Admissions Enquiry Assistant

2 weeks ago


Glasgow, United Kingdom University of Glasgow Full time

**Job Purpose**-You will build and develop a knowledge of Admissions processes, policy and legislative and compliance parameters. You will use knowledge bases and enquiry management templates to answer queries consistently and in line with a supportive, customer focus. Where appropriate you will support the Enquiry Team Lead to improve the knowledge base through your developing experience. You will also complete some Admissions processes to support the optimisation of our customer service.
You will work closely with team members across Admissions, External Relations and other services to ensure that processes are managed with customer focus, in line with agreed KPIs and SLAs and with optimal use of systems and resources.

**Main Duties and Responsibilities**
- Working within a team with responsibility for managing Admissions related enquiries through multiple channels. This can include managing complex and difficult enquiries across a broad variety of Admissions topics.
- Develop knowledge of Admissions processes, policies, legislative requirements, navigation of Admissions systems and customer tools and aspects of student life to optimise our knowledge bases and enquiry responses.
- Support the Admissions Team by completing processes that will optimise customer experience including: search matching, deposit refund requests, partnership progression processing
- Support the Enquiry Team Lead to report against key performance indicators and to ensure that all internal stakeholders are well-informed regarding Enquiry Management progress.
- Support specific projects or initiatives relating to the development of the Enquiry Management process as assigned by the Enquiry Team Lead
- Develop and build relationships with key internal stakeholders in Admissions and across External Relations to help strengthen knowledge bases for Enquiry Management
- Support for additional specific activities or projects as requested by the Heads of Admissions, including those with enquirer and applicant engagement focus eg Open Days or Clearing

**Knowledge, Qualifications, Skills and Experience**

**Knowledge/Qualifications**

**Essential**:

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role. Or, Scottish Credit and Qualification Framework level 5 or 6 (National 5 or 6, SVQ 2 or 3, or equivalent), and experience of personal development in a similar role.

**Skills**

**Essential**:

C1 Outstanding customer service skills.
C2 Ability to communicate clearly, clarifying requirements, responding to colleagues and customers.
C3 Ability to work as part of a team and independently on own initiative
C4 Well developed IT Skills: in the use of Microsoft Office - Word, Excel, Access, PowerPoint, Outlook, database management and input and bespoke databases.
C5 Excellent and accurate keyboard skills.
C6 Ability to multi task, with excellent time management skills to deal with complex and conflicting priorities
C7 Ability to offer a flexible approach to managing a busy workload and supporting priorities from across Admission Enquiries
C8 Ability to use knowledge bases and templates as a framework for responding to enquiries from a very broad range of customers
C9 Ability to support meeting ambitious KPI targets and turnaround times
C10 Initiative and judgement to resolve problems independently.

**Experience**

**Essential**:

E1 Experience of working in a customer service environment, ideally including the management of phone enquiries

**Desirable**:

F1 Previous experience in an Admissions or Higher Education setting

**Terms and Conditions**
Salary will be Grade 4, £21,197 - £23,715 per annum.
This post is full time and open ended.
As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
3 A flexible approach to working.



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