Admissions Enquiry Assistant

Job Purpose 

As an Admissions Enquiry Assistant you will work as part of a team with responsibility for managing enquiries through multiple channels including email, phone, webform, Chatbot, social media and face to face for a broad range of external enquirers and applicants. You will apply a strong customer ethos to all activities with an aim to provide an excellent applicant experience. Admissions Enquiries currently manages and supports interactions with approximately 100,000 enquirers and applicants each year across UG, PGT, PGR, Collaborations and Partnerships.

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.

Furthermore, you will operate to Service Level Agreements for the turnaround of application of responses. You will ensure that all processes and interactions are customer focused and delivered within these service delivery parameters. 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 

1. 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.

2. Apply knowledge base templates to respond to enquiries consistently, and as completely as possible with a strong focus on supporting the applicant experience.

3. 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.

4. Specific pre-application support for PGR applicants to enhance application submissions.

5. Support the Admissions Team by completing processes that will optimise customer experience including: search matching, deposit refund requests, partnership progression processing

6. 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.

7. Support specific projects or initiatives relating to the development of the Enquiry Management process as assigned by the Enquiry Team Lead

8. Develop and build relationships with key internal stakeholders in Admissions and across External Relations to help strengthen knowledge bases for Enquiry Management

9. 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 multitask, 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, £22,681 - £25,138 per annum.

This post is full time (35 hours p/w) and fixed term to 12 November 2024.

Please Note: If you are a current employee of the University of Glasgow, please be advised that the University would consider an internal secondment opportunity for this post. University of Glasgow applicants should seek clearance for release for internal secondment from their line manager before making a formal application. 

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.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.