Applicant Relations Adviser (fixed term)

Employer: University of the Arts London
Location: Hybrid – UAL High Holborn/Home
Salary: £32,624 - £39,342 per annum (pro rata for fixed term)
Contract: Full time
Hours: Full time

Job description

The opportunity

Student Marketing, Recruitment and Admissions (SMRA), are seeking to appoint an Adviser to support the delivery of a first-class prospective student enquiry service for University of the Arts London.

You will be working as part of a front-line team that handles over 100,000 enquiries a year, and is the first touch point for every enquiry, concluding approximately 80% of enquiries without the need for triage.

You will provide accurate and timely information and guidance to pre and post application enquirers and internal teams in a fast paced environment. You will use a variety of relevant tools/channels (e.g. soft phones, Live Chat, CRM systems, student record system, email) and will support in the development of processes, frameworks, policies and guidance in relation to enquiry management.

You will work closely with colleagues across SMRA, our Colleges, Institutes and other departments building a wide bank of knowledge using initiative and a variety of resources such as the UAL website, internal guidance and templates to enable you to effectively interpret and tailor advice for a diverse range of prospective student enquiries from home and international students. You will use this knowledge to support the team in improving responses/information provision to applicants/enquirers. You will bring a high level of customer focus to your work in order to ensure the provision of an excellent prospective student journey and to help improve conversion from inquiry, through application and offer, to enrollment.

Please note that there is one fixed-term role for 18 months.

About you

Your profile should include:

• Knowledge of and experience working in Higher Education student recruitment and/or admissions (desirable). 
• Demonstrable customer service and administrative experience supported with the ability to showcase a customer care ethos in all you do.
• Experience of handling enquiries in real-time either in-person and/or through using live chat and/or the telephone.
• Experience of working in a fast-paced, time-sensitive and performance-driven environment.
• Ability to demonstrate well-developed attention to detail, comprehension, listening, writing and speaking skills.
• Ability to acquire and maintain a breath of specialist knowledge utilising complex and evolving information sources.
• Experience of Microsoft Office applications and/or CRM or Student Record systems.

Please apply early as the application closing date maybe held earlier should sufficient applications be received.