Student Recruitment & Support Adviser (Welsh Speaking) (Cardiff, ENG, GB, CF10 1AP)
Salary: £
Change your career, change lives
The Open University is the UK’s largest university, a world leader in flexible part-time education combining a mission to widen access to higher education with research excellence, transforming lives through education. Find out more about us and our mission by watching this short video (you will be taken to YouTube by clicking this link).
About the Role
More than 16,000 students from communities right across Wales are currently studying with The Open University, and more than two thirds are in employment while they study. The OU works with businesses, charities, unions and public bodies in Wales to help them develop their staff, and encourage more people into lifelong learning, regardless of their background. The OU has students in every single constituency in Wales.
We have two exciting new opportunities for customer service professionals to join the frontline team in our Student Recruitment and Support Contact Centre. This is a busy and varied role, where you’ll help our students – and people who are looking to study with us – make decisions about their learning.
Our Student Advisers are the first point of contact for prospective and current students seeking information about study at the OU. The team support students by ensuring they have the information they need to make the right study choices for them, and are able to enrol and pay using their chosen method. The team work with colleagues across the University to support students and enquirers.
The role involves significant telephone work, both inbound and outbound, to provide support to students through their study journey as well as email, letter, webchat and other mediums as necessary. You will need to be confident working with multiple systems, information and databases to maintain student and enquirer details. You will ensure that prospective and current students are given accurate information and you will work with colleagues across the University to provide support. We offer a fully bilingual support service to enquirers and students so that they can communicate with us in their preferred language. These opportunities are for customer service professionals who are confident in their abilities to communicate in either Welsh or English through all channels.
You will receive full training for the role from our existing experienced Advisers who will use high quality materials, followed by regular support, coaching and development from your Team Manager and established team members to build your confidence and knowledge within the role.
We are an innovative organisation and working to develop the support we offer our Welsh language colleagues and learners. As part of your training, you will learn about the bilingual service we provide and how you will be involved in supporting our learners who chose to communicate with us in Welsh. There is a network of Welsh speaking colleagues within the University, and you will be supported and encouraged to use the Welsh language in your day-to-day work.
This role is full time working 37 hours and successful candidates will be required to work to a flexible working pattern which will be between the current opening hours of 8.00am – 6.00pm Monday to Friday.
Please note: leave will be restricted during the initial training period, August, September, October and January as this is the peak operational period.
Key Responsibilities
Multiple Channel service providers
1. Provide information to both enquirers and students using Welsh or English dependent on preference of the learner, and supporting them with registration processes, funding enquiries and general information about The Open University via predominantly inbound/outbound phone calls and emails.
2. Proactively