At a Glance
- Tasks: Support student recruitment by managing enquiries and providing excellent customer service.
- Company: Edinburgh Napier University, a supportive and inclusive workplace.
- Benefits: 41 days annual leave, discounts, professional development, and hybrid working.
- Other info: Great career growth opportunities in a dynamic environment.
- Why this job: Join a friendly team and make a real impact on students' journeys.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 26093 - 26093 £ per year.
At ENU, we offer a great working environment where we support ambition, recognise achievement, and offer other excellent benefits including:
- Minimum of 41 days annual leave (including 10 fixed holidays at Easter and Christmas) and the option to purchase additional annual leave
- A wide range of learning and development opportunities
- Opportunity to join our staff inclusion and support networks
- Access to our benefits platform Vivup which includes a huge range of discounts across the UK’s major retailers, health care discounts and Cycle to Work
- Access to our Employee Assistance Programme
The Team:
The Enquirer and Applicant Experience team undertakes work that is key to supporting the achievement of the university’s student recruitment targets. The team has strategic oversight of the systems used through the applicant journey (e.g. CRM, data capture, peer-to-peer chat) as well responsibility for ensuring fantastic customer experience at all stages of enquiry and application.
You’ll be joining a friendly, dependable and supportive team environment, where collaboration is key and individuals are encouraged to contribute ideas and take initiative. The role suits someone who enjoys working with people and thrives in a team-oriented setting.
The Role:
The Enquiry Management Administrator will support the Enquiry Management function, utilising the team’s on-line system (Dynamics 365 CRM) and telephone to communicate with the University’s key audiences. This role will primarily involve assisting undergraduate and postgraduate enquirers and their supporters in the University’s application and admissions processes. The work of this team is central to Edinburgh Napier’s student recruitment activity, through progressing enquirers to the next stage of their journey where possible.
You’ll have the opportunity to gain exposure to a variety of areas across student recruitment, with opportunities to build experience and develop professionally.
What we will need from you:
- Provide an excellent level of customer service to all enquirers and applicants who access our service by telephone, e-mail or through the web, and where appropriate to suggest ways to continuously improve service delivery.
- Communicate directly with audiences from a wide range of backgrounds and for a wide variety of enquiry types, providing detailed, up-to-date and accurate information about studying at Edinburgh Napier University.
- Provide assistance relating to enquiry management to academic and administrative staff, working closely with colleagues to ensure effective communication.
- Support the delivery of the University’s core on-campus recruitment events including University Open Days, and other internal ad-hoc events.
- Participate in International Operations and Student Recruitment’s annual Clearing operation to deliver an efficient and customer focussed service to a high volume of enquirers, including call handling and processing of web enquiries from prospects looking to secure a place at the University through Clearing.
- Participate in team meetings and relevant meetings with colleagues in other services to support recruitment and conversion activities e.g. Admissions, CRM Users Group.
Grade 3: £26,093 per annum starting salary, subject to annual pay increases until scale maximum of £31,236, as well as cost of living increases.
Contract: Permanent, Full Time – 35 hrs/wk, hybrid working with 2-3 days on campus with flexibility to attend additional days for Open days, Welcome week and evening events when necessary.
Interviews: 28th/29th and 30th July (face to face interviews at our Sighthill campus).
The University is unable to sponsor the employment of international workers in this role on the Skilled Worker visa route. International applicants will only be able to take up this role if they can demonstrate an alternative right to work in the UK.
Edinburgh Napier is committed to creating an environment where everyone feels proud, confident, challenged and supported and are holders of Disability Confident, Carer Positive and Stonewall Diversity Champion status.
Enquiry Management Administrator, Full time, Permanent in Edinburgh employer: Edinburgh Napier University
Join a forward-thinking organisation at the forefront of digital construction and skills innovation, where your expertise will directly contribute to transforming the built environment. With a strong commitment to employee development, you will benefit from extensive learning opportunities, generous annual leave, and a supportive work culture that values collaboration and innovation. Located at the BE-ST campus in Hamilton, this role offers a unique chance to make a meaningful impact while enjoying a hybrid working model and access to a range of employee benefits.
Contact Details:
Edinburgh Napier University Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Enquiry Management Administrator, Full time, Permanent in Edinburgh
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Edinburgh Napier University. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Edinburgh Napier University before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Enquiry Management Administrator, Full time, Permanent in Edinburgh
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Edinburgh Napier University:Your cover letter is your chance to shine! Tell us why you want to work at Edinburgh Napier University specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Edinburgh Napier University!
How to prepare for a job interview at Edinburgh Napier University
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
