Admissions Contact Team Enquiry Assistant
College/Division: External Relations
School/Department: Admissions
Job Type: Full time
Duration of the Post: 29/06/2026 – 18/09/2026
Grade: 2
Hourly rate: £13.24 plus holiday entitlement
Number of positions available: 6
Closing Date: 23/04/2026 at 23:55
Job Summary
The Enquiry Assistant is required to provide a high level of front‑line service to all making enquiries to the Contact Team.
Main Duties
Respond to Admissions enquiries received by email, phone and online, acting as the first contact point to resolve or triage queries.
Respond to a broad range of enquirers across the applicant lifecycle, including international applicants, parents, teachers and internal staff.
Act as the internal liaison contact, conducting assessment and escalation of enquiries where appropriate.
Collaborate with colleagues within the team and the wider Admissions Office to ensure correct referral channels for routing more complex queries.
Check current applications for completeness and/or current status and provide the appropriate advice and support.
Maintain a high level of customer service by ensuring that standard levels of service are adhered to at every stage of the enquiry process.
Alert Team Leaders of potential backlogs or system issues that could have knock‑on effects.
Complete training activities directed by the Head of the Contact Team and Team Leaders, including training in relevant systems and customer services.
Undertake other tasks required from time to time within the Admissions Office, such as involvement in Confirmation and Clearing, outbound calling and other general office duties.
Required Knowledge, Skills, Qualifications & Experience
Excellent interpersonal skills, including politeness, diplomacy, tact and courtesy, as the role involves considerable contact with others, both internal and external to the University.
Accuracy and attention to detail in data entry and in providing information.
Accuracy in the use of oral and written English for answering queries in person, by telephone and in writing.
Confidence in the use of IT systems for data entry and retrieval.
A flexible approach to work due to the often‑changing priorities of the Contact Team.
An excellent team worker, understanding the role within the immediate and wider team and acting within minimum standards in a time‑sensitive environment.
An understanding of the principles of confidentiality when handling personal data and an appreciation of the importance of data protection within a university Admissions environment.
General office skills.
Desirable
An understanding of the admissions process and the importance of the role in contributing to the successful recruitment and selection of students, thereby supporting the institutional financial and reputational health.
Experience of working in a customer service environment.
Further Details
The working pattern for this role is expected to fall between 8:00 am and 6:00 pm, Monday‑Friday. Please ensure you are able and eligible to work full‑time hours during this period before applying.
The University of Birmingham restricts all students to working up to 20 hours per week during term time for a maximum of 13 consecutive weeks. If the role exceeds 20 hours per week for a student, a formal agreement with the supervisor is required. International students must apply to the Registry for the appropriate authorised absence.
You are only eligible to apply to this role if you are a current University of Birmingham student. If you are not a University of Birmingham student your application will not be considered.
For any informal queries, please contact Laura Sharkey (l.sharkey@bham.ac.uk).
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