Note: The job is a remote job and is open to candidates in USA. Regent College London is seeking a CRM Operations Officer to provide effective support to students by managing enquiries and cases through the CRM system. The role involves coordinating with internal departments, maintaining accurate records, and ensuring timely resolution of student cases to enhance the overall student experience.
Responsibilities
- Manage and handle student cases and enquiries through the CRM system, ensuring timely and professional resolution
- Coordinate with relevant academic and operational departments to ensure effective handling and closure of student cases
- Monitor, track, and follow up on pending cases regularly to ensure cases progress within agreed timelines and SLA requirements
- Maintain accurate and up-to-date case records, including student details, case titles, communication history, actions taken, and resolution outcomes within the CRM system
- Ensure all cases are responded to and resolved within defined service timelines, escalating urgent or critical matters to the appropriate teams where necessary
- Maintain clear and professional communication between students and internal departments to support effective case resolution and positive student experience
- Ensure no case remains in 'In Progress' status beyond the agreed operational timeline without appropriate follow-up or escalation
- Provide regular updates and follow-up communication to students until cases are fully resolved and closed
- Ensure accurate documentation, proper record management, and timely closure of all student cases in line with institutional procedures
- 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
Skills
- A degree or equivalent professional experience in higher education, student services or academic support
- 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)
- Strong administrative and organizational skills, with attention to detail in managing data
- Proficiency in using student management systems (e.g., Unite, CRM) and Microsoft Office applications
- Effective communication and teamwork skills, with the ability to liaise confidently with staff and students
- Proficiency in Microsoft Office & CRM
- Experience with digital tools that enhance student tracking, communication, and performance management
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