Job Details
* Job Number: BU03986
* Department: International Education Centre
* Grade: 4
* Salary: £24,334 - £26,338 p.a. (Grade 4)
* Contract Duration: 2 years
* Responsible to: International Marketing and Conversion Officer
* Closing Date: 24-06-2026
Applications are invited for the above 2-year full-time post, working in the International Marketing and Conversion team. The successful candidate will be joining a supportive team environment in which 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. They will support the development of knowledge base content and call scripts, help monitor service performance and contribute to continual improvement within the international recruitment enquiry management service.
The successful candidate will possess a minimum of 5 GCSEs at grades A* - C (incl. English and Maths) or NVQ level 2 in a relevant subject area and have recent experience of working in a customer‑service environment. You must be a confident communicator with excellent written and verbal skills and capable of engaging effectively in a customer service environment.
The successful candidate will be expected to commence as soon as possible. The contract is for 2 years initially but may be extended. This role will be located on campus at Bangor. Through our Dynamic Working framework, there will also be the option to spend some time working remotely (although remaining in the UK) to support work life balance, which will be discussed further with candidates at interview.
Applications will also be considered to carry out this role on a part-time or job share basis.
Applications will be only accepted via our online recruitment website, jobs.bangor.ac.uk. However, in cases of access issues due to a disability, paper application forms are available by telephone 01248 382646.
Purpose of the Job
The purpose of this role is to support a range of activities and initiatives to meet student recruitment targets in line with the University’s Student Recruitment Strategy. Working within a busy international student recruitment, marketing and conversion environment, to assist in the coordination and delivery of first‑class customer service to support the international student journey.
You will be supporting the International Marketing & Conversion Officer in implementing conversion activities including email communication campaigns to both enquirers and applicants as well as supporting in the set up and running of online events for a range of audiences across international marketing.
Key Responsibilities
* 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 within the enquiry management system, 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.
* Assist the International Marketing & Conversion Officer in producing high quality and inspirational written communications for international student audiences which adhere to University brand guidelines and in line with the international conversion communications plan.
* Assist the International Marketing & Conversion Officer in setting up, promoting and running online (and in person where appropriate) conversion events which support the wider international recruitment strategy.
* Liaise with International Recruitment and wider academic and professional service colleagues to maintain positive relationships and engagement with conversion and recruitment activity.
* When needed assist with the setting up and running of call centre activities and liaising with student ambassadors to call offer holders to aid conversion.
* Assist with ongoing website updates and implement web changes in line with business needs.
* Book and manage staff travel in line with company policies and schedules.
* Assist with the running and administration of international social media groups as appropriate.
* Coordinate freight services and oversee the timely dispatch of materials to overseas teams when needed.
* Other general duties, such as taking part in Open Days, Recruitment Events, HE Fairs etc, as deemed necessary.
* Maintain confidentiality and comply with data protection (GDPR) when handling personal data.
* This is not a comprehensive list of duties and the person appointed will be expected to take on other responsibilities and duties as required by their line manager.
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
Qualifications / Training
* Essential
o Minimum of 5 GCSEs at grades A* - C (incl. English, Welsh and Maths) or NVQ level 2 in a relevant subject area.
* Desirable
o NVQ level 3 in a relevant subject area
o ECDL Certificate
Experience / Knowledge / Skills
* Essential
o Experience in a busy customer service or administrative roles.
o Knowledge and understanding of good customer service principles.
o Strong communication skills in English (written and oral), with ability to deliver information clearly and professionally and a keen eye for detail.
o Good organisational and time‑management skills.
o Attention to detail and accuracy in handling information.
o Strong IT skills, including use of email, databases, Microsoft Office and customer service/enquiry management systems.
o Knowledge of GDPR/data protection and compliance and understanding of confidentiality and data handling.
o Friendly, approachable, with a customer‑first mindset.
o Confident, professional, and friendly manner, representing the University positively as the first point of contact and embodying its values as the face of the institution.
o Ability to remain calm under pressure and deal with high enquiry volumes.
o Able and flexible enough to work the hours required, which will include evening and weekend work.
* Desirable
o Experience of working in higher education or another student‑facing role.
o Familiarity with enquiry management and call management systems or CRM software.
o The ability to communicate in Welsh is desirable for this post. If applicants are not able to speak / write in Welsh at present, there are many opportunities to learn if the successful candidate wishes to do so.
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. We are proud to be a Disability Confident employer.
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 be 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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