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Customer Experience Manager

Advertiser: The Mind Lab by Unitec|More jobs from this company

Job Description

Job Information

Job Listing Date
10 Apr 2018
Location
Auckland, Auckland Central
Work Type
Full Time
Classification
Call Centre & Customer Service, Management & Support

Customer Experience Manager


JOB TITLE:                                             Customer Experience Manager

 

LOCATION:                                              Auckland

 

RESPONSIBLE TO:                               Operations Manager (Tauranga)   

 

Purpose of Role:      

 

The Customer Experience Manager is responsible for the full student experience for The Mind Lab by Unitec students and Tech Futures Students. This is from the moment a student (Principal, Deputy Principal, Associate Principal, Head of Department, Teacher or Professional) registers interest in the Postgrad Programme (Digital & Collaborative Learning) and the Masters Programme (Masters in Technological Futures) through to the end of their first three weeks into their journey on the programme.

 

Purpose of The Mind Lab by Unitec

The Mind Lab by Unitec, launched in 2013, is a specialist learning environment designed to contextualise education in a 21st century setting for children, educators, parents and grandparents.

The purpose of The Mind Lab is to encourage the development of conceptual understanding of contemporary digital, scientific and technical theories and practices in young students between the core ages of 5 – 17 years and to develop the professional delivery skills for teachers using recognised digital pedagogies. Classes are taught through the development and delivery rich, multi-faceted experiences coupled with key cognitive processes including:

1. Analysis and identification

2. Identifying function, form and purpose

3. Formulating ideas and theories

4. Comparing and contrast

5. Developing practical lessons

6. Testing

7. Exploration and invention

8. Challenges and research

9. Reflection

 

Purpose of Tech Futures Lab

Tech Futures Lab is a business and technology incubator. We work collaboratively with professionals, boards and organisations, to assist them navigate technological advances and business disruption to build long-term success.

 

About the role:

The Customer Experience Manager will essentially manage a group of his/her own students through the enrolment process using a number of communication touch points – email, mobile/sms, portal management, voice calls and face to face experiences.

 

This position is key to retaining students throughout their enrolment journey to ensure that they have all the correct information at every step of the enrolment journey so that they are 100% prepared for their journey at The Mind Lab by Unitec & Tech Futures Lab.

Key Areas of Responsibility and Accountability:

Applications: The Customer Experience Manager will be the first port of call for teachers & professionals that may be ready to apply online, but who require more information or to be walked through the online application process.

You will be responsible for applications across the following programmes

1.     Postgrad Certificate in Applied Practice (Digital & Collaborative Learning) – PG-CAPThe Mind Lab by Unitec

2.    Masters in Technological Futures – Tech Futures Lab

3.    Future programmes at Tech Futures Lab and The Mind Lab by Unitec

·       Be knowledgeable about the Postgrad & Masters Programmes, dates, times, qualifications required, start + end dates, input/workload, scholarships, withdrawals and general billing inquiries

·       Pass on any queries to key people in the postgrad team or masters teams for more information on a deeper understanding of the pedagogy or deep information about the programmes

·       Take a student through the online application process either on the phone, online or in person

·       Be knowledgeable on the entry criteria

·       Be knowledgeable on the scholarship criteria

·       The Customer Experience Manager will also be required follow up with each student until they are fully enrolled and offer them additional specialist support from The Mind Lab by Unitec

·       The Customer Experience Manager will introduce the students to their Postgrad Facilitator for each specific location to offer academic support before they set foot on the programme

Scholarship allocation / confirmation

·       The Customer Experience Manager will be responsible for allocating scholarships against targets across all locations. 

·       The Customer Experience Manager will be responsible for reviewing and confirming the scholarship + targets before each intake (March, July + Nov)

·       The Customer Experience Manager will be responsible for loading in new scholarships into the new enrolment platform

·       The Customer Experience Manager will resolve issues in a timely and professional fashion and will escalate to the GM of The Mind Lab or the GM of Tech Futures where appropriate

Reporting

·       The Customer Experience Manager will be responsible for reporting all scholarships + numbers vs targets for each intake to the Operations Manager 

·       The Customer Experience Manager will be responsible for arranging scholarships list for Unitec's approval before invoice broken down by type as above

Portal & Library Logins

The Customer Experience Manager will be responsible for ensuring logins for the portal & library are set up. 

Pop up labs & Week 1 support

The Customer Experience Manager will be required from time to time to help out on pop up labs (normally 6 weeks before intake starts) from 4-6pm with a member of the teaching team. These are rostered 1 month in advance.

The Customer Experience Manager will be required to assist with week one planning and delivery. For example, help set up the room with the facilitator and ensure that all resources are ready. This may also include ensuring all students have signed in and supported with logins to portal, Google + and Unitec services

 

Training Materials

The Customer Experience Manager will be proactive in suggesting ideas of training material for students throughout their enrolment journey.

 

Withdrawals

The Customer Experience Manager will be responsible for processing withdrawals when approved by the National Academic Director or GM and: 

·       Understanding reasons for withdrawal

·       Provide options of support within TMLU or Unitec to help student

·       Process withdrawal, ensure credits are documented (where relevant), portal access revoked, debt collected, or credit issued.

