Student Enquiries Coordinator

Oxford Brookes University; Oxford; On-site; GBP 28,000 - 32,000; Full time

Job summary

A modern educational institution in Oxford is seeking a full-time Student Enquiries Coordinator. In this role, you will be the first point of contact for student enquiries, providing effective and welcoming assistance. You will assess and triage enquiries, maintain accurate records, and support new student enrollment. Ideal candidates will have strong customer service experience and familiarity with IT systems. The position also offers competitive benefits, including a minimum of 25 days holiday and a robust pension scheme.

Benefits

Minimum of 25 days holiday

Local Government pension scheme

Comprehensive employee assistance helpline

Qualifications

• Experience of providing excellent customer service and the ability to assess and triage enquiries.
• Experience in administrative work and familiarity with using IT systems such as databases and Microsoft applications.
• Proven experience of working with colleagues and customers at all levels.

Responsibilities

• Assess and triage enquiries, resolving straightforward issues and referring complex cases appropriately.
• Act as the first point of contact for student enquiries.
• Maintain accurate and confidential records in the CRM or enquiry management system.

Skills

Excellent customer service

Problem solving

IT systems familiarity

Tools

Microsoft applications

Job description

Overview

Oxford Brookes University is distinctive in nature. We are a modern and forward‑thinking institution rooted in and connected to a city with a rich history of culture and learning. We are a globally recognised University focused on providing high‑quality teaching, delivering impactful research and an excellent student experience.

Academic and Student Affairs are recruiting for a full‑time Student Enquiries Coordinator. The Student Advice Team is part of the Student Support Services Department, contributing to the extensive support network for Brookes students. The team plays a vital role in achieving the University’s vision for its student experience, acting as the main point of contact for existing students to access a range of central University services and support.

As the Student Enquiries Coordinator you will provide an effective and welcoming first point of contact for all student enquiries, ensuring students receive accurate information, timely assistance and appropriate referrals. When not providing face‑to‑face assistance, you will be required to manage your time effectively to undertake a wide range of administrative tasks.

Key Responsibilities

As the Student Enquiries Coordinator, you will:

• Assess and triage enquiries, resolving straightforward issues and referring complex cases appropriately
• Act as the first point of contact for student enquiries and students, seeking help from student advice teams in the Hub when needed
• Maintain accurate and confidential records in the CRM or enquiry management system
• Identify and escalate urgent or sensitive cases (e.g. wellbeing concerns) following agreed protocols
• Provide excellent customer service, whilst maintaining confidentiality, professionalism, and data protection compliance at all times
• Maintain an awareness of equality and diversity issues and identify any changes or improvements required to ensure that the Student Advice Hub is an accessible service for all students and staff
• Support new student online enrolment and induction, where appropriate

Qualifications

You will have:

• Experience of providing excellent customer service and the ability to assess and triage enquiries, using initiative, problem solving and appropriate resources
• Experience in administrative work and familiarity with using IT systems such as databases and Microsoft applications
• Proven experience of working with colleagues and customers at all levels, including dealing with highly sensitive and confidential information

Additional Information

Please note: There may be some evening and weekend working.

If you would like an informal discussion about this role, please email Caroline McKenna at [e-mail].

As an Oxford Brookes employee, you will enjoy a total of a minimum of 25 days holiday, rising with your service, plus 8 Bank Holidays and additional University concessionary Days (approx 5 per year).

We have an extremely competitive Local Government pension scheme with a 19.2% Employer contribution rate, as well as providing all staff with financial education and a comprehensive employee assistance helpline.

At Oxford Brookes, inclusivity is one of our five guiding principles: we take positive steps to create an environment in which we celebrate, value and provide equal opportunity to all. We are committed to recruiting from the widest possible pool and welcome applications from all suitably qualified candidates who embrace our values, regardless of their background.

As a Disability Confident Employer we guarantee to interview any disabled applicant who meets the essential selection criteria.

This role will not attract sufficient points to obtain a sponsored Skilled Worker visa under the points‑based immigration system; therefore international applicants will need to demonstrate their eligibility to work in the UK.

£28,778, rising to £31,236