Job Number
BU03972
School/Department
Marketing, Communications and Recruitment
Grade
4
Contract Duration
24 months
Responsible to
Marketing Manager
Overview
Founded in 1884, Bangor University today is a thriving, forward-looking institution offering excellent opportunities. Around 10,000 students currently study with us and our teaching and research is grouped into ten academic Schools. Bangor University has been named the top university in Wales in the 2026 University Compare Rankings, and number 15 in the UK. Bangor University has also been ranked in TIME’s World’s Top 400 Universities 2026, reaching 360th place globally and one of only two Welsh universities recognised in the league table.
The Project
This post is based within the UK Recruitment Marketing team, part of the University’s UK Recruitment and Admissions department. The UK Recruitment Marketing department sits within a wider directorate covering marketing, student recruitment and admissions, international, alumni relations and development, and communications.
Purpose of the Job
Working within a busy UK student recruitment and marketing environment, to assist with the delivery of the University’s UK student recruitment enquiry services across multiple channels, ensuring a high-quality, consistent, and customer-focused experience.
Main Duties and Responsibilities
1. Respond to enquiries from prospective students, applicants, parents, advisors, and other stakeholders via email, phone, live chat, digital engagement platforms, and in person.
2. Use approved call scripts, FAQs, templates, and knowledge bases to provide consistent and accurate information.
3. Record and track enquiries within the enquiry management system, ensuring records are accurate and up to date.
4. Triage and respond to enquiries appropriately, escalating complex or specialist queries to the relevant colleagues or teams to ensure accurate and timely resolution.
5. Maintain confidentiality and comply with data protection (GDPR) when handling personal data.
6. Contribute feedback on common queries and service gaps to inform continuous improvement.
7. Other general duties, such as taking part in Open Days, Recruitment Events, HE Fairs etc., as deemed necessary.
8. 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
9. The post holder will be expected to participate in performance review and developmental activities.
10. 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.
11. 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.
12. 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
13. Minimum of 5 GCSEs at grades A* - C (incl. English, Welsh and Maths) or NVQ level 2 in a relevant subject area.
Desirable
14. NVQ level 3 in a relevant subject area
15. ECDL Certificate
Experience/Knowledge/Skills
Essential
16. Experience in a busy customer service or administrative roles.
17. Knowledge and understanding of good customer service principles.
18. Strong communication skills in Welsh and English (written and oral), with ability to deliver information clearly and professionally and a keen eye for detail.
19. Good organisational and time-management skills.
20. Attention to detail and accuracy in handling information.
21. Strong IT skills, including use of email, databases, Microsoft Office and customer service/enquiry management systems.
22. Knowledge of GDPR/data protection and compliance and understanding of confidentiality and data handling.
23. Friendly, approachable, with a customer-first mindset.
24. 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.
25. Ability to remain calm under pressure and deal with high enquiry volumes.
26. Able and flexible enough to work the hours required, which will include evening and weekend work.
Desirable
27. Experience of working in higher education or another student-facing role.
28. Familiarity with enquiry management and call management systems or CRM software.
General
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 members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact.
All offers are made subject to proof of eligibility to work in the UK and receipt of satisfactory references.