Adviser, Student Recruitment & Support | Ymgynghorydd, Recriwtio a Chymorth Myfyrwr (Open Uni) in Cardiff

About the Role

The start date for this role is: 01/06/26. The Open University is committed to making higher education open to all and providing a seamless journey for students and supporting their learning success, regardless of their background or previous educational qualifications. This post forms part of a wider team based within the contact centre of The Open University in Wales. The role will initially consist of administrative tasks to assist the wider team and enable other team members to focus on other aspects of the role.

Working within the Student Recruitment and Support Team, you will help ensure that information and documents are stored correctly within the OU systems and help ensure students are able to access support available to them. You will work with multiple internal systems as part of your role, participating in outbound call campaigns, as well as responding to enquiries via phone and email from students and prospective students. Applications can be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.

Key Responsibilities

• To undertake associated administrative and operational processes to action enquirer and student requests in an effective and timely manner.
• To access, utilise and update student and enquirer records including qualification and module records, personal details, and the Open University Customer Relationship Management tool 'VOICE'.
• To work to a rota as part of a team to ensure that all activity is dealt with promptly and effectively and within agreed Service Levels.
• To meet and strive to exceed the expected service standards as set within our quality framework, delivering a positive experience for all students and enquirers by putting them at the heart of everything you do.
• To provide information to both enquirers and students supporting them with registration processes, funding enquiries and general information about The Open University via predominantly inbound/outbound phone calls and emails.
• To proactively transfer calls to specialised teams for further advice and guidance where appropriate as part of an Information, Advice and Guidance model.

Continuous Improvement and Development

• Follow the Information, Advice and Guidance model best practice whilst actively participating in a culture of continuous improvement.
• Recognise and celebrate successes, whilst taking ownership to act upon feedback, doing things better with enthusiasm and commitment.
• From quality monitoring, internal feedback and coaching, seek out opportunities that will stretch and challenge you, openly talking with your Team Manager about your own performance.
• To attend training events and briefings to ensure you have access to accurate and up to date operational information, so you can adopt correct and evolving business practices and procedures.
• Attend and actively engage in team meetings whilst proactively contributing to business improvement ideas and initiatives to optimise service provision.
• To undertake any other duties which may reasonably be required.

Person Specification

Skills and Experience Essential

• Commitment to delivering excellent customer service, with a “can do” attitude and in a professional manner.
• Good communication skills, both oral and written e.g. effective telephone techniques, use of plain English to explain policies and processes and to write clearly, succinctly and correctly.
• An ability to deal with and follow documented information and procedures: using initiative in problem-solving, whilst recognising boundaries.
• Proven IT skills, including use of Microsoft Office packages.
• Experience of working effectively in a team, and working to meet personal, team and organisational targets.
• Good organisational skills including the ability to meet deadlines, working productively and accurately in a high-pressure environment.
• Flexibility including the ability to adapt to changing circumstances (home and office working), duties and work practices.
• A sound understanding of and a commitment to equal opportunities and diversity and also an understanding and empathy with working in a bilingual environment.
• Experience of working in a hybrid model and communicating remotely.
• Experience of working within a higher education environment.
• Experience of working in a multi-channel complex customer services environment and coping with high volume telephone calls, emails and correspondence.
• The ability to speak Welsh, or a willingness to learn.

The role will be 20 hours per week during training period and increasing to 37 hours per week from June to October 2026.