Enquiries and Call Centre Assistant

The External Relations department brings together student recruitment, marketing, PR, social media, profile and reputation management, development and fundraising, alumni relations and stakeholder engagement into one dynamic, expert function. The team is responsible for telling the University’s story in the UK and internationally – shaping how we are seen, understood and experienced by our audiences. From creating compelling messaging and content across campaigns, digital channels and events, to building influential partnerships and driving sustainable income, External Relations delivers complex, high impact work that is central to the University’s success. Our work supports growth, strengthens trust and reputation, and makes a significant contribution to the University’s long term ambitions.

Recruitment and Enquiries: Our dedicated recruitment and enquiries teams manage questions from prospective and current students via web, WhatsApp, phone, email, and social media. We aim to provide a seamless and efficient service to address their needs and ensure positive sentiments and journey with the University.

About the Role: Join the University of Derby's Student Recruitment Enquiries Team and play a key role in delivering an exceptional experience to prospective students throughout their journey. As an Enquiries and Call Centre Assistant, you will provide outstanding customer service across a range of inbound communication channels while supporting student recruitment through targeted outbound activities designed to help the University achieve its recruitment objectives. This fast-paced and rewarding role requires a customer-focused individual with excellent communication, persuasion and influencing skills, a commitment to continuous improvement, and a passion for delivering service excellence. You will manage a high volume of enquiries, particularly during peak recruitment periods, ensuring enquiries are handled efficiently, KPIs are achieved, and compliance standards are maintained. Confidence in using a variety of digital systems and technologies is essential. You will also support key University operations and events throughout the year, including Clearing, Confirmation, Open Days, Outreach Activities and Enrolment. Due to the seasonal nature of student recruitment, occasional evening and weekend working will be required, particularly during August and September. This is a fully office-based role located at the University’s Kedleston Road campus, working Monday to Thursday 9:00am to 5:00pm and Friday 9:00am to 4:30pm. This is an excellent opportunity for someone who thrives in a busy customer service environment and enjoys helping others make important decisions about their future education. This is a fixed term contract for 12 months.

About You: We are looking for a customer-focused and motivated individual who is passionate about delivering an outstanding experience for prospective students. You will have excellent communication skills, both written and verbal, with the ability to build rapport, demonstrate empathy, and provide clear, accurate guidance throughout the student journey. Working as part of a busy and supportive team, you will be confident handling enquiries across a range of channels, knowing when to resolve issues independently and when to elevate matters appropriately to ensure service levels are maintained. You will be highly organised, with the ability to plan and prioritise workloads effectively, particularly during peak periods when enquiry volumes can be high and unpredictable, while maintaining compliance with relevant policies and procedures. You will be comfortable using a variety of digital systems and technologies to process enquiries and manage information efficiently. A proactive learner, you will continually develop your knowledge to ensure you can provide up-to-date and accurate information about courses, admissions processes and university services. This position would suit someone with experience in customer service, student support or a similar customer-facing environment. It could also be an excellent opportunity for a recent graduate looking to begin a career in higher education, student recruitment or customer engagement, with opportunities to develop valuable professional skills within a dynamic university setting.

Generous annual leave entitlement of 38 days inclusive of bank holidays and concessionary days (pro rata). Suite of holistic wellbeing benefits and support including family-friendly policies, generous sick pay provision and comprehensive Employee Assistance Programme. Access to a variety of staff discounts at high street retailers. Discounted onsite gym. Cycle to Work scheme. A flexible working environment. A commitment to personal and professional development.

Key Contact: For further information and informal enquiries regarding the role, please contact Elisha Martin, Conversion and Clearing Officer via e.martin2@derby.ac.uk. The University is unable to sponsor the employment of international workers under the Skilled Worker route for this role; however, applications are welcome from candidates who are able to demonstrate an alternative right to work in the UK. Please visit our website for more information.