Enquiry Advisor - External Relations

Overview

The Contact Team is part of the Admissions Office, within External Relations, and is responsible for inbound 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 and high quality first line support service to enquirers, applicants and others making enquiries to the Contact Team. The team in which this post works triage a high volume of inbound queries from a diverse client group of both internal and external customers, through multiple communication channels.

They will be expected to make a proactive contribution to the ongoing development of the online knowledge base. In addition, the post holder will undertake a range of other 

Main Duties

The Enquiry Advisor is required to provide a high level of 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, teachers and internal members of staff
• Conducting assessment and escalation of enquiries where appropriate, whilst being responsible for the successful completion of all escalated enquiries
• Monitor levels and types of enquiries, reporting to the Team Leader as appropriate
• 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, where appropriate and without the need for external verification, update/remove existing content
• Establish and maintain links with key contacts from other professional services/college teams and colleagues in External Relations to ensure the most accurate and up-to-date information is available to enquirers
• To be responsible for producing regular 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 damaging knock effects
• Be responsible for multiple high level areas of expertise (such as overseas qualifications or financial aid packages), for both enquirers and other members of the Contact Team
• To lead, as appropriate, on specified areas of expertise, ensuring other team members are sufficiently briefed and providing expert advice where required to colleagues from the wider university
• To use their discretion and judgment to deal with complex enquiries and/or difficult person(s) and complaints without the need for escalation, and support other members of the team as appropriate
• Be competent in the use of both UG and PG Admissions systems and processes, as well as developing an appreciation and understanding of non-standard applications
• Be able to interpret complex information and assess against strict criteria when giving advice and guidance critical to an applicant enquiry
• Check current applications for completeness and/or their current status and providing the appropriate advice and support where required

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