Adviser, Student Recruitment & Support | Ymgynghorydd, Recriwtio a Chymorth Myfyrwr (Open Uni)
Adviser, Student Recruitment & Support (Open University) | Ymgynghorydd, Recriwtio a Chymorth Myfyrwyr (Y Brifysgol Agored)
About the Role
The start date for this role is: 01/06/26
The Open University is committed to making higher education open to all and providing a seamless journey for students and supporting their learning success, regardless of their background or previous educational qualifications. This post forms part of a wider team based within the contact centre of The Open University in Wales. The role will initially consist of administrative tasks to assist the wider team and enable other team members to focus on other aspects of the role.
Working within the Student Recruitment and Support Team, you will help ensure that information and documents are stored correctly within the OU systems and help ensure students are able to access support available to them. You will work with multiple internal systems as part of your role, participating in outbound call campaigns, as well as responding to enquiries via phone and email from students and prospective students.
Applications can be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.
Key Responsibilities
Operational processes and standards
- To undertake associated administrative and operational processes to action enquirer and student requests in an effective and timely manner.
- To access, utilise and update student and enquirer records including qualification and module records, personal details, and the Open University Customer Relationship Management tool 'VOICE”.
- To work to a rota as part of a team to ensure that all activity is dealt with promptly and effectively and within agreed Service Levels.
- To meet and strive to exceed the expected service standards as set within our quality framework, delivering a positive experience for all students and enquirers by putting them at the heart of everything you do.
- To provide information to both enquirers and students supporting them with registration processes, funding enquiries and general information about The Open University via predominantly inbound/outbound phone calls and emails.
- To proactively transfer calls to specialised teams for further advice and guidance where appropriate as part of an Information, Advice and Guidance model.
Continuous Improvement and Development
- Follow the Information, Advice and Guidance model best practice whilst actively participating in a culture of continuous improvement.
- Recognise and celebrate successes, whilst taking ownership to act upon feedback, doing things better with enthusiasm and commitment.
- From quality monitoring, internal feedback and coaching, seek out opportunities that will stretch and challenge you, openly talking with your Team Manager about your own performance.
- To attend training events and briefings to ensure you have access to accurate and up to date operational information, so you can adopt correct and evolving business practices and procedures.
- Attend and actively engage in team meetings whilst proactively contributing to business improvement ideas and initiatives to optimise service provision.
- To undertake any other duties which may reasonably be required.
Ynglŷn â'r Rôl
Y dyddiad cychwyn ar gyfer y rôl hon yw: 01/06/26
Mae'r Brifysgol Agored wedi ymrwymo i wneud addysg uwch yn agored i bawb a darparu taith ddi-dor i fyfyrwyr a chefnogi eu llwyddiant dysgu, waeth beth fo'u cefndir neu eu cymwysterau addysgol blaenorol. Mae'r swydd hon yn rhan o dîm ehangach sydd wedi'i leoli yng nghanolfan gyswllt y Brifysgol Agored yng Nghymru. Bydd y rôl yn cynnwys tasgau gweinyddol i ddechrau i gynorthwyo'r tîm ehangach a galluogi aelodau eraill y tîm i ganolbwyntio ar agweddau eraill ar y rôl.
Gan weithio o fewn y Tîm Recriwtio a Chymorth Myfyrwyr, byddwch yn helpu i sicrhau bod gwybodaeth a dogfennau'n cael eu storio'n gywir o fewn systemau'r Brifysgol Agored ac yn helpu i sicrhau bod myfyrwyr yn gallu cael mynediad at y gefnogaeth sydd ar gael iddynt. Byddwch yn gweithio gyda nifer o systemau mewnol fel rhan o'ch rôl, gan gymryd rhan mewn ymgyrchoedd galwadau allanol, yn ogystal ag ymateb i ymholiadau dros y ffôn ac e-bost gan fyfyrwyr a darpar fyfyrwyr.
Gellir cyflwyno ceisiadau yn y Gymraeg, ac ni fydd cais a gyflwynir yn y Gymraeg yn cael ei drin yn llai ffafriol na chais a gyflwynir yn Saesneg.
Prif Gyfrifoldebau
Prosesau a safonau gweithredol
- Ymgymryd â phrosesau gweinyddol a gweithredol cysylltiedig i weithredu ar geisiadau ymholwyr a myfyrwyr mewn modd effeithiol ac amserol.
- Mynediad at gofnodion myfyrwyr ac ymholwyr, eu defnyddio a'u diweddaru, gan gynnwys cofnodion cymwysterau a modiwlau, manylion personol, ac offeryn Rheoli Perthynas â Chwsmeriaid y Brifysgol Agored 'VOICE'.
- Gweithio i rota fel rhan o dîm i sicrhau bod pob gweithgaredd yn cael ei drin yn brydlon ac yn effeithiol ac o fewn Lefelau Gwasanaeth y cytunwyd arnynt.
- Cyflawni a cheisio rhagori ar y safonau gwasanaeth disgwyliedig fel y'u nodir yn ein fframwaith ansawdd, gan ddarparu profiad cadarnhaol i bob myfyriwr ac ymholwr trwy eu rhoi wrth wraidd popeth a wnewch.
- Darparu gwybodaeth i ymholwyr a myfyrwyr gan eu cefnogi gyda phrosesau cofrestru, ymholiadau am gyllid a gwybodaeth gyffredinol am y Brifysgol Agored yn bennaf trwy alwadau ffôn ac e-byst sy'n dod i mewn/allan.
- Trosglwyddo galwadau'n rhagweithiol i dimau arbenigol am gyngor ac arweiniad pellach lle bo'n briodol fel rhan o fodel Gwybodaeth, Cyngor ac Arweiniad.
Gwelliant a Datblygiad Parhaus
- Dilyn arfer gorau'r model Gwybodaeth, Cyngor ac Arweiniad wrth gymryd rhan weithredol mewn diwylliant o welliant parhaus.
- Cydnabod a dathlu llwyddiannau, wrth gymryd perchnogaeth i weithredu ar adborth, gan wneud pethau'n well gyda brwdfrydedd ac ymrwymiad.
- O fonitro ansawdd, adborth mewnol a hyfforddiant, chwiliwch am gyfleoedd a fydd yn eich ymestyn a'ch herio, gan siarad yn agored â'ch Rheolwr Tîm am eich perfformiad eich hun.
- Mynychu digwyddiadau hyfforddi a briffiau i sicrhau bod gennych fynediad at wybodaeth weithredol gywir a chyfredol, fel y gallwch fabwysiadu arferion a gweithdrefnau busnes cywir ac esblygol.
- Mynychu a chymryd rhan weithredol mewn cyfarfodydd tîm wrth gyfrannu'n rhagweithiol at syniadau a mentrau gwella busnes i optimeiddio darpariaeth gwasanaeth.
- Ymgymryd ag unrhyw ddyletswyddau eraill a allai fod yn rhesymol ofynnol.