Role
Based at our Headington Campus and reporting to the Senior Applicant Engagement Officer, the Applicant & Enquiry Adviser will play a vital role in providing a high-quality customer experience for prospective students and applicants. Acting as a named contact, you will deliver personalised advice and support to applicants, respond to queries through various channels, and contribute to the University’s student recruitment objectives. You will also support campaigns and events, ensuring that every prospective student’s journey with Oxford Brookes is positive and engaging.
About the team
By unifying all marketing, communications, recruitment, and engagement activities, the Marketing and Communications Directorate makes a measurable difference to the experience of staff, prospective students, students, and alumni. The Applicant Engagement team is at the forefront of these efforts, managing enquiry channels such as TheStudentRoom, Unibuddy, phone, and CRM systems. The team ensures that every applicant receives timely, accurate, and professional responses, and coordinates conversion plans targeted at high-priority applicant markets.
Responsibilities
* Responding efficiently and accurately to prospective student and applicant queries, ensuring a high-quality customer experience.
* Writing high-quality responses and overseeing those provided by enquiry assistants.
* Acting as a named contact for undergraduate and postgraduate applicants, delivering proactive advice and support on the progress of their applications.
* Liaising with academic and professional services colleagues to provide comprehensive responses to enquiries.
* Using the CRM system to record student details, manage enquiries, and produce regular reports on response times.
* Supporting and planning telephone campaigns, social media campaigns, and webinars, ensuring their successful delivery.
* Occasionally supervising Student Ambassadors supporting enquiry-handling work.
* Assisting with Open and Applicant Days, and other recruitment events, to provide advice and guidance on the admissions process.
Qualifications and skills
* Level 3 qualifications (A levels or equivalent), with an excellent standard of written and spoken English.
* Experience in delivering high-quality customer service.
* Knowledge and understanding of the UK and/or international applicant journey.
* Excellent ability to work efficiently and accurately within a database or CRM system.
* Strong communication skills and a commitment to supporting applicants through a positive admissions experience.
Location and environment
Based at our Headington campus, you’ll experience the vibrant campus atmosphere and benefit from our modern office environment. The campus is one mile from the centre of Oxford and is served by regular public transport.
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