Job Description Rewrite:

About the Role: Deputy Team Leader – Customer Service (International Office)

Are you passionate about enhancing the international student experience and supporting global recruitment efforts? This role is a fantastic opportunity to contribute to the University’s International Office, helping prospective students navigate the challenges of applying to study abroad. As the Deputy Team Leader – Customer Service, you will be at the forefront of operations that focus on providing timely and effective customer service to international applicants throughout their journey, from enquiries to offers. You’ll play a vital role in implementing strategies to ensure exceptional applicant experiences while driving key recruitment objectives in a highly dynamic international education environment.

Key Responsibilities:

In this position, you will:

• Lead customer service operations for international student recruitment, ensuring applicants receive accurate and high-quality support throughout the processes of enquiry, application, and offer acceptance.
• Develop and contribute to strategies aimed at delivering an industry-leading applicant experience that aligns with the University’s international recruitment goals.
• Support a small team of officers responsible for conversion activities, ensuring prompt responses to enquiries via inbound calls, outbound campaigns, and inbox management.
• Maintain expert knowledge of visa requirements, international qualifications, application processes, program offerings, and the University’s unique selling points.
• Build and nurture effective relationships with overseas representatives, agents, and other stakeholders to support recruitment and conversion targets.

This role is instrumental in contributing to the University’s mission of attracting and supporting students from diverse backgrounds internationally.

Advice for International Applicants:

If you’re considering applying for this role from an international education perspective, here are a few tips to strengthen your application:

1. Demonstrate International Expertise: Highlight your understanding of global markets, international higher education trends, and challenges faced by international students. Explain how your previous roles align with supporting diverse student populations during the application and enrollment processes.

2. Show Commitment to Customer Service Excellence: Provide evidence of how you’ve enhanced customer service operations in previous roles. Examples of managing applicant journeys, addressing challenges tied to international regulations (like visas), or using systems such as CRM platforms will set you apart.

3. Familiarity with Operational Systems: Familiarity or experience with digital systems such as CRM or enquiry management platforms is key to managing international engagement effectively. Be sure to specify your technical experience clearly.

4. Cultural Competency and Communication: Highlight examples of building relationships with people from diverse cultural backgrounds, whether via partnerships with overseas representatives or direct communication with international applicants. Effective communication skills will be vital for team leadership and public engagement.

5. Tailor Your Personal Statement: The University is dedicated to Equality, Diversity, and Inclusion. Ensure your personal statement reflects how your skills, professional experience, and personal values align with their mission to transform lives and support a diverse student body globally.

Why Work at UH?

The University of Hertfordshire prides itself on providing a supportive and inclusive working environment. Alongside a competitive salary (UH6 £33,002 – £38,784 per annum), employees benefit from:

• Generous Annual Leave: 25 days plus standard holidays, with additional leave during the Christmas/New Year office closure.
• Professional Development: Opportunities to grow and develop personally and professionally.
• Flexible Working & Benefits: UK-based flexible location options, discounted Sports Village memberships, family-friendly policies, and free active staff sessions.

Important Information for Applicants:

• UK Right to Work: This role doesn’t offer UKVI sponsorship. Applicants must demonstrate access to UK Right to Work before an offer is made.
• Qualifications Required: Applicants must possess a minimum degree-level qualification (or equivalent). Substantial proven experience can be considered as an alternative.
• Closing Date: Apply by 24 November 2025.
• Applying: Internal applicants should apply via their employee portal. External candidates must attach a personal statement with their application, clearly addressing how skills and experience align with the specified criteria.

Informal Enquiries:

For questions or discussions about the role, you can contact Ellen Marriott, Head of International Engagement:
Email: e.marriott@herts.ac.uk
Phone: 44 (0)1707 286542

Join the University of Hertfordshire in supporting its vision of transforming lives globally! #GoHerts