Job Description

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Enquiry Management Administrator

location_on
Sighthill
18/06/2025


Enquiry Management Administrator


The job requirements are detailed below. Where applicable the skills, qualifications and memberships required for this job have also been included.


Job details

Salary

25,733 - 30,805

Contractual hours

35

Basis

Full Time

Region

International Operations and Student Recruitment

Package

Excellent benefits package

Job category/type

Professional Services

Date posted

05/06/2025

Job reference

0000021994


Job description

Our Excellent Benefits Package:

At ENU, we offer a great working environment where we support ambition, recognise achievement, and offer other excellent benefits including:


Minimum of

41

days annual leave (including 10 fixed holidays at Easter and Christmas) and the option to purchase additional annual leave Generous employer pension contributions A wide range of learning and development opportunities Opportunity to join our staff inclusion and support networks Access to our benefits platform

Vivup

which includes huge range of discounts across the UK's major retailers, health care discounts and Cycle to Work Access to our Employee Assistance Programme

The Team:

The Enquirer and Applicant Experience team undertakes work that is key to supporting the achievement of the university's student recruitment targets. The team has strategic oversight of the systems used through the applicant journey (e.g. CRM, data capture, peer-to-peer chat) as well responsibility for ensuring fantastic customer experience at all stages of enquiry and application.

The Role:

The Enquiry Management Administrator will support the Enquiry Management function, utilising the team's on-line system (Dynamics 365 CRM) and telephone to communicate with the University's key audiences. This role will primarily involve assisting undergraduate and postgraduate enquirers and their supporters in the University's application and admissions processes. The work of this team is central to Edinburgh Napier's student recruitment activity, through progressing enquirers to the next stage of their journey where possible.



to view a comprehensive list of duties and responsibilities, and more on how you may be suitable for the role.

What we will need from you:

You will:
Provide an excellent level of customer service to all enquirers and applicants who access our service by telephone, e-mail or through the web, and where appropriate to suggest ways to continuously improve service delivery. Communicate directly with audiences from a wide range of backgrounds and for a wide variety of enquiry types, providing detailed, up-to-date and accurate information about studying at Edinburgh Napier University. Provide assistance relating to enquiry management to academic and administrative staff, working closely with colleagues to ensure effective communication. Support the delivery of the University's core on-campus recruitment events including University Open Days, and other internal ad-hoc events. Participate in International Operations and Student Recruitment's annual Clearing operation to deliver an efficient and customer focussed service to a high volume of enquirers. Including call handling and processing of web enquiries from prospects looking to secure a place at the University through Clearing. Participate in team meetings and relevant meetings with colleagues in other services to support recruitment and conversion activities e.g. Admissions, CRM Users Group.

Additional information:

Application closing date: 11.59pm on Wednesday 18th June 2025

Interviews: W/C 23rd June

Contract type: 12 Months Fixed-Term

Salary: 25,733 - 30,805



For further information about the role or general enquiries, please contract recruitment at Recruitment@napier.ac.uk.

The University is unable to sponsor the employment of international workers in this role on the Skilled Worker visa route. International applicants will only be able to take up this role if they can demonstrate an alternative right to work in the UK.

Edinburgh Napier is committed to creating an environment where everyone feels proud, confident, challenged and supported and are holders of Disability Confident, Carer Positive and Stonewall Diversity Champion status.

Enquiry Management Administrator