PLEASE NOTE: This is an internal advert and is open to current Oxford Brookes University staff only.
Oxford Brookes University is distinctive in nature. We are a modern and forward thinking institution rooted in, and connected to a city with a rich history of culture and learning. We are a globally recognised University focused on providing high-quality teaching, delivering impactful research and an excellent student experience. Our vision is simple: “shape tomorrow through our unique blend of the modern and the traditional, by embracing diversity, seeking out the new and excelling in education and research.”
Our people are at the heart of the University - our excellence in teaching, research and knowledge exchange depends on the engagement, capability and wellbeing of our people. We strive to create and encourage an environment where people have the opportunity to develop, progress and thrive.
In acknowledgment of our commitment to gender equality and progression, we proudly hold the Athena SWAN Bronze award, a testament to our unwavering dedication to creating an inclusive and equitable environment for all. Join us at Oxford Brookes University, where every step forward is a leap toward a brighter tomorrow.
Academic and Student Affairs are recruiting for a full-time Student Enquiries Coordinator.
The Student Advice Team is part of the Student Support Services Department, contributing to the extensive support network for Brookes students. The team plays a vital role in achieving the University’s vision for its student experience, acting as the main point of contact for existing students to access a range of central University services and support.
As the Student Enquiries Co-Ordinator you will provide an effective and welcoming first point of contact for all student enquiries, ensuring students receive accurate information, timely assistance, and appropriate referrals.
When not providing face-to-face assistance, you will be required to manage your time effectively to undertake a wide range of administrative tasks.
As the Student Enquiries Coordinator, you will:
* Assess and triage enquiries, resolving straight forward issues and referring complex cases appropriately
* Act as the first point of contact for student enquiries and students, seeking help from student advice teams in the Hub when needed
* Maintain a tidy, organised and professional reception desk and surrounding area
* Maintain accurate and confidential records in the CRM or enquiry management system
* Identify and escalate urgent or sensitive cases (e.g., wellbeing concerns) following agreed protocols
* Contribute to the continuous improvement of enquiry-handling processes, FAQs, and documentation
* Work collaboratively with colleagues across the university to ensure coordinated student advice
* Provide excellent customer service, whilst maintaining confidentiality, professionalism, and data protection compliance at all times
* Maintain an awareness of equality and diversity issues and identify any changes or improvements required to ensure that the Student Advice Hub is an accessible service for all students and staff.
* Undertake ongoing training and development to maintain current knowledge of university services
* Support new student online enrolment and induction, where appropriate.
* Assist with Online Shop - answering enquiries and responding to orders from students, staff, alumni and external stakeholders
* Support the Student Advice Team Manager with the operational management of the Hub by maintaining oversight over customer demand, waiting times, staff availability, rotas and room usage. This will involve recording and reporting on this data.
The successful candidate will have:
* Experience of providing excellent customer service and the ability to assess and triage enquiries, using initiative, problem solving and appropriate resources
* Experience in administrative work and familiarity with using IT systems such as databases and Microsoft applications
* Proven experience of working with colleagues and customers at all levels, including dealing with highly sensitive and confidential information
* The ability to work under pressure and to deadlines
* Be educated to A-level standard or have equivalent experience.
Please note: There may be some evening and weekend working.
If you would like an informal discussion about this role, please email Caroline McKenna at cmckenna@brookes.ac.uk.
Interviews are expected to take place on 8 January 2026.
Benefits
As an Oxford Brookes employee, you will enjoy a total of a minimum of 25 days holiday, rising with your service, plus 8 Bank Holidays and additional University concessionary Days (approx 5 per year).
We encourage and support hybrid working where the role allows and ensure that you have the necessary equipment to allow you to work flexibly.
We have an extremely competitive with a 19.2% Employer contribution rate, as well as providing all staff with financial education, a comprehensive employee assistance helpline.
We prioritise the well-being of our employees—both physically and mentally, as well as financially. That's why we provide a diverse and comprehensive benefits package to support our team
In addition, all employees have access to:
* Discounted rates for the University sports & gym facilities
* Brookes on-site Nursery.
* Discounted travel options
* TOTUM card discount scheme
* Relocation scheme (for moves over 30 miles, subject to terms of the scheme)
* Training and development opportunities
* Connected community - Brookes have a wide variety of staff networks which instil a sense of community offering employees a space for support, guidance and friendship making it a vibrant and inclusive place to work.
Equality, diversity and inclusion
At Oxford Brookes, inclusivity is one of our five guiding principles: we take positive steps to create an environment in which we celebrate, value and provide equal opportunity to all. We are committed to recruiting from the widest possible pool and welcome applications from all suitably qualified candidates who embrace our values, regardless of their background.
As a Disability Confident Employer we guarantee to interview any disabled applicant who meets the essential selection criteria.
This role will not attract sufficient points to obtain a sponsored Skilled Worker visa under the points-based immigration system, therefore international applicants will need to demonstrate their eligibility to work in the UK.