Enquiries and Call Centre Assistant

£28,807 to £30,125 per annum (for exceptional performers, there is scope for further progression up to £34,643.75 per annum)

Onsite
This role will be based on site, primarily in the named location.

We have one simple promise – to make a positive impact.

Through our ground-breaking research, teaching excellence and commitment to sustainable living, we are changing lives for the better.

The University of Derby is a modern university with a modern outlook.

Everything we do is driven by delivering excellence and opportunities for our students, our staff and our region.

We have some of the best university facilities in the UK and achieve outstanding results for our teaching and research and have been awarded Gold in the prestigious Teaching Excellence Framework (TEF) 2023 – making it one of the top universities in the country recognised for its outstanding student experience and student outcomes.

Financially strong and seriously ambitious we offer our employees an inclusive culture that centres itself around staff wellbeing, where you can be confident you will receive all the help and encouragement you need to build a rewarding career with lots of opportunities to enhance your skills.

The External Relations department brings together student recruitment, marketing, PR, social media, profile and reputation management, development and fundraising, alumni relations and stakeholder engagement into one dynamic, expert function.

The team is responsible for telling the University’s story in the UK and internationally – shaping how we are seen, understood and experienced by our audiences.

From creating compelling messaging and content across campaigns, digital channels and events, to building influential partnerships and driving sustainable income, External Relations delivers complex, high impact work that is central to the University’s success.

Our work supports growth, strengthens trust and reputation, and makes a significant contribution to the University’s long term ambitions.

Recruitment and Enquiries

Our dedicated recruitment and enquiries teams manages questions from prospective and current students via web, Whats App, phone, email, and social media.

We aim to provide a seamless and efficient service to address their needs and ensure positive sentiments and journey with the University.

Join the University of Derby's Student Recruitment Enquiries Team and play a key role in delivering an exceptional experience to prospective students throughout their journey.

As an Enquiries and Call Centre Assistant, you will provide outstanding customer service across a range of inbound communication channels while supporting student recruitment through targeted outbound activities designed to help the University achieve its recruitment objectives.

This fast-paced and rewarding role requires a customer-focused individual with excellent communication, persuasion and influencing skills, a commitment to continuous improvement, and a passion for delivering service excellence.

You will manage a high volume of enquiries, particularly during peak recruitment periods, ensuring enquiries are handled efficiently, KPIs are achieved, and compliance standards are maintained.

Confidence in using a variety of digital systems and technologies is essential.

You will also support key University operations and events throughout the year, including Clearing, Confirmation, Open Days, Outreach Activities and Enrolment.

Due to the seasonal nature of student recruitment, occasional evening and weekend working will be required, particularly during August and September.

This is a fully office-based role located at the University’s Kedleston Road campus, working Monday to Thursday 9:00am to 5:00pm and Friday 9:00am to 4:30pm.

This is an excellent opportunity for someone who thrives in a busy customer service environment and enjoys helping others make important decisions about their future education.

This is a fixed term contract for 12 months.

Anticipated interview date: Tuesday 8th September 2026

We are looking for a customer-focused and motivated individual who is passionate about delivering an outstanding experience for prospective students.

You will have excellent communication skills, both written and verbal, with the ability to build rapport, demonstrate empathy, and provide clear, accurate guidance throughout the student journey.

Working as part of a busy and supportive team, you will be confident handling enquiries across a range of channels, knowing when to resolve issues independently and when to elevate matters appropriately to ensure service levels are maintained.

You will be highly organised, with the ability to plan and prioritise workloads effectively, particularly during peak periods when enquiry volumes can be high and unpredictable, while maintaining compliance with relevant policies and procedures.

You will be comfortable using a variety of digital systems and technologies to process enquiries and manage information efficiently.

A proactive learner, you will continually develop your knowledge to ensure you can provide up-to-date and accurate information about courses, admissions processes and university services.

This position would suit someone with experience in customer service, student support or a similar customer-facing environment.

It could also be an excellent opportunity for a recent graduate looking to begin a career in higher education, student recruitment or customer engagement, with opportunities to develop valuable professional skills within a dynamic university setting.

• Handle incoming enquiries across multiple channels including but not limited to online chat, email, telephone and social media, as well as additional new arising channels for example forums as required
• Assess enquiries to effectively nurture and provide up to date and accurate information and guidance to allow prospective students to make an informed decision about studying at the University.
• Deliver an excellent level of customer service in line with service level agreements. To expedite complaints or concerns to line manager as required.
• Ensure a smooth transition for prospects from the Student Recruitment Enquiries Team into the Admissions Enquiries Team
• Maintain accurate and up to date customer records within the University’s CRM system (Dynamics) to enable high quality reporting to support departmental planning and decision making to strengthen student recruitment and conversion.
• Dealing with all enquiries in a professional, efficient, sensitive, and courteous manner whether they are in person, by telephone or by email.

Attend and provide support at key recruitment and conversion events, for example Open days and outreach events.

• Providing advice on all aspects of the student journey, the University’s offering and admissions process, including signposting of specialist services within the university.
• Ensure clear, effective and timely communication as appropriate to internal and external stakeholders. Maintain accurate records to enable evidence-based challenge and support.
• Using initiative to resolve problems and queries relevant to responsibilities and knowing when to elevate and how.

