Student Enquiries Advisor Frontline Support

Birmingham City University

Birmingham

On-site

GBP 21,000 - 25,000

Full time

6 days ago

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Benefits offered by this job

Generous leave

Pension scheme

Wellbeing support

Staff benefits

Job summary

Birmingham City University is seeking a Student Customer Services Officer to join the Student Advice & Community Team, supporting high-quality services across the University. You will be the first point of contact for students accessing the University's Student Enquiry Centre, responding to enquiries across face-to-face, telephone, email and live chat.

You will signpost or refer students to specialist support, assist with booking appointments, and log enquiries using the enquiry management

Qualifications

Experience in a customer service or front-line enquiry role.
Strong verbal and written communication skills.
Ability to manage multiple enquiries with good organisation.
Proficiency in using IT systems for enquiry logging and information retrieval.
Commitment to delivering high standards of customer care.

Responsibilities

Respond promptly and professionally to student enquiries via face-to-face, telephone, email and live chat channels.
Provide accurate information on university services, processes and policies, including signposting or referring students to specialist support where appropriate.
Assist students in booking appointments with advice and support services.
Record and log enquiries accurately using enquiry management systems.
Work collaboratively with colleagues and other university departments to resolve enquiries efficiently.
Maintain up-to-date knowledge of university procedures, services and service changes to ensure accurate and consistent advice is provided.