School of Computer Science and Engineering, Bangor University
Enquiry Management Officer
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Job Number
BU03971
School/Department
Marketing, Communications and Recruitment
Grade
6
Salary Information
Salary: £31,236 - £37,694 p.a. (Grade 6)
Contract Duration
24 months
Responsible to
UK Recruitment Marketing Manager
Closing Date
31-07-2026
Overview
Applications are invited for the above 2-year full-time post, working in the UK Recruitment Marketing team. The successful candidate will be joining a supportive team environment in which they will be responsible for the UK Recruitment’s enquiry management service. They will provide a high-quality first point of contact for prospective students, applicants, and other stakeholders, delivering excellent customer service across multiple enquiry channels.
The postholder will establish, develop and maintain enquiry protocols and processes; manage reporting; and play a key role in service monitoring and improvement. They will also support and co-ordinate the development of knowledge base content and call scripts and contribute to continual improvement within the UK recruitment enquiry management service.
Main Duties and Responsibilities
- Work closely with colleagues within the UK Recruitment Marketing team with the development, implementation and continual improvement of enquiry management protocols, call scripts, FAQs, and knowledge base content.
- Respond to enquiries from prospective students, applicants, parents, advisors, and other stakeholders via email, phone, live chat, digital engagement platforms, and in person.
- Record and track enquiries, ensuring records are accurate and up-to-date. Triage and respond to enquiries appropriately, escalating complex or specialist queries to the relevant colleagues or teams to ensure accurate and timely resolution.
- Oversee the day-to-day operation of student recruitment-related enquiry services to ensure service standards are met.
- Produce high-quality and inspirational customer-facing marketing content to support enquiry management, ensuring that the content produced reflects the University’s marketing and brand strategies, and complements/supports other marketing and recruitment activities and material.
- Work with colleagues and external partners to support and maintain digital engagement activities on higher education student engagement and recruitment platforms.
- Responsible for setting up and running outbound call campaigns and supporting call centre activity, including co-ordination with student ambassadors to contact enquirers/applicants to optimise conversion performance.
- Provide training, guidance, and support to Enquiry Assistants and other staff responding to student recruitment-related enquiries.
- Monitor and report on enquiry volume, response times, customer satisfaction and common themes. Produce regular reports for senior officers/managers.
- Analyse enquiry trends to identify gaps in information, improve processes and inform UK recruitment marketing and communications.
- Maintain confidentiality and ensure compliance with data protection (GDPR), safeguarding and University policies when handling personal data.
- Liaise with colleagues across departments (e.g. admissions and recruitment, College/academic School marketing, web team) to keep enquiry information up to date and accurate.
- Contribute to UK recruitment and conversion campaigns by ensuring enquiry responses support marketing objectives.
- Stay up to date with developments across the HE sector to ensure awareness of competitor behaviour and to respond accordingly.
- Other general duties, such as taking part in Open Days, Recruitment Events, HE Fairs, etc., as deemed necessary.
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Other Duties And Responsibilities
- The post holder will be expected to participate in performance review and developmental activities.
- The post holder will be expected to comply with the University's equal opportunities policies, Dignity at Work and Study Policy and the University’s Welsh Language Scheme.
- The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for themselves and for other members of staff, students and visitors affected by their actions or inactions.
- The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.
- The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their post.
Person Specification
Education/Qualification
Essential
- Educated to A level or NVQ level 4 in an appropriate subject (e.g. marketing, communications) or possess significant equivalent experience (e.g. customer service, enquiry management, student recruitment, admissions).
Desirable
- Undergraduate degree in a relevant subject area.
- Evidence of continuing professional development.
Experience/Knowledge/Skills
Essential
- The ability to speak and write English and Welsh fluently in a wide variety of situations is essential for this post.
- Experience in enquiry management, customer service, or student recruitment in HE or a similar sector.
- Recent experience working in a customer service environment and creating customer-facing marketing or promotional content across a range of digital and communication channels.
- Excellent interpersonal and communication skills (written and verbal), with strong writing, proof-reading and editing skills, as well as a keen eye for detail and the ability to adapt messages appropriately for different audiences.
- Experience of working with enquiry management systems and software, CRM system, call management system and databases, or similar.
- Strong IT skills, including use of email, digital engagement tools, databases, Microsoft Office and customer service/enquiry management systems.
- The ability to collate and interpret data, produce reports, and recommend improvements.
- Experience of working within GDPR, data protection, and compliance frameworks, supported by a strong knowledge and understanding of their application to enquiry management.
- Strong organisational skills, including the ability to multitask, prioritise and show attention to detail as well as accuracy when handling information and data.
- A confident, enthusiastic, and motivated communicator who is able to work under pressure, meet deadlines, and work both independently and as part of a team, while remaining flexible and resilient with the ability to stay calm and effective in fast-paced, high-pressure environments.
- Able and flexible enough to work the hours required, which will include evening and weekend work.
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Desirable
- Experience of working in higher education in a similar role or student recruitment/admissions.
- Knowledge of UK qualifications and university admissions processes.
- Proven ability to design and implement processes, scripts and service protocols. Understanding of marketing and recruitment cycles.
- Experience of supervising or training colleagues.
General
The University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds. We strive to develop a workforce from all sections of the community regardless of sex, gender identity, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, or age. We promote and facilitate the use of the Welsh language through our progressive Welsh Language Policy. We comply with the Welsh Language Standards and are committed to equality of opportunity. You are welcome to apply for any job in English or Welsh and all applications submitted will be treated equally.
We are a member of Advance HE's Athena SWAN Gender Equality charter and hold a Silver award in recognition of our commitment to and progress towards gender equality within the University's policies, practices, and culture.
The University has recently achieved a Race Equality Charter Bronze award reflecting our commitment to building an inclusive and equitable society for black, Asian and minoritised ethnic staff.
We are proud to be a Disability Confident employer.
All members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact.
All offers are made subject to proof of eligibility to work in the UK and receipt of satisfactory references.
We have a legal responsibility to ensure that you have the right to work in the UK before you can start working for us. When you apply for this post you will be required to explain the basis upon which you believe you will able to live and work in the UK legally on the commencement date of the role should your application be successful. If you do not have the right to work freely in any position in the UK already, any offer of employment we will make to you will be subject to you obtaining a right to work visa. The following link provides information on the various visa routes into employment and the eligibility requirements (including switching visa status where permissible) https://www.gov.uk/browse/visas-immigration/work-visas. If you are successful in your application we will discuss visa options with you at the time of making the offer of employment.
Please note that, in the event of applications being received from candidates on the University's Redeployment Register with a reasonable skills match to the post specification, these applicants will be given prior consideration.
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