Senior Admissions Officer (Applicant Enquiries)

The Admissions team is responsible for all admissions to UCL's Undergraduate, graduate taught, research, teacher training and affiliate programmes. It handles approximately 170,000 applications per cycle. The Admissions function is critical in ensuring that UCL secures the desired number of students to meet UCL's aspirations in terms of securing and maintaining a well-qualified, balanced student body and associated tuition fee income.

About the role

We are seeking to recruit a Senior Admissions Officer (Applicant Enquiries) to work in our centralised admissions team on a fixed term maternity cover basis, covering enquiries regarding applications for undergraduate (UG), graduate (PG), teacher training (ITE) and affiliate study. Duties will include:

• Jointly managing a team of applicant Enquiries staff on a day-to-day basis.
• Working to develop the Applicant Enquiries Centre and associated workflows and processes, being led by best practice in the field of enquiries.
• Providing ongoing training, documentation and supervision to staff on handling enquiries and the use of UCL's enquiries CRM system.
• Running reports and ensuring prompt responses to enquiries within agreed service standards.
• Monitoring and auditing enquiry responses to ensure consistency and accuracy.
• Co ordinating rota-ing service provision in the Student Recruitment and Admissions Hub and telephone service.
• Monitoring trends in enquiries and ensuring development and updating of relevant FAQs and websites.
• Reporting to manager any trends or issues to be resolved.
• Liaising with relevant stakeholders and departments (Accommodation, Student Recruitment etc.) to ensure accuracy of information and best possible customer service is provided.
• Responding to complaints from applicants regarding service provision.
• Acting as a champion for the Admissions enquiries CRM system, including system testing and assisting in training and support of admissions administrators and tutors.
• Developing expertise in the Admissions enquiries CRM system, UCL's phone system (Genesys) and the UCLSelect application database.
• Assisting Undergraduate Admissions Managers with setting up and delivering the phone system and staffing for A-level results day.
• Handling applicant enquiries by telephone, post, email, web chat and in person.
• Other duties commensurate with the role (see job description).

The role is available until the 18th August 2027 or the return of the original postholder, whichever is sooner.

If you have any queries about the role, please contact Tom Haskell at: . Please note, this role does not meet the requirements for visa sponsorship, so you must have the unrestricted right to work in the UK to be successful.

About you

The post-holder will need to have significant experience working in higher education admissions, and should hold qualifications to degree level or equivalent. They need to be able to organise themselves and a large team effectively to meet service standards and be able to do so under pressure, prioritising work appropriately. An ability to assess current policies and procedures and make suggestions for change that improve the applicant experience, while adhering to regulatory requirements is essential. The post-holder must also have strong interpersonal skills and a tactful and diplomatic approach to dealing with applicants and staff. The successful candidate will need to demonstrate strong motivation and interest in providing an excellent customer service environment.

What we offer

• 41 days holiday (27 days annual leave, 8 bank holiday days and 6 closure days).
• Additional 5 days' annual leave purchase scheme.
• Defined benefit career average revalued earnings pension scheme (CARE).
• Cycle to work scheme and season ticket loan.
• Immigration loan.
• Relocation scheme for certain posts.
• On site nursery.
• On site gym.
• Enhanced maternity, paternity and adoption pay.
• Employee assistance programme: Staff Support Service.
• Discounted medical insurance.
• Visit to find out more.

Our commitment to Equality, Diversity and Inclusion

As London's Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world's talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be under represented in UCL's workforce. These include people from Black, Asian and ethnic minority backgrounds; people with disabilities; LGBTQI+ people; and for our Grade 9 and 10 roles, women.

Attached documents are available under links. Clicking a document link will initialize its download.