As the Enrolment Enquiry Coordinator, you will lead a team of three Enrolment Enquiry Assistants, ensuring the timely and high-quality handling of enquiries from prospective and current students, both domestic and international.
You’ll oversee daily operations, support with escalated or complex enquiries, monitor r service performance, and ensure efficient use of enquiry-handling systems. In addition to your coordination duties, you’ll also respond to enquiries directly, delivering accurate and tailored information. You will report back on service performance to senior members of the Academic Registry team and escalate any issues affecting performance.
This role requires experience in team coordination or project oversight, excellent customer service skills, and the ability to work in a fast-paced, performance-driven environment. You will have previous experience of working with systems. You’ll support your team by providing guidance on workflows, resolving issues, and ensuring all enquiries are handled promptly and professionally each week.
Key Responsibilities
Team Leadership & Operational Oversight
Line manage and support a team of three Enrolment Enquiry Assistants, including onboarding, training, workload delegation and day-to-day supervision.
Monitor enquiry volumes and team performance, ensuring service level agreements (SLAs) and quality standards are met.
Provide coaching and regular feedback to team members, identifying development needs and performance improvement opportunities.
Organise rotas, ensure appropriate daily coverage across live chat, phone, email and in-person channels.
Service Delivery & Improvement
Act as a point of escalation for complex, sensitive, or high-priority student enquiries.
Ensure all enquiries are dealt with accurately, sensitively, and in line with University policies and procedures.
Review and update internal guidance and scripts to maintain accuracy and consistency of information provided.
Identify patterns or trends in enquiries and feed insights back to relevant teams (e.g. Admissions, Marketing, Student Services).
Systems & Reporting
Oversee the effective use of CRM or enquiry-handling systems, ensuring data is accurate, complete, and timely.
Generate regular reports on enquiry types, volumes, and service performance.
Contribute to service planning, process improvement and resource planning initiatives.
Collaboration & Stakeholder Engagement
Liaise with other university departments to ensure enquiry responses are current, accurate and reflect institutional updates.