Customer Service Adviser (Student Support) (Edinburgh, SCT, GB, EH3 7QJ)
hace 3 días
Edinburgh
Salary: £ The Open University is the UK’s largest university, a world leader in flexible part-time education combining a mission to widen access to higher education with research excellence, transforming lives through education. Find out more about us and our mission by watching this ___ (you will be taken to YouTube by clicking this link). We are looking for talented new members to join our Student Recruitment & Support Adviser team. This role will be to provide student-centred information by phone, email, and webchat, so that we can continue to provide an exceptional and responsive service to our students and enquirers. We are hugely passionate about what we do and are looking for likeminded individuals, who genuinely care about our students and their journey with us, and who can work in a fast-paced environment which is focussed on continuous improvement. This role has a fixed start date of Monday 11 May 2026 where successful candidate will start a fully supported 6 week training and induction programme. The internal job title for this role is Student Recruitment and Support Adviser. • Be the first point of contact for students and enquirers, to provide information regarding registration, funding and study support at The Open University. To deal with both proactive and reactive contact through different channels, primarily inbound and outbound phone calls, and emails/webform, and webchat within agreed service levels. Where necessary, refer on to other staff with specialist expertise, as part of our Information, Advice and Guidance (IAG) model, making interactions with The Open University as straightforward as possible., • To undertake administrative and operational processes to support student and enquirer requests. This includes registering students with a variety of payment methods and processing data related to student fees and funding. We also support a range of disability-related activity and schemes for different groups of students., • To work to a structured rota, which can be subject to on-the-day changes. The rota schedules the working day to ensure that all activity is dealt with promptly and ensures effective management of our workload., • Use university systems and databases to maintain student and enquirer records, including study records and personal details whilst following agreed operating procedures. Please note that there will be more frequent attendance required for the initial 6-week training period (3 times per week) as well as holiday leave being restricted during this period. Leave will also be restricted in the busy peak periods. Current peak periods are mid-August to late September, and January. Essential: • National 5 in Maths and English at Grade C or above, or equivalent., • Recent experience of working in a customer facing environment., • Good communication skills, both oral and written. For example; effective telephone techniques and the ability to explain policies and processes clearly and succinctly., • Good organisational skills, including the ability to cope with heavy workloads in an often high pressure environment, while still meeting deadlines, working productively and accurately., • Flexibility, including adaptability to changing circumstances, duties, workloads, practices, and systems., • Commitment to excellent customer service and ongoing personal development to deliver this service., • Strong IT skills, including use of standard Microsoft Office packages., • An understanding of team working and the ability to work as part of a team., • Experience of answering and actioning diverse queries, using a wide range of information sources., • To follow documented information and procedures, using initiative in problem-solving, whilst recognising boundaries., • Ability to demonstrate a rapid understanding of newly presented information., • Ability to carry out the role in a way that is consistent with equality legislation and University policies. Desirable: • Relevant Vocational Qualification to Level 2 or above., • Recent experience of working within a Higher Education environment., • Experience of providing information and the ability to transfer this experience to a higher education context., • Experience of working to personal, team and organisational targets., • Experience of working in a multi-channel environment and coping with high volume telephone calls (inbound and outbound), emails and webchat., • Ability to use customer relationship management system. If you have any questions, or need support or adjustments relating to your application, the recruitment process, or the role, please contact us on or email quoting the advert reference number. At The Open University, we offer a range of benefits to recognise and reward great work, alongside policies and flexible working that contribute towards a great work life balance. Get all the details of what benefits we offer by visiting our ___ (clicking this link will open a new window). We are open to discussions about flexible working. Whether it’s a job share, part time, compressed hours or another working arrangement. Please reach out to us to discuss what works best for you. It is anticipated application updates will be provided by 21 March 2026. Shortlisted candidates will be invited to participate in a short task and attend a panel interview between 25 March-30 March 2026. We may close this job advert earlier than the published closing date where a satisfactory number of applications are received. We would therefore encourage early applications. To apply for this role, please submit the following as separate documents; • CV