CRM Operations Officer
Description
Headquarters: Remote URL: http://rcl.ac.uk JOB DESCRIPTIONOverall purposeThe purpose of this role is to provide effective and timely support to students by managing enquiries and cases through the CRM system, ensuring a high standard of student service and communication. The role is responsible for coordinating with internal departments, monitoring case progress, maintaining accurate records, and ensuring all student cases are resolved efficiently within agreed service timelines to support a positive student experience.Specific duties and 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 timelin --- Source: weworkremotely - Regent College London
