The Information Office manage all incoming enquiries from prospective students and other customers via the external website, the main university phone number (08452 60 60 40) and the generic email addresses email@example.com and firstname.lastname@example.org
Web enquiries are generated from the following 3 online forms:
Prospectus Requests, Course Enquiries and General Enquiries.
Approximately 2000 enquiries are received each month and these are either dealt with by the Information Office staff or referred to colleagues in other professional services departments or School and Faculties. The target for this team is to ensure that 80% of enquiries are completed within Student & Academic Services, and within a 2 working day response rate.
All enquiries are logged in the Agresso CRM system which allows for post-enquiry relationship building and communications. These communications can be targetted by Course of Interest, Level of Study or Country (or Postcode Region) or origin.
Communications are coordinated by Paola Renucci (for UK), Helen McMillan (for EU) and Claire Hope (for non EU).
Monthly reports on enquirer trends and turnaround times are submitted to the Recruitment Operations Group and specific reports can be accessed on request from Eithne Daly on email@example.com