Enquiry Management Officer in Bangor

Job Number: BU03971

Department: Marketing, Communications and Recruitment

Grade: 6

Salary: £30,865 – £37,174 per annum

Contract: 24 months

Responsible to: UK Recruitment Marketing Manager

Closing date: 30 April 2026

Responsibilities

• Work closely with colleagues within the UK Recruitment Marketing team to develop, implement and continually improve enquiry management protocols, call scripts, FAQs and knowledge‑base content.
• Oversee the day‑to‑day operation of student recruitment‑related enquiry services (email, phone, web, live chat, digital engagement platforms, in‑person) to ensure service standards are met.
• Produce marketing content to support enquiry management, ensuring the content reflects the University’s marketing and brand strategies and complements other marketing and recruitment activities.
• Work with colleagues and external partners to support and maintain digital engagement activities.
• Provide training, guidance and support to Enquiry Assistants and other staff responding to student recruitment‑related enquiries.
• Monitor and report on enquiry volume, response times, customer satisfaction and common themes; produce regular reports for senior officers and managers.
• Analyse enquiry trends to identify gaps in information, improve processes and inform UK recruitment marketing and communications.
• Ensure compliance with data protection (GDPR), safeguarding and University policies.
• Liaise with colleagues across departments (e.g. admissions and recruitment, college marketing, web team) to keep enquiry information up to date and accurate.
• Contribute to UK recruitment and conversion campaigns by ensuring enquiry responses support marketing objectives.
• Stay up to date with developments across the HE sector to ensure awareness of competitor behaviour and respond accordingly.
• Take part in Open Days, Recruitment Events, HE Fairs and other duties as deemed necessary.
• Assume additional responsibilities as required by the line manager.

Other Duties and Responsibilities

• Participate in performance reviews and developmental activities.
• Comply with the University's equal opportunities policies, Dignity at Work, Study Policy and Welsh Language Scheme.
• Maintain health, safety and wellbeing duties for a safe and healthy working environment.
• Comply with all applicable health and safety policies, procedures and risk assessments.
• Comply with relevant legal and financial policies and procedures and be aware of legal responsibilities of the post.

Person Specification

Education / Qualification (Essential)

• Educated to A level or NVQ level 4 in an appropriate subject (e.g. marketing, communications) or possess significant equivalent experience.

Education / Qualification (Desirable)

• Undergraduate degree in a relevant subject area.
• Evidence of continuing professional development.

Experience / Knowledge / Skills (Essential)

• Fluent in Welsh (speaking and writing) in a variety of situations.
• Experience in enquiry management, customer service or student recruitment in HE or a similar sector.
• Excellent interpersonal and communication skills, with strong writing, proof‑reading and editing skills.
• Confident and comfortable using IT systems; able to interpret data, produce reports and recommend improvements.
• Strong knowledge of GDPR/data protection and its application to enquiry management.
• Excellent organisational skills, including the ability to multitask, prioritise and meet deadlines under pressure.
• Professional, friendly manner, representing the University positively as the first point of contact and embodying its values.
• Enthusiastic and motivated, capable of working independently and as part of a team.
• Flexible and willing to work the required hours, including evenings and weekends.

Experience / Knowledge / Skills (Desirable)

• Familiarity with CRM, enquiry management systems and related software.
• Experience working in higher education in a similar role or student recruitment/admissions.
• Knowledge of UK qualifications and university admissions processes.
• Proven ability to design and implement processes, scripts and service protocols.
• Experience supervising or training colleagues.
• Flexible and resilient, able to respond to peak periods (e.g. Clearing, enrolment).

The University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We seek to maintain a workforce from all sections of the community and promote the use of the Welsh language through our progressive Welsh Language Policy. We comply with the Welsh Language Standards and are committed to equality of opportunity. All staff have a duty to ensure their actions align with the University's environmental aims and minimise environmental impact. All offers are subject to proof of eligibility to work in the UK and receipt of satisfactory references.