Overview
This role will be based in our CU Scarborough Campus. Working within our dedicated Customer Experience team, you will be the first point of contact for students, staff, and visitors to Coventry University. You will support students with day-to-day queries relating to their timetables, ID cards, and access to facilities and signpost to support for enquiries relating to new student enrolments or those looking to withdraw or defer their studies. You will also manage the engagement team inbox, responding to and providing solutions to a variety of enquiries submitted electronically. You may be required to liaise with other teams and departments across the group to help resolve issues a new, current, or prospective student may have, ensuring their student journey is as seamless as possible. Depending on business needs, you may move across campus to provide support at alternative information points or within the wider customer experience team, including inbound and outbound calls, particularly around busy periods such as clearing. This is a customer facing role and will require you to be onsite.
Responsibilities
* Be the first point of contact for students, staff, and visitors, handling day-to-day queries related to timetables, ID cards, and facilities access.
* Signpost and provide guidance for enquiries related to new student enrolments or withdrawal/deferral of studies.
* Manage the engagement team inbox and respond to electronic enquiries with appropriate solutions.
* Collaborate with other teams and departments to resolve issues affecting the student journey.
* Relocate to different information points on campus or support the wider customer experience team during peak periods (e.g., clearing).
Qualifications
* Educated to A Level or equivalent.
* Experience in a fast-paced, customer-focused environment handling multiple queries.
* Strong communication skills with an empathetic approach to customer service and the ability to handle complex situations.
* Capable of managing high workloads and performing well under pressure; proactive in preventing complaints.
* Interpersonal skills to build and maintain positive relationships; proactive, confident, and relationship-driven in a fast-paced setting.
* Flexible hours within a 5/7 working pattern to include evenings and weekends, with willingness to travel for role requirements.
Requirements & Working Arrangements
* Role is customer-facing and onsite.
* Location: CU Scarborough Campus; travel may be required to other group sites.
Benefits
* Excellent Employers Pension Contribution
* 30 days annual leave plus bank holidays
* New Holiday Purchase Scheme up to 5 additional days
* Life Assurance 4 x Salary
* BUPA Cash Plan
* 50% off Tuition Fees for staff dependants
* CU Reward Scheme Discounts across a range of High Street/Online Retailers
* New Electric Car Scheme
* Cycle To work scheme
Our Culture
As a global Education Group, equality, diversity, and inclusion are embedded within the fabric of our organisation and are a key focus of our core values. We harness the power and potential of the diverse cultures, backgrounds, abilities, and experiences of our students, colleagues, and partners to create opportunities for all.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Human Resources Services
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