Enquiry Management Officer

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 be responsible for the UK Recruitment’s enquiry management service, ensuring prospective students, applicants and other stakeholders receive a professional, consistent, and timely response to their enquiry.

The postholder will establish, develop and maintain enquiry protocols and processes; manage reporting; and play a key role in service monitoring and improvement. They will also work with colleagues to produce content for knowledge bases and call scripts, which will help build relationships with stakeholders throughout the student recruitment journey.

The successful candidate will be educated to A level or NVQ level 4 (or equivalent) in a relevant subject area or possess equivalent experience. You must be a confident bilingual communicator, with excellent copywriting, proofreading and editing skills. You must have experience working in a customer-service environment and producing marketing content.

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 on 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 are grouped into ten academic Schools. Bangor University has been named the top university in Wales in the 2026 University Compare Rankings and ranked 15th 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 lead and continually improve the University’s UK student recruitment enquiry services across multiple channels, ensuring a high-quality, consistent, and customer-focused experience.

Main Duties and Responsibilities

• Work closely with colleagues within the UK Recruitment Marketing team with the development, implementation and continual improvement of enquiry management protocols, call scripts, FAQs, and knowledge base content.
• Oversee the day-to-day operation of student recruitment-related enquiry services (email, phone, web, live chat, digital engagement platforms, in-person) to ensure service standards are met.
• Produce marketing content to support enquiry management, ensuring that the content produced reflects the University’s marketing and brand strategies, and complements/supports other marketing and recruitment activities and material.
• Work with colleagues and external partners to support and maintain digital engagement activities.
• Provide training, guidance, and support to Enquiry Assistants and other staff responding to student recruitment-related enquiries.
• Monitor and report on enquiry volume, response times, customer satisfaction and common themes. Produce regular reports for senior officers/managers.
• Analyse enquiry trends to identify gaps in information, improve processes and inform UK recruitment marketing and communications.
• Ensure compliance with data protection (GDPR), safeguarding and University policies.
• Liaise with colleagues across departments (e.g. admissions and recruitment, college marketing, web team) to keep enquiry information up to date and accurate.
• Contribute to UK recruitment and conversion campaigns by ensuring enquiry responses support marketing objectives
• Stay up to date with developments across the HE sector to ensure awareness of competitor behaviour and to respond accordingly.
• 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

Education/Qualification

Essential

• Educated to A level or NVQ level 4 in an appropriate subject (e.g. marketing, communications) or possess significant equivalent experience (e.g. customer service, enquiry management, student recruitment, admissions).

Desirable

• Undergraduate degree in a relevant subject area.
• Evidence of continuing professional development.

Experience/Knowledge/Skills

Essential

• The ability to speak and write Welsh fluently in a wide variety of situations is essential for this post.
• Experience in enquiry management, customer service, or student recruitment in HE or a similar sector.
• Excellent interpersonal and communication skills, with strong writing, proof-reading and editing skills, as well as a keen eye for detail and the ability to adapt messages appropriately for different audiences.
• Familiar with and confident about using IT systems, and the ability to interpret data, produce reports, and recommend improvements.
• Excellent knowledge and understanding of GDPR/data protection and compliance, and how that relates to enquiry management.
• Excellent organisational skills, including the ability to multitask, prioritise and show attention to detail, working under pressure with the ability to work to deadlines.
• 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.
• Enthusiastic and motivated, you will have the ability to work independently as well as contribute to a team.
• Able and flexible enough to work the hours required, which will include evening and weekend work.

Desirable

• Familiarity with CRM, enquiry management systems and software, call management system and databases.
• Experience of working in higher education in a similar role or student recruitment/admissions.
• Knowledge of UK qualifications and university admissions processes.
• Proven ability to design and implement processes, scripts and service protocols. Understanding of marketing and recruitment cycles.
• Experience of supervising or training colleagues.
• Flexible and resilient, able to respond to peak periods (e.g. Clearing, enrolment).

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.