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 committed to equity.
- Benefits: Earn £13.45 per hour with opportunities for professional growth.
- Other info: Flexible working hours in a supportive team environment.
- Why this job: Make a real difference by helping students navigate their enrolment journey.
- Qualifications: Good education, customer service experience, and strong communication skills.
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 in High Wycombe employer: Buckinghamshire New University
As an Enrolment Support Agent at BNU, you will be part of a dynamic and inclusive team dedicated to providing exceptional support to students during their online enrolment process. With a strong commitment to employee growth, BNU offers a supportive work culture that values diversity and encourages professional development, making it an excellent employer for those seeking meaningful and rewarding employment in the heart of High Wycombe.
Contact Details:
Buckinghamshire New University Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Enrolment Support Agents in High Wycombe
✨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! Prepare for common interview questions related to customer service and problem-solving. Role-play with a friend or use online resources to boost your confidence.
✨Tip Number 3
Show off your skills! Bring examples of how you've delivered excellent service in the past. Whether it’s a tricky situation you resolved or a time you went above and beyond, share those stories!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s just good manners!
We think you need these skills to ace Enrolment Support Agents in High Wycombe
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Enrolment Support Agent role. Use keywords from the job description to show that you understand what we're looking for.
Show Off Your Customer Service Skills:Since this role is all about providing first-level support, share specific examples of your customer service experience. We want to see how you've handled enquiries and resolved issues in the past!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your communication is easy to understand.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
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 and how they align with your skills. This will help you articulate how your experience in customer service and problem-solving makes you a great fit.
✨Showcase Your Customer Service Skills
Since this role is all about providing first-level support, be ready to share specific examples of how you've delivered excellent customer service in the past. Think of situations where you resolved issues or helped someone through a process, as this will demonstrate your ability to handle student enquiries effectively.
✨Prepare for Scenario Questions
Expect questions that put you in hypothetical situations related to the enrolment process. Practice responding to scenarios where you might need to guide a student through an online form or manage a security issue. This will show your problem-solving skills and your proactive approach.
✨Highlight Your Teamwork Experience
The job requires collaboration, so be prepared to discuss your experience working in teams. Share examples of how you've contributed to team success, especially in high-pressure environments. This will illustrate your ability to work well with others and take ownership of your responsibilities.
