Customer Enquiries Services Manager

About ARU:
ARU is a global university transforming lives through innovative, inclusive and entrepreneurial education and research. ARU holds a gold award for the quality of its education, awarded through the Teaching Excellence Framework (TEF). ARU’s research institutes and four faculties bridge scientific, technical and creative fields. We deliver impactful research which tackles pressing issues and makes a real difference to our communities. Our academic excellence has been recognised by the UK’s Higher Education funding bodies, with 16 of our research areas assessed as world leading. We are the largest provider of Nursing, Midwifery, Health and Social Care students in the East of England, and we are also among the UK’s leading universities for degree apprenticeship provision, working with hundreds of employers across the UK.

About the Role:
We’re seeking an experienced, customer-focused leader to manage our Customer Enquiries Services Team and help deliver a sector-leading experience for prospective students, applicants and offer holders.

As Customer Enquiries Services Manager, you’ll lead a high-performing team responsible for handling enquiries across multiple channels, including telephone, email, live chat and AI-powered platforms. You’ll play a key role in ensuring every interaction with ARU is professional, engaging and supportive, while contributing to the University's recruitment and conversion objectives.

You’ll be responsible for planning and delivering enquiry services throughout the admissions cycle, including Confirmation and Clearing, whilst driving continuous improvement through the effective use of data, technology and customer insight. The role also provides an exciting opportunity to shape the future of applicant communications through CRM development, automation and AI-enabled services.

Educated to degree level, or with an equivalent professional qualification, you’ll bring experience of leading customer service or advisory teams, managing performance and developing colleagues. You’ll be an excellent communicator with strong organisational skills and a passion for delivering exceptional customer experiences.

This is an exciting opportunity to influence the applicant journey, lead service innovation and play a significant role in supporting ARU's student recruitment ambitions.

Informal enquiries can be made to Sean Rowlatt, Senior Admissions Manager-Applicant Services, at sean.rowlatt@aru.ac.uk.

We have an agile working culture and offer an extensive range of benefits including generous holiday entitlement, occupational pension schemes, training and development opportunities, travel to work scheme and a competitive relocation package. Visit our benefits page for full details.

We’re committed to safeguarding and promoting welfare of our staff and students and expect all staff and volunteers to share this commitment. Applicants should be aware that ARU will carry out online searches as part of the due diligence on short listed candidates.

We value diversity at ARU and welcome applications from all sections of the community.

We have a responsibility to ensure that all employees are eligible to live and work in the UK and will conduct Right to Work checks in line with UKVI’s Right to Work policy and our own institutional policy. Furthermore, we must note:

• Applicants applying from outside the UK: At this time, ARU is unable to sponsor applicants applying from overseas for a Worker Route visa.
• Applicants already in the UK: ARU is unable to offer Worker Route visa sponsorship to applicants whose salary does not meet our minimum sponsorship threshold, which aligns with roles at Grade 6 and above.

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