Enquiry Advisor

This post plays a key role in the successful delivery of a professional and high quality first-line support service to enquirers, applicants and others making enquiries to the Admissions Contact Team. The team in which this post works triage a high volume of inbound queries from a diverse client group of both internal and external customers, through multiple communication channels. The team triage all queries to identify where tasks can be resolved at the point of enquiry or the best resolution pathway where specialists support and/or knowledge is required, acting as a gateway to other support services.

Person Specification

• Demonstrable evidence of exhibiting the values and behaviours consistent with the University and External Relations frameworks.
• Excellent customer service and interpersonal skills including politeness, diplomacy, tact and courtesy, as the role involves considerable contacts with others, both internal and external to the University.
• A good level of education overall with minimum Grade C at GCSE in English and Mathematics or equivalent.
• Good team working skills and the ability to work collaboratively across the wider team and division.
• A proactive approach to problem solving and difficult situations.
• The ability to adapt to new or demanding situations, and to demonstrate leadership on their areas on specific responsibility.
• Accuracy and attention to detail in data entry and in providing information.
• Accuracy in use of oral and written English for answering queries in person, by telephone, and in writing.
• An ability to use IT systems for data entry and retrieval, and general office skills.
• A flexible approach to work due to the often changing priorities of the Contact Team.
• An understanding of how providing excellent customer service is a key component of an integrated approach to student recruitment.
• Experience of working in a customer service environment and evidence of ability to quickly and efficiently identify the needs of the enquirer.
• An up-to-date awareness of the wider Higher Education sector would also be helpful.