Employment Terms
Full Time (37 hours per week) – Fixed Term Contract (4 months from w/c 03 August 2026)
Salary
£13.45 per hour
Job Title
Enrolment Support Agent (Temp 4 months period)
College/Directorate
Academic Registry
Grade
C
Location
High Wycombe
Hours
37
Responsible to
Registry Officer – Student Records & Data Standards
Job Purpose
To provide first level support to student enquiries during online enrolment, including guidance on the completion of the online enrolment form, user management and security (e.g. account creation, password management), proactively contacting students who have not enrolled and guiding them through the online process, and ensuring that all processes are carried out in line with the Directories policies and procedures.
Responsibilities
- Provide a proactive, customer‑focused first line support during the online enrolment process.
- Act as the first escalation point for the team and customer, taking ownership of the resolution of specific student enquiries and invoking third‑party support as required.
- Update all relevant Service Desk systems, ensuring accuracy and compliance with ITIL‑based policies and standards.
- Log, respond to and resolve all Service Desk contacts within SLA timeframes.
- Proactively contact and guide students through the online enrolment process as directed by the Senior Registry Officer.
- Create and update documentation such as FAQs and user manuals to capture and share knowledge effectively.
- Ensure all information is managed securely in accordance with University policies and applicable legislation.
- Comply with all relevant legislative and regulatory requirements (e.g., Data Protection Act 2018 and GDPR, Health and Safety, UKVI, Equality and Diversity).
- Perform any other duties as reasonably required.
Qualifications
- Good general education.
- Experience delivering services in a demanding customer service environment.
- Experience in problem solving.
- Experience in teamwork.
- Good operational knowledge of incident management and request fulfilment.
- Higher Education experience.
- Excellent interpersonal, verbal and written communication skills.
- Digitally able with proficiency in Microsoft tools.
- Good organisational skills.
- Ability to work independently, meet deadlines and take initiative.
- Working in a rotating shift covering the Service Desk working hours.
Behavioural Indicators
- Delivering Excellent Service
- Working together
- Finding solutions
EEO Statement
BNU is proud to have a diverse community and a strong track record of diversity, equity and inclusion. We are committed to promoting an inclusive and diverse workplace and aim to continue building an environment where everyone thrives and can be themselves. We therefore particularly encourage applications from candidates who are likely to be underrepresented in BNU’s workforce, including people from global majority backgrounds, people with disabilities, and LGBTQI+ people, particularly in more senior roles.
Benefits
Benefits information available from the university.
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