Applicant Relations Adviser (fixed term)

The opportunity

Student Marketing, Recruitment and Admissions (SMRA), are seeking to appoint an Adviser to support the delivery of a first-class prospective student enquiry service for University of the Arts London.

You will be working as part of a front-line team that handles over 100,000 enquiries a year, and is the first touch point for every enquiry, concluding approximately 80% of enquiries without the need for triage.

You will provide accurate and timely information and guidance to pre and post application enquirers and internal teams in a fast paced environment. You will use a variety of relevant tools/channels (e.g. soft phones, Live Chat, CRM systems, student record system, email) and will support in the development of processes, frameworks, policies and guidance in relation to enquiry management.

You will work closely with colleagues across SMRA, our Colleges, Institutes and other departments building a wide bank of knowledge using initiative and a variety of resources such as the UAL website, internal guidance and templates to enable you to effectively interpret and tailor advice for a diverse range of prospective student enquiries from home and international students. You will use this knowledge to support the team in improving responses/information provision to applicants/enquirers. You will bring a high level of customer focus to your work in order to ensure the provision of an excellent prospective student journey and to help improve conversion from inquiry, through application and offer, to enrollment.

Please note that there is one fixed-term role for 18 months.

About you

Your profile should include:

• Knowledge of and experience working in Higher Education student recruitment and/or admissions (desirable). 
• Demonstrable customer service and administrative experience supported with the ability to showcase a customer care ethos in all you do.
• Experience of handling enquiries in real-time either in-person and/or through using live chat and/or the telephone.
• Experience of working in a fast-paced, time-sensitive and performance-driven environment.
• Ability to demonstrate well-developed attention to detail, comprehension, listening, writing and speaking skills.
• Ability to acquire and maintain a breath of specialist knowledge utilising complex and evolving information sources.
• Experience of Microsoft Office applications and/or CRM or Student Record systems.

Please apply early as the application closing date maybe held earlier should sufficient applications be received.

If you have any queries about this role or need any reasonable adjustments for your application, please contact Hazel Bailey, Resourcing Adviser, via email at PSOstaffrecruitment@arts.ac.uk.

What we offer

To recognise the hard work of our staff and their contributions, we provide a wide range of benefits – please check our careers site/Canvas for further information as conditions and exclusions apply:

▪ at least 31 days of annual leave in addition to bank holidays.
▪ equal parental leave offering up to 6 months full pay for maternity and paternity.
▪ 2 days of paid volunteering leave for a UK registered charity.
▪ generous defined benefit pension schemes (LGPS/TPS}.
▪ discounts including gyms, nursery and private healthcare insurance.
▪ learning and development opportunities including free Short Courses.
▪ season ticket loan, cycle to work scheme, free counselling and more!

We are UAL

University of the Arts London (UAL) offers an extensive range of courses in art, design, fashion, communication and performing arts. We are a collegiate University spread across London with six Colleges, four Institutes and five Research Centres. UAL also has two subsidiary companies, delivering specialist activities – UAL Short Courses Ltd, and UAL Arts Temps Ltd.

We’re made up of all types of people, coming together in London, the world’s creative capital. We are designers, artists, performers, thinkers, researchers and makers. Our students, staff and graduates form a global network of creatives, entrepreneurs and leaders. Together, our ideas change the world. Because the world needs creativity.

We are ranked highly across the board. We are ranked first for specialist art and design, second in the world for Art and Design in the 2023 QS World University Rankings (for the fifth year in a row), ranked fifth in sustainability and two of our colleges were rated in the top three fashion schools in the world. 

Our culture

We have become one of the world’s most international Universities, welcoming over 22,000 students and 6,000 staff from 130 countries. And, as a global university, staff and students learn from different cultures and perspectives, which leads to new conversations and innovative work. At our very core, everything we do seeks to challenge the status quo by driving social purpose and standing up for what matters.

We welcome applicants from all backgrounds including those who may feel underrepresented in the workforce due to their socioeconomic circumstances such as those from Black, Asian and Minority Ethnic (B.A.M.E.) backgrounds. We aim to be a university where everyone can be themselves and are supported to reach their full potential.

With our commitment to inclusion and diversity, we are proud to be a Race Equality Charter (REC) member to help us reduce barriers that negatively impacts B.A.M.E. staff, a Stonewall Diversity Champion to ensure all LGBTQ+ people are valued at work, a Disability Confident Scheme Committed employer and member of the Business Disability Forum which help us to improve the lives of disabled people in the workplace.