Student Enquiry Support Specialist
2 weeks ago
About the role
We are seeking an Adviser to support the delivery of a first-class prospective student enquiry service for University of the Arts London.
As part of our front-line team, you will handle over 100,000 enquiries a year and be the first point of contact for every inquiry, concluding approximately 80% without triage.
You will provide accurate and timely information and guidance to pre and post-application enquirers and internal teams in a fast-paced environment, using various tools and channels.
The successful candidate will work closely with colleagues across SMRA, Colleges, Institutes, and other departments to develop processes and frameworks related to enquiry management.
Key responsibilities
- Provide exceptional customer service and support to prospective students, handling enquiries via phone, live chat, and email.
- Work collaboratively with the team to improve responses and information provision to applicants and enquirers.
- Develop and maintain a broad knowledge base on UAL's services, policies, and procedures to effectively advise prospective students.
- Contribute to the development of processes and frameworks related to enquiry management.
- Maintain accurate records and reports, providing insights to inform improvements to the enquiry process.
About you
To succeed in this role, you should have:
- Knowledge of Higher Education student recruitment and/or admissions (desirable).
- Demonstrable customer service and administrative experience, with excellent communication skills.
- Experience of handling real-time enquiries, either in-person or through live chat and/or telephone.
- Able to work in a fast-paced, time-sensitive environment, with high performance expectations.
- Strong attention to detail, comprehension, listening, writing, and speaking skills.
- Ability to acquire and maintain specialist knowledge from complex sources.
- Proficiency in Microsoft Office applications and/or CRM or Student Record systems.
Compensation and benefits
This is a fixed-term role for 18 months, with a competitive salary of £23,500-£25,000 per annum, depending on experience.
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