Enquiry Administrator

About the Role

The Enquiry Administrator post forms part of a larger team dedicated to providing a first-class service to students and other stakeholders using the enquiry management service, AskQM.  We are responsible for providing accurate and timely information, resolving issues and directing enquiries to the appropriate department as required. Within the AskQM Frontline Enquiry Response Team, they will act as an escalation point supporting Enquiry Assistants with complex queries or dealing with student concerns. 

This is a student facing role based in the office 4 days per week. During peak periods such as Enrolment, the post-holder is required to be present in the office 5 days a week. The post-holder will be assigned to work from one of four London campuses based on operational need, including Lincoln's Inn Fields and Charterhouse Square, although initial training may take place at a different campus. 

About You

The ideal candidate will have excellent customer service skills, a good knowledge of university processes and the ability to work flexibly as needed. They will have a real empathy towards helping students and improving the student experience and be confident in dealing with general and specific enquiries from initial raising through to resolution.

About the School/Department/Institute/Project

The AskQM Frontline Enquiry Response Team is a focused team for student enquiries and is the first line of support for AskQM, Queen Mary's new student enquiry management system. Our physical hubs are open and staffed Monday – Friday throughout the year, except during university closure days. The AskQM Team handles queries from all current undergraduate, postgraduate taught and postgraduate research students, in-person, by telephone and through the AskQM enquiry management platform. The team also handles queries from graduates and third-party providers requesting official documents or verification of award. 

About Queen Mary

At Queen Mary University of London, we believe that a diversity of ideas helps us achieve the previously unthinkable.Throughout our history, we’ve fostered social justice and improved lives through academic excellence. And we continue to live and breathe this spirit today, not because it’s simply ‘the right thing to do’ but for what it helps us achieve and the intellectual brilliance it delivers.

Our reformer heritage informs our conviction that great ideas can and should come from anywhere. It’s an approach that has brought results across the globe, from the communities of east London to the favelas of Rio de Janeiro.

We continue to embrace diversity of thought and opinion in everything we do, in the belief that when views collide, disciplines interact, and perspectives intersect, truly original thought takes form.

Benefits

We offer competitive salaries, access to a generous pension scheme, 30 days’ leave per annum (pro-rata for part-time/fixed-term), a season ticket loan scheme and access to a comprehensive range of personal and professional development opportunities. In addition, we offer a range of work life balance and family friendly, inclusive employment policies, flexible working arrangements, and campus facilities.

Queen Mary’s commitment to our diverse and inclusive community is embedded in our appointments processes. Reasonable adjustments will be made at each stage of the recruitment process for any candidate with a disability. We are open to considering applications from candidates wishing to work flexibly.

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