Applicant Relations Adviser x4 (2x permanent, 2x fixed term)

Hybrid – UAL High Holborn/Home

Full time - 35 hours per week

Student Marketing, Recruitment and Admissions (SMRA), are seeking to appoint an Adviser to support the delivery of a first-class prospective student enquiry service for University of the Arts London.

You will be working as part of a front-line team that handles over 100,000 enquiries a year, and is the first touch point for every enquiry, concluding approximately 80% of enquiries without the need for triage.

You will provide accurate and timely information and guidance to pre and post application enquirers and internal teams in a fast paced environment. You will use a variety of relevant tools/channels (e.g. soft phones, Live Chat, CRM systems, student record system, email) and will support in the development of processes, frameworks, policies and guidance in relation to enquiry management.

You will work closely with colleagues across SMRA, our Colleges, Institutes and other departments building a wide bank of knowledge using initiative and a variety of resources such as the UAL website, internal guidance and templates to enable you to effectively interpret and tailor advice for a diverse range of prospective student enquiries from home and international students. You will use this knowledge to support the team in improving responses/information provision to applicants/enquirers. You will bring a high level of customer focus to your work in order to ensure the provision of an excellent prospective student journey and to help improve conversion from enquiry, through application and offer, to enrolment.

Please note that there are four full-time roles available. There are two fixed-term roles for 18 months, and two permanent roles.

About you

Your profile should include:

• Knowledge of and experience working in Higher Education student recruitment and/or admissions (desirable)
• Demonstrable customer service and administrative experience supported with the ability to showcase a customer care ethos in all you do
• Experience of handling enquiries in real-time either in-person and/or through using live chat and/or the telephone
• Experience of working in a fast-paced, time-sensitive and performance-driven environment
• Ability to demonstrate well-developed attention to detail, comprehension, listening, writing and speaking skills
• Ability to acquire and maintain a breath of specialist knowledge utilising complex and evolving information sources
• Experience of Microsoft Office applications and/or CRM or Student Record systems

We are UAL

University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. We are a collegiate University spread across London with six Colleges, four Institutes and five Research Centres. UAL also has two subsidiary companies, delivering specialist activities – UAL Short Courses Ltd, and UAL Arts Temps Ltd.

For further details and to apply please click the apply button.

Closing date: 5 August 2024 23:55.

UAL is committed to creating diverse and inclusive environments for all staff and students to work and learn – a university where we can be ourselves and reach our full potential. We offer a range of family friendly, inclusive employment policies, flexible working arrangements and Staff Support Networks. We welcome applicants from diverse backgrounds, including race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity, and caring responsibility.

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