Enquiry Advisor at University of Birmingham

Salary: Full time starting salary is normally in the range £25,866 to £27,518, with potential progression once in post to £30,820

Background:

The Contact Team is part of the Admissions Office, within External Relations, and is responsible for inbound enquiry management between the University and prospective students and their influencers. This covers the period from the first point of enquiry up until they begin their studies at Birmingham.

Main Duties

The Enquiry Advisor is required to provide a high level of front-line service to all making enquiries to the Contact Team. Main duties include:

• Responding to all forms of enquiry; web, email, phone, social media, in person
• Responding to a broad range of enquirers across the breadth of the applicant lifecycle, including international, parents, teachers and internal members of staff
• Conducting assessment and escalation of enquiries where appropriate, whilst being responsible for the successful completion of all escalated enquiries
• Monitor levels and types of enquiries, reporting to the Team Leader as appropriate
• Ensuring all enquiries are accurately recorded and registered for reporting and quality control purposes
• Review and update the knowledge base in response to enquiry trends, where appropriate and without the need for external verification, update/remove existing content
• Establish and maintain links with key contacts from other professional services/college teams and colleagues in External Relations to ensure the most accurate and up-to-date information is available to enquirers
• Be responsible for multiple high level areas of expertise (such as overseas qualifications or financial aid packages), for both enquirers and other members of the Contact Team
• other members of the team as appropriate

Other Duties:

• Participating at outward facing student recruitment events, such as HE fairs or
• Open Days, providing expert advice to high volumes of potential applicants
• Attending training and development activities as directed by the Team Leader
• including training in the relevant systems and /or customer services

Person Specification

• 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.
• 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 beyond.
• A proactive approach to problem solving and difficult situations.
• Ability to prioritise workloads in the face of conflicting demands.
• 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 English for answering queries in person,by telephone, and in writing, and composing emails and letters.
• Use of IT systems for data entry, retrieval and general office operations.
• 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 recruitment.

Informal enquiries can be made to Adam Meakin, email: a.meakin@bham.ac.uk.

To download the full job description and details of this position and submit an electronic application online please click on the above ‘Apply’ button.

Valuing excellence, sustaining investment We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working

Closes: 22nd February 2024