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- Tasks: Assist prospective students by managing enquiries via email, phone, and in person.
- Company: Join the University of Birmingham, a leading institution dedicated to student success.
- Benefits: Enjoy a supportive work environment with opportunities for training and development.
- Other info: Flexible working hours and a chance to engage with diverse individuals.
- Why this job: Be part of a dynamic team that shapes the future of students and enhances university reputation.
- Qualifications: Minimum Grade C in GCSE English and Mathematics; customer service experience preferred.
The predicted salary is between 24000 - 36000 £ per year.
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Enquiry Assistant – External Relations – 7608 – Grade 3
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Client:
University of Birmingham
Location:
United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
d370a5587d80
Job Views:
5
Posted:
25.08.2025
Expiry Date:
09.10.2025
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Job Description:
Summary
The Admissions Contact Team is responsible for inbound enquiry management for prospective students and their influencers. This covers the period from the first point of enquiry up until applicants begin their studies at the University of Birmingham.
This post plays a key role in the successful delivery of a professional and high quality first line support service to enquirers, applicants and others making enquiries to the Contact Team. The team in which this post works triage a high volume of inbound queries from a diverse client group of both internal and external customers, through multiple communication channels. The team triage all queries to identify where tasks can be resolved at the point of enquiry or the best resolution pathway where specialists support and/or knowledge is required (acting as a gateway to other support services).
The post holder will also undertake a range of other tasks supporting the wider Contact Team and its operational objectives.
Main Duties
- The Enquiry Assistant is required to provide a high level of front-line service to all making enquiries to the Contact Team. Duties include:
- Responding to Admissions enquiries received by email, phone, and in person; acting as the first contact point to resolve or triage queries
- Responding to a broad range of enquirers across the breadth of the applicant lifecycle, including international applicants, parents, teachers and internal members of staff
- Acting as the internal liaison contact, conducting assessment and escalation of enquiries where appropriate
- Collaborating with colleagues both within the team and the wider Admissions Office, ensuring the correct referral channels exist for routing more complex queries Checking current applications for completeness and/or their current status and providing the appropriate advice and support where required
- Be fully competent in the use of both UG and PG Admissions systems and processes, as well as an appreciation and understanding of non-standard applications
- Maintaining a high level of customer service by ensuring that standard levels of service are adhered to at every stage of the enquiry process
- Completing training activities as directed by theTeam Leader, including training in the relevant systems and /or customer services
- To work with and/or direct the work of new or temporary members of staff in the office
- To undertake other tasks which will be required from time to time within the Admissions Office, such as involvement in Confirmation and Clearing, outbound calling and other general office duties
Person Specification
- Excellent interpersonal skills including politeness, diplomacy, tact and courtesy, as the role involves considerable contacts with others, both internal and external to the University
- A good level of education overall with minimum Grade C at GCSE in English and Mathematics or equivalent qualification
- Accuracy and attention to detail in data entry and in providing information
- Accuracy in use of oral and written English for answering queries in person, by telephone, and in writing
- Confidence in the use of IT systems for data entry and retrieval
- A flexible approach to work due to the often-changing priorities of the Contact Team
- An excellent team worker, understanding their role within the immediate and wider team and acting within minimum standards in a time sensitive environment
- Evidence of ability to use diagnostic tools in triaging to be able to quickly and efficiently identify the needs of the enquirer
- An understanding of the admissions process and the importance of the role in contributing to the successful recruitment and selection of students, which in turn contributes to the financial and reputational health of the institution
- Awareness of Higher Education
- Experience of working in a customer service environment.
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Enquiry Assistant - External Relations - 7608 - Grade 3 employer: University of Birmingham
Contact Detail:
University of Birmingham Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Enquiry Assistant - External Relations - 7608 - Grade 3
✨Tip Number 1
Familiarise yourself with the admissions process at the University of Birmingham. Understanding how the system works will help you answer queries more effectively and demonstrate your knowledge during any interviews.
✨Tip Number 2
Practice your communication skills, especially in handling inquiries over the phone and via email. Role-playing different scenarios can help you feel more confident and prepared for the types of questions you might encounter.
✨Tip Number 3
Network with current or former employees in similar roles. They can provide insights into the day-to-day responsibilities and expectations, which can be invaluable when preparing for your application and potential interview.
✨Tip Number 4
Showcase your customer service experience by preparing examples of how you've successfully handled difficult situations in the past. This will highlight your interpersonal skills and ability to maintain a high level of service under pressure.
We think you need these skills to ace Enquiry Assistant - External Relations - 7608 - Grade 3
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Enquiry Assistant position. Highlight how your skills and experiences align with the duties outlined.
Tailor Your CV: Customise your CV to reflect relevant experience in customer service and enquiry management. Emphasise your interpersonal skills, attention to detail, and any experience with admissions processes or higher education.
Craft a Compelling Cover Letter: Write a cover letter that showcases your enthusiasm for the role and the University of Birmingham. Use specific examples from your past experiences to demonstrate your ability to handle enquiries and provide excellent customer service.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. Ensure that your written English is clear and professional, as this reflects your communication skills.
How to prepare for a job interview at University of Birmingham
✨Showcase Your Customer Service Skills
Since the role involves a high level of front-line service, be prepared to discuss your previous customer service experiences. Highlight specific examples where you successfully resolved queries or provided support, demonstrating your interpersonal skills and ability to handle diverse enquiries.
✨Understand the Admissions Process
Familiarise yourself with the admissions process at the University of Birmingham. Being able to articulate your understanding of how the admissions team operates and the importance of their role will show your genuine interest in the position and the institution.
✨Demonstrate Attention to Detail
Accuracy is crucial in this role, especially when handling data entry and responding to enquiries. Prepare to discuss how you ensure accuracy in your work and provide examples of how you've maintained attention to detail in past roles.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and how you would triage enquiries. Think about how you would approach different types of queries and be ready to explain your thought process during the interview.