Job Title: Course Enquiries Adviser

Job title: Course Enquiries Adviser

Post number: AS5205

Reports to: Course Enquiries Manager

Department:Academic Services

Location:Moulsecoomb

Grade:4

Purpose of the role

To carry out a range of administrative support activities required to ensure the delivery of high quality student and academic services including the handling of enquiries and facilitating access for service users to information and guidance, and relevant support services.The role holder works as part of a team and across teams and will handle enquiries on matters related to all aspects of student administration and support services, advising enquirers on university policy, process and procedures. The primary focus of the course enquiries team is handling enquiries from prospective students, their families and advisers.

The role holder will use initiative and judgement to resolve enquiries and issues effectively.

Line management responsibility for: not applicable

Main areas of responsibility:

• To provide an efficient and effective information and triage service for prospective students, students, staff and visitors, with student administration and support services enquiries acting as first point of contact for assistance, information and advice and ensuring a high level of customer service at all times;

• To provide a comprehensive range of administrative support services (which may be presented face to face, email and on-line), including processing and maintaining data, producing letters, supporting the application and formal enrolment of students and liaising with academic colleagues and external agencies;

• Make appointments on behalf of students with a range of relevant university services using calendar management systems;

• To work cohesively with colleagues contributing to the development of enquiry and administrative services including policies, processes and information and proactively identify opportunities for service improvements;

• To assist with special projects, events or initiatives appropriate to the grade of this post including but not limited to enrolment, award ceremonies, open days and clearing activity.

General responsibilities

These are standard to all University of Brighton job descriptions.

• To undertake other duties appropriate to the grade and character of work as may be reasonably required, including specific duties of a similar or lesser grade.
• To adhere to the University’s Equality and Diversity Policy in all activities, and to actively promote equality of opportunity wherever possible.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act.
• To work in accordance with the Data Protection Act.

The person specification focuses on the knowledge, qualifications, experience and skills (both general and technical) required to undertake the role effectively. Please ensure that your application demonstrates how you meet the essential criteria. You will be assessed by your completed application form (A), at interview (I) and in some instances through an exercise (E).

Essential criteria / A, I, E
Knowledge /

• Ability to plan, prioritise and manage a range of work activities,including enquiries received through different routes, within service level agreements;

• Ability to use standard computer programs (Outlook, Word, Excel) and have experience of using databases;

• Able to interpret, apply and communicate regulations and procedures, demonstrating sensitivity and diplomacy when communicating complex or difficult information;

• Able to interpret, apply and communicate regulations and procedures, demonstrating sensitivity and diplomacy when communicating complex or difficult information;

• Able to exercise judgement to identify risk and ascertain when to operate a crisis response, involve others or pass on more complex enquiries to ensure the provision of a responsive, appropriate and effective service.

/ A, I
A, I
A, I
A, I
A, I
Qualifications /

• Good standard of secondary education or equivalent experience.

/ A, I
Experience /

• Experience of managing administrative processes and reception or customer facing work.

/ A, I
Technical/work based skills /

• Works independently with a minimum of supervision and shows willingness and initiative to resolve situations;

• Promotes team-working and the sharing of good practice, developing effective professional relationships with staff.

/ A, I
A, I
Other requirements /

• Works proactively, collaboratively and flexibly with others to ensure effective service delivery.

/ A,I
Desirable /

• Experience of working within an HE institution or within a service industry environment.

/ A,I

• Any appointment is generally made at the bottom of the salary range for the grade dependent upon experience and previous salary.
• This is a full time post and is fixed term for one year.
• The University of Brighton welcomes job sharers. Job sharing is a way of working where two people share one full-time job, dividing the work, responsibilities, pay, holidays and other benefits between them proportionate to the hours each works, thereby increasing access to a wide range of jobs on a part-time basis. The advert for the post for which you are applying will indicate whether applications from job sharers can be considered (this may not be possible for a post that is already part time for example) and further information can be found on the ‘Balancing Working Life’ section here Benefits and facilities.
• Annual leave entitlements are shown in the table below and increase after 5 years’ service. In addition, to the eight Bank Holidays, there are university discretionary days between Christmas and New Year. All leave, including bank holidays and discretionary days, is pro-rated for part time employees.

Grades / Basic entitlement per year / Grades / After 5 years’ service
1-3 / 23 days / 1-3 / 28 days
4-7 / 25 days / 4-7 / 30 days
8-9 / 27 days / 8-9 / 30 days
Band 10 and above / 30 days / Band 10 and above / 30 days

• More information about the department/school can be found hereProfessional Services Departmentsor hereAcademic departments (schools and colleges)
• Read the University’s 2016 - 2021 Strategy
• The University has an attractive range of benefits and you can find more information about them on our website.

Date: 08/2017