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  • Posted on: 17th Nov 2021
  • Salary: £21,000 to £22,414, with potential progression once in post to £27,268
  • REF: 53258
  • Closes: 24th November 2021
  • Contract Type: Permanent
  • Hours: Full Time

Job Summary

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. 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 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 specialist support and/or knowledge is required (acting as a gateway to other support services). They will take responsibility for certain areas of expertise and will be the ‘go to’ person within the team for those enquiries. They will be expected to make a proactive contribution to the ongoing development of the online knowledge base. In addition, the post holder will undertake a range of other tasks supporting the wider Contact Team and its operational objectives.

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
  • To be responsible for producing regular and ad hoc reports on activity for the Team Leader
  • To alert the Team Leader of potential backlogs or system issues with the possibility of damaging knock effects
  • 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
  • To lead, as appropriate, on specified areas of expertise, ensuring other team members are sufficiently briefed and providing expert advice where required to colleagues from the wider university
  • To use their discretion and judgment to deal with complex enquiries and/or difficult person(s) and complaints without the need for escalation, and support other members of the team as appropriate
  • Be competent in the use of both UG and PG Admissions systems and processes, as well as developing an appreciation and understanding of non-standard applications
  • Be able to interpret complex information and assess against strict criteria when giving advice and guidance critical to an applicant enquiry
  • Check current applications for completeness and/or their current status and providing the appropriate advice and support where required

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 Enquiry Manager, including training in the relevant systems and /or customer services
  • Attending training and development activities as directed by the Team Leader, including training in the relevant systems and /or customer services
  • Helping induct new or temporary members of staff to the office, including regular briefings and updates to the Enquiries Assistants
  • To undertake other tasks which will be required from time to time within the Admissions Office, such as involvement in Confirmation and Clearing, outbound calling and other general office duties

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
  • 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 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 oral and written 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;
  • Evidence of ability to use diagnostic tools in triaging to be able to quickly and efficiently identify the needs of the enquirer;
  • An up-to-date understanding of University developments and priorities, as well as an awareness of the wider Higher Education sector.

Informal enquiries should be addressed to: AdamMeakin a.meakin@bham.ac.uk

We value diversity at The University of Birmingham and welcome applications from all sections of the community’
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