Enquiry Advisor External Relations 104118 Grade 4

Position Details

External Relations

Location: University of Birmingham Edgbaston Birmingham UK

Full time starting salary is normally in the range 27546 to 29171 with potential progression once in post to 32595

Grade: 4

Full Time Fixed Term contract up to September 2027

Closing date: 20th August 2026

Background

The Contact Team is part of the Admissions Office within External Relations andis responsible forinbound enquiry management between the University and prospective students and their influencers. This covers the period from the first point of enquiry up until they begin their studies at Birmingham. This post plays a key role in the successful delivery of a professional andhigh qualityfirst line support service to enquirers applicants and others making enquiries to the Contact Team.

Role Summary

The team in which this post workstriagea high volume of inbound queries from a diverse client group of both internal and external customers through multiple communication channels. The team triage all queries toidentifywhere tasks can be resolved at the point of enquiry or the best resolution pathway where specialist support and/or knowledge isrequired(acting as a gateway to other support services). They will take responsibility for certain areas of expertise and will be the go to person within the team for those enquiries. They will be expected to make a proactive contribution to the ongoing development of the online knowledge addition the post holder will undertake a range of other tasks supporting the wider Contact Team and its operationalobjectives.

Main Duties

The Enquiry Advisoris required toprovidea high levelof front-line service to all making enquiries to the Contact Team.

Main duties include:

• Responding to all forms of enquiry; web email phone social media in person.
• Responding to a broad range of enquirers across the breadth of the applicant lifecycle including international parents teachersand internal members of staff.
• Conducting assessment and escalation of enquiries whereappropriate whilstbeing responsible forthe successful completion of all escalated enquiries.
• Monitor levels and types of enquiries reporting to the Team Leader asappropriate.
• Ensuring all enquiries are accurately recorded and registered for reporting and quality control purposes.
• Review and update the knowledge base in response to enquiry trends whereappropriateand without the need for external verificationincluding the updating/removal of existingcontent.
• Establish andmaintainlinks with key contacts from other professional services/college teams and colleagues in External Relations to ensure the mostaccurateand up-to-date information is available to enquirers.
• Tobe responsible forproducingroutingregular and ad hoc reports on activity for the Team Leader.
• To alert the Team Leader of potential backlogs or system issues with the possibility of damagingknockoneffects.
• Be responsible formultiple areas of expertisein our processes(such as overseas qualifications or financial aid packages) for both enquirers and other members of the Contact Team.
• To lead asappropriate on specified areas of expertise ensuring other team members are sufficiently briefed and providingguidancewhererequiredto colleagues from the wider university.
• You will act as a point of contact to provideaccurateandtimelyinformation and advice answering queries promptly providing guidance and resolving queries frominitialcontact to resolution. This will include recognising when queries need to be referred elsewhere or escalated.
• Be competent in the use of both UG and PG Admissions systems and processes as well as developing an appreciation and understanding of nonstandard applications.
• Be able to interpretcomplex information and assess against strict criteria when giving advice and guidance critical to an applicant enquiry.
• Check current applications for completeness and/or theircurrent statusand providing theappropriate adviceand support whererequired.

Other Duties:

• Participating at outward facing student recruitment events such as HE fairs or Open Days providingguidanceto high volumes of potential applicants.
• Attending training and development activities as directed by the Team Leader including training in the relevant systems and/or customer services.
• Helping induct new or temporary members of staff to the office including regular briefings and updates to the Enquiries Assistants.
• To undertake other tasks which will berequiredfrom time to time within the Admissions Office such as involvement in Confirmation and Clearing outbound calling and other general office duties.
• Supports equality and values diversity moderating own behaviour to avoid unfair discriminatory impact or bias on others.

Person Specification

• Excellent customer service and interpersonal skills including politeness diplomacytactand courtesy as the role involves considerable contacts with others both internal and external to the University;
• A good levelof education overall withminimumGrade C/4at GCSE in English and Mathematics or equivalent;
• Good team working skills and the ability to work collaboratively across the wider team and beyond
• A proactive approach to problem solving anddifficult situations;
• Ability to prioritise workloads in the face of conflicting demands;
• The ability to cope with change in a fast moving dynamic environment where change is oftenrequiredimmediately.
• Accuracy and attention to detail in data entry and in providing information;
• Accuracy in use of oral and written English for answering queries in person by telephone and in writing and composing emails and letters;
• Use of IT systems for data entryretrievaland general office operations;
• Flexible approach to work due to theoften changingpriorities of the Contact Team;
• An understanding of how providing excellent customer service is a keycomponentof an integrated approach to recruitment;
• Evidence of ability to use diagnostic tools in triaging to be able toquickly and efficiently identify the needs of the enquirer;
• An up-to-date understanding ofUniversitydevelopments and priorities as well as an awareness of the wider Higher Education sector;
• An understanding of the importance of equality and diversity in theworkplace;
• The ability toidentifyand respond to equality and diversity issues in line with relevant policies and procedures and how to respond to issues in line with relevant policies and procedures.

Dimensions

You will notbe requiredto line manage anyone in this role or manage a budget.

Planning and Organising

You willbe requiredto manage and prioritise a varied workload to deliver within requiredtime frames. There is also a need tomaintainan awareness of activity across the department and wider University asappropriate.

Problem Solving and decision making

You will be working under the direction of a senior manager but with the autonomy to deliver the outputsrequired. You will be working within the framework of existing policiesprocessesand procedures for the department. You will take day to day decisions on what advice to give and for responding to and resolving queries.

Internal and External relationships

This role will be liaising with internal colleagues and stakeholders and external stakeholders as well with an expectation onmaintaininggood working relationships with all.

Informal enquiries to Daisy Collins email:

View our staff values and behaviourshere

Use of AI in applications:We want to understand your genuine interest in the role and for the written elements of your application to accurately reflect your own communication style. Applications that rely too heavily on AI tools can appear generic and lack the detail we need to assess your skills and experience. Such applications will unlikely be progressed to interview.

We believe there is no such thing as a typical member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability which is a key part of our strategy. You can find out more about our work to create a fairer university for everyoneon our website.