Admissions Enquiries Advisor

University of Derby; Kedleston; Hybrid; GBP 29,000 - 30,000; Full time

Job summary

The University of Derby is seeking an Admissions Advisor to join the Admissions team. You will handle a high volume of applicant enquiries across email, phone, in person and social media, delivering accurate guidance on admissions processes for undergraduate and postgraduate programmes.

This 12-month fixed-term contract focuses on supporting applications, coordinating documentation, and contributing to open days and peak periods such as Confirmation and Clearing.

Qualifications

• HND or equivalent qualification required.
• Experience in admissions/recruitment and customer service.
• Experience working in higher education.
• Experience with CRM systems.
• Experience handling customer enquiries via social media.

Responsibilities

• Manage high volumes of applicant enquiries across email, phone, in person and social media.
• Provide accurate, timely guidance on admissions processes, interviews and offers.
• Support application processing during peak periods, including Confirmation and Clearing.
• Assist with training and induction of new Admissions staff.
• Ensure GDPR compliance and proper data handling across systems.

Skills

Communication skills

Multichannel communication

Attention to detail

Time management

Good judgement

Adaptability

Analytical skills

Education

HND or equivalent

Job description

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

Hybrid
This role will be based on site, primarily in the named location with the opportunity to work remotely available in line with our Adaptive Working Framework.

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 Registry support all aspects of the student journey, right from initial enquiry and application, all the way through to final award and student completion. We strive to provide an outstanding service to all our users and to be thought leaders in our fields of expertise, developing research informed practise. Registry teams work collaboratively with stakeholders to deliver a high-performance culture that promotes wellbeing, diversity and opportunity for all, supporting excellent student experience.

About the Admissions Team

The Admissions team provides a vital service to support the University in meeting its target for UK and International recruitment across all undergraduate and postgraduate programmes and courses.

The Admissions team is part of The Registry. The Registry strives to provide an outstanding service to all our users and to be thought leaders in our fields of expertise, developing research informed practise. Registry teams work collaboratively with stakeholders to deliver a high-performance culture that promotes wellbeing, diversity and opportunity for all, supporting excellent student experience.

The University is committed to providing an inclusive student experience, which offers all students the opportunity to achieve to their full potential.

The Admissions team plays a vital role in supporting the University’s UK and international student recruitment objectives across undergraduate and postgraduate programmes. This customer-focused position is responsible for managing a high volume of applicant enquiries across email, telephone, face-to-face and social media channels, providing accurate, timely and professional advice throughout the admissions journey.

You will support applicants with enquiries relating to admissions processes, application progress, interviews and offers, while ensuring records and documentation are managed accurately across a range of systems. Working to key performance targets, particularly during peak periods such as Confirmation and Clearing, you will contribute to delivering an outstanding applicant experience. The role also involves supporting recruitment events, maintaining compliance with GDPR and University policies, and using initiative to resolve queries and provide effective solutions in a fast-paced environment.

This is a fixed term contract for 12 months.

You will be customer service focused with the ability to deal with all enquiries relating to admissions and the progress of applications across a range of programmes and modes of study including undergraduate and postgraduate taught programmes. This will require the delivery of accurate advice and guidance to applicants, their families and other stakeholders ensuring that the service provided is delivered in a professional, efficient, sensitive, and courteous manner whether they are in person, by telephone or by email.

• Dealing with all enquiries relating to admissions and the progress of applications across a range of programmes and modes of study including undergraduate and postgraduate taught programmes.
• Providing accurate advice and guidance to applicants, their families and other stakeholders ensuring that the service provided is delivered in a professional, efficient, sensitive, and courteous manner whether they are in person, by telephone or by email.
• Working across a range of Social Media platforms to handle applicant enquiries.
• Communicating accurate advice relating to the progress of applications, interviews and other stages of the admissions and selection processes, demonstrating a working understanding of admissions processes.
• Responding to enquiries in relation to admissions procedures to decide on correct course of action referring to the Admissions Advisors for resolution where necessary.
• Assisting with the collection and uploading of applicant documentation for professional suitability checks and assigning tasks to the relevant Admissions Advisor for processing.
• Responsibility for processing direct applicant offer decisions, ensuring that applicants are kept informed of the next steps once they have made their decisions.
• Supporting application processing at key points in the cycle, particularly during Confirmation and Clearing and any other key timelines.
• Participating in Recruitment, Admissions and Registry events such as Open days, Confirmation, Clearing, Enrolment and Graduation.
• Participating in any other duties as directed by manager and leaders within the admissions team.
• Using initiative to resolve problems and queries relevant to responsibilities.
• Acting 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.
• Attending all training and development opportunities as required to ensure a continuous high performing culture and customer experience.
• Assisting with the training and induction of new staff to help ensure a deep understanding of relevant procedures, systems, process, and accountability. This includes full participation in mentoring new team members in day-to-day activities.
• Adopting the University’s Core Values and Underpinning Behaviours.
• Level 3 qualifications such as A-Levels, BTEC Extended Diploma or equivalent qualification
• GCSE Maths and English at Grade 4/C or equivalent or comparable knowledge and transferable skills gained through professional experience

Experience

• Experience of working in a team and meeting performance targets
• Experience of working in a customer service environment
• 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 using initiative in the performance of your duties and working without close supervision
• Experience of using Microsoft Tools (MS Office, Word, Excel, Outlook, Teams and contact databases
• Experience of working collaboratively across boundaries to achieve common goals
• Experience of building and maintaining strong working relationships at all levels across an organisation

Skills, knowledge & abilities

• Strong communication and interpersonal skills with the ability to develop and maintain effective working relationships with staff in the immediate workplace, across the Department and beyond
• Ability to communicate effectively with customers in writing, on the telephone, in person and across a range of social media platforms
• High level of accuracy and attention to detail
• Strong organisational and time management skills
• Good judgement of situations and people and the ability to respond appropriately and professionally
• Ability to adapt and be flexible
• Good analytical skills

Business requirements

• Willingness to work outside of normal hours at times as relevant to achieving service delivery, targets and deadlines, including, when required, evenings and weekends
• 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
• Willingness and flexibility to travel and work between University and external sites in a cost effective and timely manner as relevant to support staff, attend events, meetings, and/or undertaking any duties, as required, relevant to the level of the post

Qualifications

• HND or equivalent

Experience

• Experience of working in an admissions/recruitment team
• Experience of working in the Higher Education sector
• Experience working with a Customer Relationship Management (CRM) system
• Experience in handling customer enquiries using social media platforms
• 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 Gemma Plant, Admissions Enquiries Manager via [e-mail]

For enquiries regarding your application and for sponsorship eligibility, please contact the recruitment team via [e-mail] .

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.

Be part of something extraordinary.