At a Glance
- Tasks: Support students during online enrolment and resolve their queries with a proactive approach.
- Company: Join a diverse and inclusive university community in High Wycombe.
- Benefits: Earn £13.45 per hour with opportunities for professional growth.
- Other info: Enjoy a dynamic work environment with a focus on teamwork and problem-solving.
- Why this job: Make a real difference by helping students navigate their enrolment journey.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 27000 - 28000 £ per year.
Employment Terms: Full Time (37 hours per week) – Fixed Term Contract (4 months from w/c 03 August 2026)
Salary: £13.45 per hour
Location: High Wycombe
Responsible to: Registry Officer – Student Records & Data Standards
Job Purpose: To provide first level support to student enquiries during online enrolment, including guidance on the completion of the online enrolment form, user management and security (e.g. account creation, password management), proactively contacting students who have not enrolled and guiding them through the online process, and ensuring that all processes are carried out in line with the Directories policies and procedures.
Responsibilities:
- Provide a proactive, customer‑focused first line support during the online enrolment process.
- Act as the first escalation point for the team and customer, taking ownership of the resolution of specific student enquiries and invoking third‑party support as required.
- Update all relevant Service Desk systems, ensuring accuracy and compliance with ITIL‑based policies and standards.
- Log, respond to and resolve all Service Desk contacts within SLA timeframes.
- Proactively contact and guide students through the online enrolment process as directed by the Senior Registry Officer.
- Create and update documentation such as FAQs and user manuals to capture and share knowledge effectively.
- Ensure all information is managed securely in accordance with University policies and applicable legislation.
- Comply with all relevant legislative and regulatory requirements (e.g., Data Protection Act 2018 and GDPR, Health and Safety, UKVI, Equality and Diversity).
- Perform any other duties as reasonably required.
Qualifications:
- Good general education.
- Experience delivering services in a demanding customer service environment.
- Experience in problem solving.
- Experience in teamwork.
- Good operational knowledge of incident management and request fulfilment.
- Higher Education experience.
- Excellent interpersonal, verbal and written communication skills.
- Digitally able with proficiency in Microsoft tools.
- Good organisational skills.
- Ability to work independently, meet deadlines and take initiative.
- Working in a rotating shift covering the Service Desk working hours.
Behavioural Indicators:
- Delivering Excellent Service
- Working together
- Finding solutions
EEO Statement: BNU is proud to have a diverse community and a strong track record of diversity, equity and inclusion. We are committed to promoting an inclusive and diverse workplace and aim to continue building an environment where everyone thrives and can be themselves. We therefore particularly encourage applications from candidates who are likely to be underrepresented in BNU’s workforce, including people from global majority backgrounds, people with disabilities, and LGBTQI+ people, particularly in more senior roles.
Benefits: Benefits information available from the university.
Enrolment Support Agents employer: Buckinghamshire New University
As an Enrolment Support Agent at BNU in High Wycombe, you will join a vibrant and inclusive work culture that prioritises diversity and employee growth. With a commitment to providing excellent service, the university offers comprehensive training and development opportunities, ensuring that you can thrive in your role while making a meaningful impact on students' enrolment experiences.
Contact Details:
Buckinghamshire New University Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Enrolment Support Agents
✨Tip Number 1
Get to know the company! Research BNU and its values. When you understand what they stand for, you can tailor your approach during interviews and show how you fit right in.
✨Tip Number 2
Practice makes perfect! Do mock interviews with friends or family. This will help you get comfortable with common questions and refine your answers, making you more confident when it counts.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend relevant events. Building relationships can give you insider info and even lead to referrals, which can be a game changer.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining the team at BNU. Don’t miss out!
We think you need these skills to ace Enrolment Support Agents
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Enrolment Support Agent role. Highlight your customer service experience and problem-solving skills, as these are key for this position.
Showcase Your Communication Skills:Since excellent verbal and written communication is crucial, use clear and concise language in your application. Don’t forget to mention any relevant experience that demonstrates your ability to communicate effectively.
Highlight Teamwork Experience:We love a good team player! Share examples of how you've worked collaboratively in previous roles. This will show us that you can thrive in our supportive environment.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and keep track of it!
How to prepare for a job interview at Buckinghamshire New University
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Enrolment Support Agent role. Familiarise yourself with the responsibilities, especially around customer support and online enrolment processes. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Customer Service Skills
Since this role is all about providing first-level support, be ready to share examples from your past experiences where you've excelled in customer service. Think of specific situations where you resolved issues or helped someone through a process, as this will demonstrate your problem-solving abilities.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions during the interview. Practice how you would handle common enrolment issues or student enquiries. This will not only prepare you for the questions but also show your proactive approach to problem-solving, which is key for this role.
✨Highlight Your Teamwork Experience
The job requires working closely with others, so be prepared to discuss your teamwork experiences. Share examples of how you've collaborated with colleagues to achieve a common goal, and emphasise your ability to take initiative while still being a team player.
