Background and Context
This role plays a vital part in enhancing the prospective and applicant student experience at the University of Hull. Based within the Future Student Enquiries team, you will be part of a supportive and knowledgeable group that acts as a first point of contact for prospective students and applicants from the UK and overseas. The team shares a commitment to exceptional service, taking pride in making university processes accessible and welcoming, ensuring every prospective student and applicant feels confident and valued from their very first interaction.
As a Future Student Enquiries Administrator, you will bring the University’s commitment to exceptional customer service to life. Acting as a key point of contact, you will respond to enquiries across a range of channels including our enquiry management system, live chat, telephone and at our in‑person service centre, ensuring prospective students and applicants receive accurate and timely support. You will play an active role in promoting Higher Education funding and scholarship opportunities, contributing to events and calling campaigns. Through close collaboration with colleagues and stakeholders across the University, you will help deliver a consistent, high‑quality service in line with our service standards.
Person Specification
We are looking for a customer‑focused, adaptable and collaborative individual with excellent communication and organisational skills. The post holder will have demonstrable experience in a customer service environment, with a clear focus on fostering positive engagement and delivering high‑quality support to service users.
You will be a supportive and collaborative team player, with a genuine commitment to creating positive, inclusive experiences for prospective students and applicants. Knowledge of the higher education sector and an understanding of the prospective student and applicant journey would be advantageous.
Specific Duties and Responsibilities of the post
The post-holder will:
Respond to enquiries from prospective students and applicants across all communication channels—face‑to‑face, telephone, and online—providing accurate, timely and high‑quality customer service that consistently meets or exceeds the University’s service standards
Participate in student recruitment and engagement activities, such as open days, applicant events and calling campaigns.
Present information to an audience on Higher Education funding and scholarship opportunities.
Manage sensitive or complex interactions in line with agreed policy, including data handling, feedback and complaints.
Record enquiry information and outcomes accurately within university systems, ensuring appropriate follow‑up.
Use university systems effectively, adhering to relevant business processes and procedures.
Undertake administrative and processing tasks, including updating procedural guides, communications materials and presentation content.
Contribute to service improvement initiatives, identifying opportunities to enhance the customer experience and supporting the implementation of new University initiatives.
Maintain and develop professional knowledge and skills, keeping up to date with developments relevant to the role.
Schedule time effectively in line with business requirements and the University’s Agile Working policy.
Contribute to a positive, professional and collaborative working environment.
Undertake other duties commensurate with the grade, as directed.
General
During peak times, there are restrictions on taking leave.
Staff in all areas will be required to support university events such as Open Days, Registration and Graduation Ceremonies.
please view the job description here