Enquiry Operations Manager

About the Role

The post holder is responsible for leading a team of Enquiry Administrators and Assistants within the AskQM Frontline Enquiry Response Team. We are responsible for and committed to providing an excellent customer service to prospective, current students and former students, along with other stakeholders who have enquiries related to the university. To holistically improve the student experience, the Enquiry Operations Manager is also responsible for developing and maintaining relationships with the relevant Professional Services and Faculty departments. 

This is a student facing role based in the office 4 days per week and will manage new AskQM Hubs in the Lincoln’s Inn Fields and Charterhouse Square campuses, splitting their on-site days across both locations. During peak periods such as Enrolment, the post-holder is required to be present in the office 5 days a week. Initial training may take place at the Mile End campus. 

About You

You will have solid experience of managing an enquiry management function and a good knowledge of university processes. You will have experience of managing team performance and ensuring an excellent service delivery. You will have experience of monitoring service and performance levels and fostering an environment of continuous improvement. You will need to work flexibly as required and have a real empathy towards helping students and improving the student experience.

About the Department

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, 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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