Customer Management Service for UK and International Students

Tender description

Bangor University requires a bilingual (Welsh and English) customer management service for UK and international students, which seamlessly integrates with University processes, to manage the complete lifecycle from enquiry through to enrolment. Lot 1: Bangor University requires a comprehensive, bilingual (Welsh and English), customer service facility which will provide sector leading support to enquirers through to enrolment, maximising our conversion rates across UK and international markets. Specifically we require as a minimum: - Full integration with University systems for the management of data; - A fully bilingual service in both Welsh and English, with equal availability on demand, reactive and proactive, in both languages across all platforms; - Reactive responses to inbound queries across multiple media and platforms, nurturing relationships with prospective students in the UK and internationally, taking into account time zones; - Proactive conversion services, supporting individuals from enquiry through to enrolment; - Provision of additional resources at key times of the year; - Provision of management data on a regular basis to assess and manage performance; - Segmentation of enquirers and provision of tailored offers to these markets for UK (in Welsh and English) and international; - Access to lead generation opportunities and data.