span><span>Coordinate with relevant academic and operational departments to ensure effective handling and closure of student cases.</span></span></span></span></span></li><li class="MsoBodyText"><span><span><span lang="en-us"><span><span>Monitor, track, and follow up on pending cases regularly to ensure cases progress within agreed timelines and SLA requirements.</span></span></span></span></span></li><li class="MsoBodyText"><span><span><span lang="en-us"><span><span>Maintain accurate and up-to-date case records, including student details, case titles, communication history, actions taken, and resolution outcomes within the CRM system.</span></span></span></span></span></li><li class="MsoBodyText"><span><span><span lang="en-us"><span><span>Ensure all cases are responded to and resolved within defined service timelines, escalating urgent or critical matters to the appropriate teams where necessary.</span></span></span></span></span></li><li class="MsoBodyText"><span><span><span lang="en-us"><span><span>Maintain clear and professional communication between students and internal departments to support effective case resolution and positive student experience.</span></span></span></span></span></li><li class="MsoBodyText"><span><span><span lang="en-us"><span><span>Ensure no case remains in “In Progress” status beyond the agreed operational timeline without appropriate follow-up or escalation.</span></span></span></span></span></li><li class="MsoBodyText"><span><span><span lang="en-us"><span><span>Provide regular updates and follow-up communication to students until cases are fully resolved and closed.</span></span></span></span></span></li><li class="MsoBodyText"><span><span><span lang="en-us"><span><span>Ensure accurate documentation, proper record management, and timely closure of all student cases in line with institutional procedures.</span></span></span></span></span></li><li class="MsoBodyText"><span><span><span lang="en-us"><span><span>Where students do not respond after 3–4 follow-up reminders, issue a final closure communication and close the case after 5 working days in accordance with operational guidelines.</span></span></span></span></span></li></ul><h3><span><span><span lang="en-us"><span><span><span>Person specification Qualifications and Experience</span></span></span></span></span></span></h3><ul><li><ul><li><span><span><span lang="en-us"><span><span>A degree or equivalent professional experience in higher education, student services or academic support.</span></span></span></span></span></li><li><span><span><span lang="en-us"><span><span>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).</span></span></span></span></span></li></ul></li></ul><h3><span><span><span lang="en-us"><span><span><span>Skills and Knowledge</span></span></span></span></span></span></h3><ul><li><ul><li><span><span><span lang="en-us"><span><span>Strong administrative and organizational skills, with attention to detail in managing data.</span></span></span></span></span></li><li><span><span><span lang="en-us"><span><span>Proficiency in using student management systems (e.g., Unite, CRM) and Microsoft Office applications.</span></span></span></span></span></li><li><span><span><span lang="en-us"><span><span>Effective communication and teamwork skills, with the ability to liaise confidently with staff and students.</span></span></span></span></span></li></ul></li></ul><h3><span><span><span lang="en-us"><span><span><span>Digital and Technical Proficiency</span></span></span></span></span></span></h3><ul><li><ul><li><span><span><span lang="en-us"><span><span>Proficiency in Microsoft Office &amp; CRM.</span></span></span></span></span></li><li><span><span><span lang="en-us"><span><span>Experience with digital tools that enhance student tracking, communication, and performance management.</span></span></span></span></span></li></ul></li></ul><p><strong>Compliance Statement</strong></p> <p>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 individual’s skills, qualifications, and experience relevant to the role.</p> </div> <p><strong>To apply:</strong> <a href="https://weworkremotely.com/remote-jobs/regent-college-london-crm-operations-officer">https://weworkremotely.com/remote-jobs/regent-college-london-crm-operations-officer</a></p>