Student Recruitment & Support Adviser

Department: Student Recruitment and Support

Closing Date: 06 March 2025

Weekly Working Hours: 37

Contract Type: Permanent

Welsh Language: Not Applicable

Student Recruitment and Fees at the OU in Ireland provides information and advice to enquirers and students on all aspects of studying with the university and on student enrolment by telephone, letter, email and other electronic formats. In this role, you will be involved in the registration of students on modules, qualifications and programmes and the maintenance of student and enquirer details, module and qualification records.

You must be comfortable with technology, have excellent communication and organisational skills, demonstrate attention to detail and accuracy, and have well developed customer service skills, knowledge of using Microsoft Office, and how to effectively use a wide range of OU IT applications.

Please submit the following as one document (saved as: 549, surname, initial)

• CV
• Personal Statement of no more than 1000 words detailing how you meet the Skills and Experience required.

You will receive application updates from

Closing date: Noon on 06 March 2025

Interview date: Week commencing 17 March 2025

• To provide information and routine advice to support students and potential students in registration and study with The Open University, through both proactive and reactive contact via a number of channels including inbound and outbound phone calls, emails, letters, online webchat and social media, and face to face.
• To undertake associated administrative and operational processes to action student and potential student requests.
• To access, utilise and update university systems and databases.
• To assist proactively in the development and continuous improvement of good internal and inter team working and service provision.
• To work as part of a flexible operation to provide support and answer queries from students, potential students and Associate Lecturers within agreed timescales.
• To continually develop skills and knowledge to maintain and improve personal performance.

Recent experience of:

• Working in a customer facing environment.
• Outbound calling in a complex customer services environment.
• Working in a multi-channel environment, coping with high volume telephone calls and correspondence.
• Use of Microsoft Office.
• Answering and actioning diverse queries, using a wide range of information sources.

Person specific:

• GCSE Maths and English at Grade C or above, or equivalent.
• Good communication skills, both oral and written: e.g. effective telephone and writing techniques to explain policies and processes.
• Flexibility: adaptability to changing circumstances, duties, practices and systems. A commitment to ongoing development while demonstrating rapid understanding of new information.
• Good organisational skills: the ability to cope with heavy workloads, to meet deadlines, work productively and accurately in a high-pressure environment.
• An ability to follow documented information and procedures: use initiative in problem-solving and recognise boundaries.
• Understanding of team working and how to work as part of a team.
• Commitment to excellent customer service.
• Commitment to equality, diversity and inclusion.

Work location: This role is contractually based in the Belfast office, but we support hybrid working across our team. Attendance in the office is required regularly; the cost and travel time are the responsibility of the employee and not compensated by the University.

There is frequent attendance required for the initial training period as well as holiday leave being restricted during this period. Leave is restricted in the busy peak periods (currently August-September and January-February).

If you have any queries or questions about the recruitment process, or regarding your application, please contact: .