Outreach & Communications Officer

The Role

As  Outreach & Communications Officer, you will act as a key first point of contact for prospective students, managing high volumes of enquiries across email, phone, and SMS while delivering a professional and supportive experience. You will take ownership of reviewing applicant data and documentation to assess eligibility and ensure fair and equitable access to SEO London programmes.

Working with the organisation’s CRM system (Salesforce), you will be responsible for maintaining high-quality data, tracking student journeys, and supporting informed admissions decision-making. The role requires sound judgement, particularly when handling complex or borderline cases, and a proactive approach to improving processes, systems, and student communications.

In addition to frontline admissions support, you will play a critical role in strengthening student conversion and engagement, using data insights to inform outreach strategies and contribute to continuous improvement across recruitment and communications activity.

Admissions and Communications

• Act as a point of contact for prospective students, delivering timely, accurate and supportive responses across email, phone, and SMS.
• Provide guidance throughout the application journey, ensuring an inclusive and high-quality candidate experience.
• Manage and prioritise a high volume of enquiries, demonstrating strong judgement and professionalism.
• Review applications, supporting evidence, and student data to assess eligibility for programmes.
• Take ownership of more complex or borderline cases, applying policy and judgement to reach fair outcomes.
•  Escalate high-risk or sensitive cases where appropriate, contributing to consistent decision-making standards.
• Streamline admissions workflows from data reviews.

CRM & Data Management

• Monitor and evaluate admissions data, including borderline cases and data cleaning, to support fair and accurate decision-making.  
• Ensure compliance by following safeguarding, equality, and data protection policies during the admissions process. 
• Maintain accurate and up-to-date applicant records within the CRM system, ensuring data integrity at all times.
• Track student interactions and progression through the admissions pipeline, supporting reporting and forecasting.
• Identify data gaps or inefficiencies and implement improvements to systems and processes.

Conversion, Outreach and Insights

• Deliver sessions (online/in-person presentations) and attend communications and outreach events.
• Manage targeted SMS and call campaigns and communicate strategies to improve student recruitment from applicants.
• Work with programme teams to help them understand viable leads to allocate places through our admissions lists. 
• Maintain accurate contact lists and track engagement to inform future outreach and marketing strategies.  
• Review and monitor conversions through our customer relationship management (CRM) platform.
• Support student recruitment and conversion through targeted communications and follow-ups.
• Use data and engagement insights to inform outreach strategies and improve conversion rates.
• Collaborate with wider teams to ensure leads are effectively managed and places allocated appropriately

Person Specification

Skills and Experience

·        Familiarity with analytics tools or analysis to assess and improve delivery.

·        Strong project management skills with a focus on execution and delivery.

·        Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and Canva.

·        Experience using communication management and email marketing platforms (e.g. Mailchimp or Webex).

Desirable Skills and Knowledge

·        Experience with Salesforce CRM.

·        Experience with data analysis and visualisation.

·        Understanding of the UK education landscape and student outreach.

·        Good knowledge of diversity, equity and inclusion principles and their application in communications.

Behaviours

·        Positive and initiative-taking self-starter.

·        Team player with a proactive attitude 

·        Creative thinker with the ability to generate engaging ideas.

·        Strong written and verbal communication skills.

·        Highly organised with the ability to manage multiple tasks and priorities.

·        Flexible and collaborative, working effectively across teams and with stakeholders.

·        Commitment to applying DEI knowledge to foster an inclusive organisational culture.

Required Qualifications

·        Bachelor’s degree (any discipline) or equivalent experience.

·        Native-level fluency in English.

What we offer?

·        Annual Leave: 28 days + Bank Holidays.

·        Enhanced Family Friendly Policy.

·        Flexible working (2 days in the office) and a lovely office space by Borough Station.

·        Benefits:

o   Employee Assistance Programme

o   And more…

Timeline:

Closing date for applications: 15th July 
First and Second interview:  TBC

If you are interested in this opportunity, please apply as soon as possible.  We are reviewing applications on a rolling basis.