Enquiry Assistant

School/Department

Grade

Salary Information

Contract Duration

Responsible to

Closing Date

Applications are invited for the above 2 year full-time post, working in the UK Recruitment Marketing team. The successful candidate will be joining a supportive team environment in which they will provide a high-quality first point of contact for prospective students, applicants, and other stakeholders, delivering excellent customer service across multiple enquiry channels. They will support the development of knowledge base content and call scripts, help monitor service performance and contribute to continual improvement within the UK Recruitment enquiry management service.

The successful candidate will possess a minimum of 5 GCSEs at grades A* - C (incl. English and Maths) or NVQ level 2 in a relevant subject area and have recent experience of working in a customer-service environment. You must be a confident communicator with excellent written and verbal skills (Welsh and English) and capable of engaging effectively in a customer service environment.

The successful candidate will be expected to commence as soon as possible.

The contract is for 2 years initially but may be extended.

The ability to communicate through the medium of Welsh, both orally and in writing, is essential for this post.

This role will be located on campus at Bangor. Through our Dynamic Working framework, there will also be the option to spend some time working remotely (although remaining in the UK) to support work life balance, which will be discussed further with candidates at interview.

Applications will also be considered to carry out this role on a part-time or job share basis.

Applications will only be accepted via our online recruitment website, jobs.bangor.ac.uk. However, in cases of access issues due to a disability, paper application forms are available by telephone 01248 382646.

Closing date for applications: 30 April 2026

Committed To Equal Opportunities

Overview

Founded in 1884, Bangor University today is a thriving, forward-looking institution offering excellent opportunities. Around 10,000 students currently study with us and our teaching and research is grouped into ten academic Schools. Bangor University has been named the top university in Wales in the 2026 University Compare Rankings, and number 15 in the UK. Bangor University has also been ranked in TIME’s World’s Top 400 Universities 2026, reaching 360th place globally and one of only two Welsh universities recognised in the league table.

The Project

This post is based within the UK Recruitment Marketing team, part of the University’s UK Recruitment and Admissions department. The UK Recruitment Marketing department sits within a wider directorate covering marketing, student recruitment and admissions, international, alumni relations and development, and communications.

Purpose of the Job

Working within a busy UK student recruitment and marketing environment, to assist with the delivery of the University’s UK student recruitment enquiry services across multiple channels, ensuring a high-quality, consistent, and customer-focused experience.

Main Duties and Responsibilities

• Respond to enquiries from prospective students, applicants, parents, advisors, and other stakeholders via email, phone, live chat, digital engagement platforms, and in person.
• Use approved call scripts, FAQs, templates, and knowledge bases to provide consistent and accurate information.
• Record and track enquiries within the enquiry management system, ensuring records are accurate and up to date.
• Triage and respond to enquiries appropriately, escalating complex or specialist queries to the relevant colleagues or teams to ensure accurate and timely resolution.
• Maintain confidentiality and comply with data protection (GDPR) when handling personal data.
• Contribute feedback on common queries and service gaps to inform continuous improvement.
• Other general duties, such as taking part in Open Days, Recruitment Events, HE Fairs etc., as deemed necessary.
• This is not a comprehensive list of duties and the person appointed will be expected to take on other responsibilities and duties as required by their line manager.

Other Duties and Responsibilities

• The post holder will be expected to participate in performance review and developmental activities.
• The post holder will be expected to comply with the University's equal opportunities policies, Dignity at Work and Study Policy and the University’s Welsh Language Scheme.
• The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for themselves and for other members of staff, students and visitors affected by their actions or inactions. The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.
• The post holder must comply with relevant legal and financial policies and procedures and be aware of their responsibilities in terms of the legal requirements of their post.

Person Specification

Qualifications/Training

Essential

• Minimum of 5 GCSEs at grades A* - C (incl. English, Welsh and Maths) or NVQ level 2 in a relevant subject area.

Desirable

• NVQ level 3 in a relevant subject area
• ECDL Certificate

Experience/Knowledge/Skills

Essential

• Experience in a busy customer service or administrative roles.
• Knowledge and understanding of good customer service principles.
• Strong communication skills in Welsh and English (written and oral), with ability to deliver information clearly and professionally and a keen eye for detail.
• Good organisational and time-management skills.
• Attention to detail and accuracy in handling information.
• Strong IT skills, including use of email, databases, Microsoft Office and customer service/enquiry management systems.
• Knowledge of GDPR/data protection and compliance and understanding of confidentiality and data handling.
• Friendly, approachable, with a customer-first mindset.
• Confident, professional, and friendly manner, representing the University positively as the first point of contact and embodying its values as the face of the institution.
• Ability to remain calm under pressure and deal with high enquiry volumes.
• Able and flexible enough to work the hours required, which will include evening and weekend work.

Desirable

• Experience of working in higher education or another student-facing role.
• Familiarity with enquiry management and call management systems or CRM software.

General

The University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds. We strive to develop a workforce from all sections of the community regardless of sex, gender identity, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, or age. We promote and facilitate the use of the Welsh language through our progressive Welsh Language Policy. We comply with the Welsh Language Standards and are committed to equality of opportunity. You are welcome to apply for any job in English or Welsh and all applications submitted will be treated equally.

We are a member of Advance HE's Athena SWAN Gender Equality charter and hold a Silver award in recognition of our commitment to and progress towards gender equality within the University's policies, practices, and culture. We are proud to be a Disability Confident employer.

All members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact.

All offers are made subject to proof of eligibility to work in the UK and receipt of satisfactory references.