Applicant Relations Adviser x2

The opportunity:

• 1 Applicant Relations Adviser - Permanent
• 1 Applicant Relations Adviser - Fixed Term - 12 months - parental leave

Student Marketing, Recruitment and Admissions (SMRA) are seeking to appoint a committed and motivated Applicant Relations Adviser who believes in putting the applicant experience first, to support the delivery of a first-class prospective student enquiry service for University of the Arts London (UAL).

You will provide accurate and timely information and guidance to pre and post application enquirers, working to agreed key performance indicators. You will use a variety of relevant tools/channels (e.g. email, soft phones, Live Chat, CRM systems, student record system) to advise enquirers, and will contribute to the development of processes, frameworks, policies and guidance in relation to enquiry management.

You will work closely with colleagues across SMRA, Colleges and other departments, building the knowledge required to manage/triage a wide range of prospective student enquiries from home and international students and using this knowledge to improve responses/information provision to applicants/enquirers.

You will bring a high level of customer focus to your work to support the provision of an excellent prospective student journey and to help improve conversion from enquiry, through application and offer, to enrolment.

Your profile should include:

• Knowledge of and experience working in Higher Education student recruitment and/or admissions is desirable.
• Demonstrable customer service and administrative experience, including experience of handling enquiries by email and live chat, supported with the ability to highlight a customer care ethos in all you do.
• Experience of working in a fast-paced, time-sensitive and performance-driven environment, working to agreed key performance indicators.
• Ability to demonstrate well-developed attention to detail, comprehension, listening, writing and speaking skills.
• Ability to acquire and maintain a breadth of specialist knowledge utilising complex and evolving information sources.
• Experience of Microsoft Office applications and/or CRM or Student Record systems.

Please note if you have applied in the last 6 months, we are not accepting re-applications.

We are UAL. University of the Arts London (UAL) generates and inspires the creativity the world needs for a better future. Since 1842, our colleges have been defining creative education. With curiosity, imagination and intent we make work which creates lasting change for people and our planet.

London is core to who we are, a place where we meet and share ideas with people from different backgrounds and cultures. Our creative network influences learning, culture, industry and society on a global scale. Our academics and practitioners deliver creative education and inspire new ways of thinking through research and innovation. We work with students at every level from pre-degree and short courses to postgraduate and online learning, enabling them to build the careers they want. Together, we are a community of makers, thinkers, pioneers and storytellers redesigning the future.

As a University, we are ranked second in the world for Art and Design. We are formed of 6 Colleges with unique histories and identities: Camberwell College of Arts, Central Saint Martins, Chelsea College of Arts, London College of Communication, London College of Fashion and Wimbledon College of Arts. UAL also has 4 Institutes, 5 Research Centres, 1 Pre-Degree School and 2 subsidiary companies delivering specialist activities.

We are a global University, welcoming over 22,000 students and 6,000 staff from 130 countries. We aim to be a university where people can be themselves and feel supported to reach their full potential. That’s why we are proud to hold a Bronze Award from the Race Equality Charter (REC), are members of the Business Disability Forum and Employers for Carers, and maintain our status as a Disability Confident Scheme and Living Wage employer.

Application process:

We operate a fair and open anonymous selection process. Thus, you will need to create an account and submit an application through our job board. As part of this, you will need to provide a supporting statement/answer some competency questions to demonstrate your suitability. Our recruitment process involves: Application, Shortlisting, Interview and Assessment, Offer, Onboarding.

We understand the benefits of using AI in work. But, if you are thinking of using it to submit an application, we ask you to think about what value it adds. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

If we receive a high volume of applications, the closing day date might close early. We aim to communicate any changes to the closing date with at least 24 hours’ notice. If you have any general questions or have accessibility needs, please refer to our Contact us page. Candidates are advised to submit applications early.