Senior Admissions Officer (Applicant Enquiries) - Fixed Term Contract

The Admissions team is responsible for all admissions to UCL’s Undergraduate, graduate taught, research, teacher training and affiliate programmes. It handles approximately 170,000 applications per cycle. The Admissions function is critical in ensuring that UCL secures the desired number of students to meet UCL’s aspirations in terms of securing and maintaining a well-qualified, balanced student body and associated tuition fee income.

At UCL, we are committed to attracting and supporting a diverse and talented student community from across the world. We are now seeking to appoint a Senior Admissions Officer (Applicant Enquiries) to join our centralised admissions team on a fixed-term basis. This role sits at the heart of the applicant experience, supporting enquiries relating to undergraduate, postgraduate, Initial Teacher Education (ITE) and affiliate study applications. You will play a key role in ensuring applicants receive a high-quality, responsive and informed service throughout their admissions journey.

Working collaboratively within the Applicant Enquiries team, you will jointly oversee the day-to-day management of enquiry operations, helping to develop and enhance workflows, processes and service standards in line with sector best practice. You will provide guidance, training and ongoing support to staff in the handling of enquiries and the effective use of UCL’s enquiries CRM system, while also monitoring service performance to ensure responses remain accurate, consistent and delivered within agreed timescales.

You will contribute to the continuous improvement of the service through reporting, trend analysis and auditing of enquiry responses, identifying opportunities to improve applicant information, FAQs and online content. You will work closely with colleagues across Student Recruitment and Admissions and wider UCL departments, including Accommodation and Student Recruitment, to ensure applicants receive accurate information and an excellent standard of customer service.

The role also involves acting as a key user and advocate for UCL’s admissions enquiries CRM system, supporting testing, training and system development activity, alongside developing expertise in associated platforms including Genesys and UCLSelect. In addition, you will support the planning and delivery of applicant communications and telephone provision during key operational periods, including A-level results day.

You will handle enquiries across multiple channels including telephone, email, web chat, post and in-person interactions, responding professionally and empathetically to a wide range of applicant needs and occasionally managing complaints relating to service provision. This is an excellent opportunity for a higher education admissions professional with strong organisational skills, a collaborative approach and a commitment to delivering an outstanding applicant experience in a fast-paced and student-focused environment.

The role is available on a fixed-term basis until the 1st of February 2027 or the return of the original postholder, whichever is sooner. The role is operating hybrid working with a minimum of 1-day onsite at our London Kings Cross (subject to change). This role does not meet the requirements for a Skilled Worker visa certificate of sponsorship under UK Visas and Immigration legislation. UCL will not be able to sponsor individuals who require a right to work in the UK.

You will have substantial experience working within higher education admissions and will be educated to degree level, or hold equivalent professional experience. With a strong understanding of the applicant journey and the operational demands of admissions services, you will be confident managing competing priorities and supporting the effective coordination of a busy team in a fast-paced environment.

You will bring excellent organisational skills and the ability to maintain high service standards under pressure, exercising sound judgement when prioritising workloads and responding to changing demands. Experience of reviewing and improving policies, processes or ways of working to enhance the applicant experience — while ensuring compliance with regulatory and institutional requirements — is essential.

The successful candidate will demonstrate strong interpersonal and communication skills, with the ability to build effective working relationships across teams and engage sensitively and professionally with applicants, colleagues and stakeholders. A tactful, collaborative and solutions-focused approach is key.

Above all, you will be motivated by delivering an outstanding applicant experience and committed to providing a high-quality, inclusive and customer-focused service.

As well as the exciting opportunities this role presents, we also offer some great benefits:

• 41 Days holiday (27 days annual leave, 8 bank holidays and 6 closure days)
• Additional 5 days’ annual leave purchase scheme
• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme and season ticket loan
• Relocation scheme for certain posts
• On-site gym
• Enhanced maternity, paternity and adoption pay
• Employee assistance programme: Staff Support Service

As London’s Global University, we know diversity fosters creativity and innovation. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We particularly encourage applications from candidates underrepresented in UCL’s workforce, including those from Black, Asian and ethnic minority backgrounds, disabled people, and – for Grade 9 and 10 roles – women.