Admissions Customer Service Manager

Anglia Ruskin University; Chelmsford; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading UK university is seeking an exceptional Admissions Professional to oversee its Admissions Customer Service Team. This role involves leading high-volume inquiries, ensuring prospective students receive supportive communication from inquiry through to enrollment. The ideal candidate will have a degree and experience in managing customer service teams, with a strong focus on optimizing the applicant experience using digital communication tools. This position promotes a collaborative environment and offers flexible working opportunities.

Benefits

Generous holiday entitlement

Occupational pension schemes

Training and development opportunities

Travel to work scheme

Competitive relocation package

Qualifications

• Experience managing high-performing customer service teams.
• Experience in designing outbound conversion campaigns.
• Proficient in using CRM and live-chat systems.

Responsibilities

• Lead the Admissions Customer Service Team.
• Handle high-volume multichannel applicant enquiries.
• Analyze data to inform service improvements.

Skills

Customer service expertise

Digital communication

People management

Data analysis

CRM systems

Live-chat systems

Education

Degree level education

Job description

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About ARU

ARU is a global university transforming lives through innovative, inclusive and entrepreneurial education and research. ARU holds a Gold award for the quality of its education, awarded through the Teaching Excellence Framework (TEF).
ARU's research institutes and four faculties bridge scientific, technical and creative fields. We deliver impactful research which tackles pressing issues and makes a real difference to our communities. Our academic excellence has been recognised by the UK's Higher Education funding bodies, with 16 of our research areas assessed as world leading. We are the largest provider of Nursing, Midwifery, Health and Social Care students in the East of England, and we are also among the UK's leading universities for degree apprenticeship provision, working with hundreds of employers across the UK.

About the Role

We are seeking an exceptional customer-service-driven admissions professional to lead our Admissions Customer Service Team within Corporate Marketing. Working at the heart of the applicant journey, you will play a pivotal role in shaping first impressions of ARU - ensuring every prospective student receives timely, accurate and engaging support from their very first enquiry through to enrolment.

Our Admissions Customer Service Team is responsible for handling high-volume multichannel applicant enquiries year-round and leads key moments in the recruitment cycle including confirmation and clearing. This role offers an exciting opportunity to combine your expertise in digital communication platforms, customer experience, and people management to continue elevating ARU's applicant experience.

Educated to degree level, you will bring experience of line-managing high-performing customer service teams and supporting colleagues through training, coaching and onboarding. A confident communicator you will design and deliver outbound conversion campaigns. Along with being an expert in CRM and live-chat systems, you will provide guidance across Corporate Marketing and the wider University, continually identifying opportunities to enhance processes and streamline applicant communications. You will also design and deliver outbound conversion campaigns that support the University's recruitment ambitions while ensuring that the applicant experience remains at the forefront of decision-making.

This role demands a proactive and organised leader - someone who is comfortable analysing data to inform service improvements, experienced in resolving complex enquiries, and motivated by delivering sector-leading standards in customer care. If you are passionate about innovation, collaboration and making a tangible difference to applicants at every stage of their journey, we would love to hear from you.

Informal enquiries can be made to Sean Rowlatt, [e-mail]

Find out more about working with us and how we recruit .

We have an agile working culture and offer an extensive range of benefits including generous holiday entitlement, occupational pension schemes, training and development opportunities, travel to work scheme and a competitive relocation package. Visit our benefits page for full details.

We are committed to safeguarding and promoting welfare of our staff and students and expect all staff and volunteers to share this commitment. Applicants should be aware that ARU will carry out online searches as part of the due diligence on short listed candidates.

We value diversity at ARU and welcome applications from all sections of the community.

We have a responsibility to ensure that all employees are eligible to live and work in the UK.

Committed to being inclusive and open to discuss flexible working.

We reserve the right to close this vacancy once we have received sufficient applications.

Guidance Notes

Please download the Job Description Person Specification for key requirements. To apply, demonstrate how your skills and experience meet the criteria.