 

Complaints

·       Ensure any complaints are dealt with in a timely and professional manner

·       Escalate to appropriate people in the Postgrad or Masters team, or GM for operational or general complaints.

·       SAC / Exceptional Circumstances

·       Process SAC forms (extensions)

·       Process Special or Exceptional Circumstances

 

Communications

  • Your communication with students, irrespectful of channel will be excellent.

  • Your communication will be efficient, direct and empathetic.

  • Your communication with students and staff will uphold The Mind Lab values of Trustworthy, Openness, Integrity & Collaboration at all times.

 

Travel

At The Mind Lab by Unitec, we have a team of 80+ people in 40+ locations across NZ. Our strategy is agile and so are our team. Our team are passionate, creative, fun, supportive and come with huge diversity. Although this role is based in Auckland, you will be willing to travel to other centres in both the North and the South Island from time to time.

You will also be willing to travel to schools in Auckland that may require help applying online, in person.

 

Personality

ü  You will embrace The Mind Lab values of Trust, Openness, Integrity and collaboration.

ü  You will have a passion for what you do and be a team player.

ü  You will be creative and collaborative. You will be an optimist with a can-do attitude that doesn't mind getting their hands dirty and you will lead by example.

ü  You will have excellent attention to detail

ü  You will have a customer centric approach to everything you do You will be calm under pressure

ü  You will be tolerant of those who are not digitally savvy when applying online

ü  You will be a self starter and able to work autonomously

 

Key Functional Relationships

Internal:

·       Financial Controller

·       Operations Manager

·       Fellow Customer Experience Manager

·       Customer Experience Administrator

·       General Manager

·       National Portal Manager + National Portal Assistants

 

External

Students (Educators, Teachers, Principals, APs, DPs, HODs, Professionals) Unitec Student Services)

Unitec IMS team Unitec Operations

 

PREREQUISITE SKILLS:

* High standard of communication skills

*  Excellent organisational skills

*  Excellent attention to detail

*  Excellent written and oral skills

*  High degree of honesty and integrity Effective time management skills

*  Collaborative + inclusive team management style

*  Personable, creative, fun with a willingness to get stuck in A problem-solving approach

*  Student satisfaction + retention

 

QUALIFICATIONS AND EXPERIENCE REQUIRED:

·       5 years in customer experience

·       Experience in online tools such as content management, CRM/student management tools

·       Excel / Google Sheets Word / Google Docs

·       Google Drive / Google Forms / Google +

·        Database administration experience a must

 

If you think you have what it takes to be a part of our dynamic team, please upload your CV and Cover letter.  

Applications close Friday 4th May, 2018


JOB TITLE:                                             Customer Experience Manager

 

LOCATION:                                              Auckland

 

RESPONSIBLE TO:                               Operations Manager (Tauranga)   

 

Purpose of Role:      

 

The Customer Experience Manager is responsible for the full student experience for The Mind Lab by Unitec students and Tech Futures Students. This is from the moment a student (Principal, Deputy Principal, Associate Principal, Head of Department, Teacher or Professional) registers interest in the Postgrad Programme (Digital & Collaborative Learning) and the Masters Programme (Masters in Technological Futures) through to the end of their first three weeks into their journey on the programme.

 

Purpose of The Mind Lab by Unitec

The Mind Lab by Unitec, launched in 2013, is a specialist learning environment designed to contextualise education in a 21st century setting for children, educators, parents and grandparents.

The purpose of The Mind Lab is to encourage the development of conceptual understanding of contemporary digital, scientific and technical theories and practices in young students between the core ages of 5 – 17 years and to develop the professional delivery skills for teachers using recognised digital pedagogies. Classes are taught through the development and delivery rich, multi-faceted experiences coupled with key cognitive processes including:

1. Analysis and identification

2. Identifying function, form and purpose

3. Formulating ideas and theories

4. Comparing and contrast

5. Developing practical lessons

6. Testing

7. Exploration and invention

8. Challenges and research

9. Reflection

 

Purpose of Tech Futures Lab

Tech Futures Lab is a business and technology incubator. We work collaboratively with professionals, boards and organisations, to assist them navigate technological advances and business disruption to build long-term success.

 

About the role:

The Customer Experience Manager will essentially manage a group of his/her own students through the enrolment process using a number of communication touch points – email, mobile/sms, portal management, voice calls and face to face experiences.

 

This position is key to retaining students throughout their enrolment journey to ensure that they have all the correct information at every step of the enrolment journey so that they are 100% prepared for their journey at The Mind Lab by Unitec & Tech Futures Lab.

Key Areas of Responsibility and Accountability:

Applications: The Customer Experience Manager will be the first port of call for teachers & professionals that may be ready to apply online, but who require more information or to be walked through the online application process.

