Evening Program & National Test Center Coordinator, Lakenheath

Evening Program and National Test Center Coordinator – UMGC Europe, located at RAF Lakenheath, United Kingdom. This role is the on‐site University of Maryland Global Campus representative responsible for providing academic, administrative, testing support services, community outreach, and customer relations management. The Coordinator serves front‐line staff, engages students, and coordinates with local Program Coordinators, faculty, and the wider military community.

Responsibilities

• Provide students with superior customer service as an advocate and advisor throughout the academic cycle in a fast‐paced environment using in‐person visits, telephone, e‐mail, and videoconferencing.
• Promote and support localized UMGC services, including hybrid classes, testing services, and university‐sponsored events.
• Perform operational and administrative duties to ensure offices and test centers are properly maintained by agency standards.
• Maintain and expand knowledge of UMGC systems, including CRM databases such as Salesforce and Peoplesoft.
• Document all student contact through UMGC's Customer Relations Management System and schedule appropriate follow‐up activities.
• Provide daily customer service and communicate with prospective and current students in a fast‐paced environment through phone, email, CRM, and video communications.
• Maintain a positive relationship with the Education Services Officer, Specialists/Counselors, military partners, and equivalents.
• Provide periodic briefings to update military representatives on UMGC programs of interest.
• Organize and participate in local outreach activities, such as Education Fairs, Open Houses, Semester Start‐ups, Student Appreciation Days, Local Graduations, and other events.
• Track and analyze class enrollments and student interest, and provide input on scheduling; ensure classrooms have adequate space and technology; assist instructors and students at the first class session; assist faculty in obtaining base access on assigned installations.
• Assist with processing students' military documentation (e.g., Tuition Assistance forms, orders).
• Distribute marketing, advertising, and mass media materials at assigned locations when permitted.
• Execute site‐specific outreach plans and participate in outreach events to support recruitment and retention goals.
• Provide National Test Center testing services that meet community demand while balancing other duties; maintain NTC trainings/certifications as required.
• Participate in UMGC staff meetings, professional development activities, and training sessions as required.
• Track and compile monthly statistics and provide reports as needed.
• Maintain appropriate communication with immediate supervisor and other UMGC staff to ensure timely resolution of student issues and escalations.
• Perform other job‐related duties as assigned.

Required Education and Experience

• Bachelor's Degree from a U.S. regionally accredited institution or foreign degree equivalent.
• Background in customer service.
• Ability to work in a fast‐paced and complex environment with accurate attention to detail.
• Basic office management and clerical skills.
• Effective written and verbal communication skills.
• Good interpersonal skills.
• Successful applicants must pass a background check and meet requirements for Individual Logistic Support (ILS).

Preferred Education and Experience

• U.S. valid driver's license and ability to obtain a military driver's permit in the host nation.

Eligible Applicants

• Local candidates with Individual Logistic Support (ILS) preferred. Applicants must qualify for ILS as described in USAREUR Regulation 600‐700, Section III, 7‐13. Criteria under which applicants qualify for ILS include: must serve U.S. Forces exclusively; not stateless persons; nationals of a NATO state (excluding the host nation); and not ordinarily resident in the host nation.

Equal Opportunity Employment Statement

The University of Maryland Global Campus (UMGC) is an equal opportunity employer and complies with all applicable federal and state laws regarding nondiscrimination. UMGC is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, national origin, age, marital status, sex, sexual orientation, gender identity, gender expression, disability, religion, ancestry, political affiliation, or veteran status in employment, educational programs and activities, and admissions.

Workplace Accommodations

UMGC is committed to creating and maintaining a welcoming and inclusive working environment for people of all abilities. No qualified individual with a disability shall, based on disability, be excluded from participation in or denied the benefits of the services, programs, or activities of the University, or be subjected to discrimination. For information about UMGC's Reasonable Workplace Accommodation Policy or to request an accommodation, applicants/candidates can contact Employee Accommodations via email at employee‐accommodations@umgc.edu.

Benefits Package Highlights

• Generous time off: 15–25 days of paid vacation (depending on years of service), 15 days of sick leave, 3 personal days, and 11 federal holidays. Part‐time rates will be prorated based on full‐time equivalency.
• Comprehensive health coverage: medical, vision, dental, and prescription plans for individuals and families, effective from the 1st of the month following hire. Contingent III employees working an average of 20 or more hours per week are eligible for subsidised state of Maryland medical and prescription benefits.
• Insurance options: Term Life Insurance, Accidental Death and Dismemberment Insurance, and Long‐Term Disability (LTD) Insurance. Note: CIII part‐time employees working less than 0.5 FTE are not eligible for LTD.
• Retirement stipend: 7.25% of base salary, with eligibility to contribute to a supplemental retirement account (SRA).
• Supplemental retirement plans: 403(b), 457(b), and various Roth options; no university subsidies or matching funds.
• Tuition remission: CIII employees eligible immediately for tuition remission at UMGC or University of Maryland, College Park. Spouses and dependent children eligible after two years of service. Part‐time employees' benefits prorated.
• Moving allowance: May be available based on terms, conditions, and agreements of the position. For additional information see UMGC Benefits Overview for Overseas Contingent III Employees.

Compensation

Hiring rate: $38,200.00 per year. Additional compensation includes applicable currency adjustment (CAX) and monthly DoD COLA Index. Compensation may be subject to change and fluctuation based on market indices.