Using available audits and monitoring processes, ensure quality assurance of own work and effective prioritisation to avoid creating bottlenecks and delays.

Use initiative to resolve problems and queries relevant to responsibilities.

Act in a responsible, professional manner and comply with General Data Protection Regulations (GDPR) and data security legislation/policy.

In doing so, ensure data is extracted, shared, handled, and stored appropriately and removed responsibly in accordance with the University’s retention policy.

• Attend all training and development opportunities as required to ensure relevancy of practice and compliance.
• Provide information, advice and guidance on entry qualifications, available entry routes and the process of admission to university.
• Adopt the University’s Core Values and Underpinning Behaviours.
• Work flexibly including, when required, during evenings and weekends and/or at other sites.
• Level 3 qualifications such as A-Levels, BTEC Extended Diploma or equivalent qualification, with GCSE Maths and English at Grade 4/C or equivalent or comparable knowledge and transferable skills gained through professional experience

Experience

• Experience in a customer service role
• Demonstrable experience of successfully managing competing priorities within a resource-limited environment
• Demonstrable experience of working collaboratively across boundaries to achieve common goals
• Experience of building and maintaining strong working relationships
• Experience of dealing with a wide range of customers by telephone, email and face-to-face
• Experience of solving problems, effectively and efficiently
• Experience of working in a busy office environment
• Experience of using Microsoft Tools (MS Office, Word, Excel, Outlook, Teams and contact databases

Skills, knowledge & abilities

• Ability to liaise with individuals and organisations on a wide range of levels
• Ability to multitask
• Successfully managing conflicting priorities
• Excellent written and verbal communication skills
• Excellent attention to detail
• Expert knowledge in the admissions process and wider student journey
• Excellent interpersonal skills including the ability to demonstrate tact and diplomacy in dealing with a wide range of stakeholders
• Strong customer and service focus
• Good judgement of situations and people and the ability to respond appropriately, professionally and commendably
• Ability to adapt and be flexible
• Ability to work through service pressures methodically and calmly
• Business requirements
• Ability to work outside of normal working hours (including some evenings and weekends), to support the business during key University events, such as Graduation, Clearing and Open Days
• Willing and able to work outside of normal hours during peak periods in the year, particularly during August and September.
• Prior notice will be given for evening and weekend work

Qualifications

• Relevant professional body membership

Experience

• Experience using CRM Dynamics or similar system
• Significant management experience in a busy service environment
• Experience of working in an admissions/recruitment team
• Experience of working in the Higher Education sector

Skills, knowledge and abilities

• Understanding of a post-16 vocational institution
• Excellent ability to balance multiple priorities, planning and managing own workload
• Excellent digital literacy and ability to confidently use a range of tools such as Microsoft Office Suite, CRM systems
• Ability to understand and apply regulations such as GDPR
• Generous annual leave entitlement of 38 days inclusive of bank holidays and concessionary days (pro rata)
• Suite of holistic wellbeing benefits and support including family-friendly policies, generous sick pay provision and comprehensive Employee Assistance Programme
• Access to a variety of staff discounts at high street retailers
• Discounted onsite gym
• Cycle to Work scheme
• A flexible working environment
• A commitment to personal and professional development

For further information and informal enquiries regarding the role, please contact Elisha Martin, Conversion and Clearing Officer via e. martin2@derby. ac. uk

For enquiries regarding your application and for sponsorship eligibility, please contact the recruitment team via recruitment@derby. ac. uk .

The University is unable to sponsor the employment of international workers under the Skilled Worker route for this role; however, applications are welcome from candidates who are able to demonstrate an alternative right to work in the UK.

Equity, diversity and inclusion

The University of Derby is committed to fostering an open, inclusive and diverse community where everyone is treated with dignity, fairness and respect.

We are committed to advancing equity, diversity and inclusion regardless of age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief (or none), sex or sexual orientation.

As a Disability Confident employer, we are committed to inclusive recruitment and welcome requests for adjustments throughout the recruitment process.

Applicants may choose their preferred title, including 'Mx', and may share preferred pronouns if they wish.

We also use anonymised shortlisting to help reduce the potential impact of unconscious bias.

For more information on equity, diversityand inclusion at the University of Derby, pleasevisitour website .

We are also committed to promoting academic freedom and freedom of speech and expression within the law, in line with our Code of Practice , and value diversity of thought alongside diversity of backgrounds and experiences.

However you identify, we welcome applications from people whose experiences, perspectives and talents will contribute to our inclusive, supportive and intellectually vibrant community.

Environmental Sustainability

At the University of Derby, we are passionate about embedding sustainability into everything that we do.

We aim to bring environmental sustainability into all aspects of the University, including teaching, research and operational activities.

In line with the University's strategic framework, we expect all our staff to embed sustainability into their working practices and support the University's objective to reach net zero carbon by 2050.

The University of Derby is committed to safeguarding and promoting the welfare of all our staff, students and children.

At the University of Derby, safeguarding is everybody's concern.

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