You will be responsible for applications across the following programmes

1.     Postgrad Certificate in Applied Practice (Digital & Collaborative Learning) – PG-CAPThe Mind Lab by Unitec

2.    Masters in Technological Futures – Tech Futures Lab

3.    Future programmes at Tech Futures Lab and The Mind Lab by Unitec

·       Be knowledgeable about the Postgrad & Masters Programmes, dates, times, qualifications required, start + end dates, input/workload, scholarships, withdrawals and general billing inquiries

·       Pass on any queries to key people in the postgrad team or masters teams for more information on a deeper understanding of the pedagogy or deep information about the programmes

·       Take a student through the online application process either on the phone, online or in person

·       Be knowledgeable on the entry criteria

·       Be knowledgeable on the scholarship criteria

·       The Customer Experience Manager will also be required follow up with each student until they are fully enrolled and offer them additional specialist support from The Mind Lab by Unitec

·       The Customer Experience Manager will introduce the students to their Postgrad Facilitator for each specific location to offer academic support before they set foot on the programme

Scholarship allocation / confirmation

·       The Customer Experience Manager will be responsible for allocating scholarships against targets across all locations. 

·       The Customer Experience Manager will be responsible for reviewing and confirming the scholarship + targets before each intake (March, July + Nov)

·       The Customer Experience Manager will be responsible for loading in new scholarships into the new enrolment platform

·       The Customer Experience Manager will resolve issues in a timely and professional fashion and will escalate to the GM of The Mind Lab or the GM of Tech Futures where appropriate

Reporting

·       The Customer Experience Manager will be responsible for reporting all scholarships + numbers vs targets for each intake to the Operations Manager 

·       The Customer Experience Manager will be responsible for arranging scholarships list for Unitec's approval before invoice broken down by type as above

Portal & Library Logins

The Customer Experience Manager will be responsible for ensuring logins for the portal & library are set up. 

Pop up labs & Week 1 support

The Customer Experience Manager will be required from time to time to help out on pop up labs (normally 6 weeks before intake starts) from 4-6pm with a member of the teaching team. These are rostered 1 month in advance.

The Customer Experience Manager will be required to assist with week one planning and delivery. For example, help set up the room with the facilitator and ensure that all resources are ready. This may also include ensuring all students have signed in and supported with logins to portal, Google + and Unitec services

 

Training Materials

The Customer Experience Manager will be proactive in suggesting ideas of training material for students throughout their enrolment journey.

 

Withdrawals

The Customer Experience Manager will be responsible for processing withdrawals when approved by the National Academic Director or GM and: 

·       Understanding reasons for withdrawal

·       Provide options of support within TMLU or Unitec to help student

·       Process withdrawal, ensure credits are documented (where relevant), portal access revoked, debt collected, or credit issued.

 

Complaints

·       Ensure any complaints are dealt with in a timely and professional manner

·       Escalate to appropriate people in the Postgrad or Masters team, or GM for operational or general complaints.

·       SAC / Exceptional Circumstances

·       Process SAC forms (extensions)

·       Process Special or Exceptional Circumstances

 

Communications

  • Your communication with students, irrespectful of channel will be excellent.

  • Your communication will be efficient, direct and empathetic.

  • Your communication with students and staff will uphold The Mind Lab values of Trustworthy, Openness, Integrity & Collaboration at all times.

 

Travel

At The Mind Lab by Unitec, we have a team of 80+ people in 40+ locations across NZ. Our strategy is agile and so are our team. Our team are passionate, creative, fun, supportive and come with huge diversity. Although this role is based in Auckland, you will be willing to travel to other centres in both the North and the South Island from time to time.

You will also be willing to travel to schools in Auckland that may require help applying online, in person.

 

Personality

ü  You will embrace The Mind Lab values of Trust, Openness, Integrity and collaboration.

ü  You will have a passion for what you do and be a team player.

ü  You will be creative and collaborative. You will be an optimist with a can-do attitude that doesn't mind getting their hands dirty and you will lead by example.

ü  You will have excellent attention to detail

ü  You will have a customer centric approach to everything you do You will be calm under pressure

ü  You will be tolerant of those who are not digitally savvy when applying online

ü  You will be a self starter and able to work autonomously

 

Key Functional Relationships

Internal:

·       Financial Controller

·       Operations Manager

·       Fellow Customer Experience Manager

·       Customer Experience Administrator

·       General Manager

·       National Portal Manager + National Portal Assistants

 

External

Students (Educators, Teachers, Principals, APs, DPs, HODs, Professionals) Unitec Student Services)

Unitec IMS team Unitec Operations

 

PREREQUISITE SKILLS:

* High standard of communication skills

*  Excellent organisational skills

*  Excellent attention to detail

*  Excellent written and oral skills

*  High degree of honesty and integrity Effective time management skills

*  Collaborative + inclusive team management style

*  Personable, creative, fun with a willingness to get stuck in A problem-solving approach

*  Student satisfaction + retention

 

QUALIFICATIONS AND EXPERIENCE REQUIRED:

·       5 years in customer experience

·       Experience in online tools such as content management, CRM/student management tools

·       Excel / Google Sheets Word / Google Docs

·       Google Drive / Google Forms / Google +

·        Database administration experience a must

 

If you think you have what it takes to be a part of our dynamic team, please upload your CV and Cover letter.  

Applications close Friday 4th May, 2018

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