Gemma Plant
Burton Latimer,Northamptonshire
Summary
Talented Admissions leader with a wonderfully rich and much loved background in University Admissions, where I currently manage a thriving Admissions Enquiries team. Previously I managed postgraduate application workflow towards the operational delivery of recruitment targets for both Home and International markets.
Competent and trusted to have deputised for the Head of Admissions, and to lead on complaint resolve for the division (and formal response), in this role I sought out and embedded better processes from what my findings revealed towards my key passion; the applicant journey, and how this looks and feels for our customer.
A motivational manager with key business development experience and success from an early career background in Group Sales Development (fitness industry), and bringing transferable sales, training, compliance and management experience from roles for key brands in the finance sector (Citifinancial, Santander). In my present role, I am simultaneously applicant, team and stakeholder focused (with a strong grasp on policy, regulation and integrity), always seeking to smooth the journey from application start to end. Thriving in the fast paced, ever-changing environment of Admissions, I take pride in my credibility and instil my hard work ethic, positivity and determination to succeed, towards creating teams that work together as one.
Overview
6
6
years of professional experience
Work history
Admissions Enquiries Manager
The University of Derby
10.2023 - Current
- Established, recruited for, trained and embedded a new Enquiries Team.
- Cultivated a customer-focused team through continuous change and adaptation.
- Identified growth opportunities via strategic research in customer service and contact centre operations.
- Rewrote Complaints Policy/Contributed to the development of a new Admissions Policy.
- Led Admissions Enquiry Line during 2X Clearing operations; managing and supporting a team of c.160 across up to 50 phone-lines, 6 email inboxes, front facing activity and escalation channels
- Facilitated onboarding, training, and support for an outsourcing initiative during a period of budget restraint and alongside the onboarding of interns and cross-team support
- Recognised by Exceptional Contribution Scheme for significant contributions in 2024
- Achieved ‘high performing’ rating in most recent DPR rating
Admissions Officer (since progression in Oct 2021)
De Montfort University
Leicester
09.2019 - 10.2023
- Management of workflow in/out for a postgraduate team of c.16 Administrators, overseeing c.15,000 applications last intake to significantly improve processing service levels towards international recruitment/CAS issuance target of c.3500.
- Ensured a fair admissions process by ensuring my team strictly followed established guidelines and protocols.
- Collaborated with our marketing team to create an admissions application opportunity at open events
- Managed correspondence/workflow between applicants and the International team/ agents for smooth handling of our warmest leads
- Improved and maintained meticulous records of applicant data, to ensure accuracy and a clear understanding of the applicant journey
- Contributed to continuous improvement initiatives including leading on a Midlands Credit Compass Initiative and improved RPL process
Education
Bachelor of Arts - English
De Montfort University
LeicesterMaster of Arts - English
De Montfort University
Leicester Emergency First Aid at Work (RQF) -
First On Scene
Leicester02.2023
Skills
- Operational Lead for Admissions Clearing Enquiry Line (team of c160); ability to ensure expert advice & complex queries are handled with confidence
- Change Management; including active experience of restructure, process improvement, outsourcing, & procurement/onboarding of digital platforms (Bird/Whatsapp & CAS Shield)
- Multiple experience of setting up, recruiting for, embedding, managing, motivating and nurturing new teams; working confidently with a range of stakeholders
- Thrives in challenging, fast-paced, high volume, deadline driven environment; track record of target delivery and significantly improved SLAs/ team productivity/ customer journey/ customer outcomes
- Competent user of CRM to track, analyse, manage & improve workflow/ staff experience & output/ applicant journey
- Strategic planning expertise towards; multiple intakes, PG/UG recruitment, international and home recruitment, rapid change, budget constraint, conversion & open day/ recruitment activity
- Process weakness identification/ continuous improvement mapping
- Contextual, ‘story’ driven training delivery - no more PowerPoint!
- Delivery of customer service focused applicant journey, enquiry management & early resolution of issues
- Admissions policy creation and change
- Broad University knowledge via involvement in wider initiatives (Project Change, Assessment Boards, Student & Academic services such as Complaints, Appeals, Graduation, Enrolment, Student Records and Awards, Exam Invigilation and Graduation Ceremonies)
- Advocate for a positive, forward thinking culture
Timeline
Admissions Enquiries Manager
The University of Derby
10.2023 - Current
Admissions Officer (since progression in Oct 2021)
De Montfort University
09.2019 - 10.2023
Bachelor of Arts - English
De Montfort University
Master of Arts - English
De Montfort University
Emergency First Aid at Work (RQF) -
First On Scene
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