Reporting to the Customer Service and Admissions Supervisor, the postholder provides clear information, maintains accurate student records and follows up applicants so that they understand their next steps. They work closely with curriculum teams, customer service colleagues and other support services to help learners access appropriate opportunities and contribute to the College’s recruitment and enrolment goals. The role has no direct reports.

Your day to day impact

Applicant enquiries and customer service

• Provide a friendly, professional and responsive service to prospective learners, parents, carers and other stakeholders by telephone, email, online channels and in person.

• Give accurate information about courses, entry requirements, application stages and enrolment arrangements, using current College information and referring specialist questions to the appropriate team.

• Identify applicants who need additional guidance or support and make timely referrals to Careers, Additional Learning Support, safeguarding or other relevant services.

Application processing and records

• Process applications accurately and promptly, checking that information and supporting documents are complete and following up missing details.

• Maintain accurate applicant records, course choices, communications and application statuses in ProSolution, HubSpot and other approved College systems.

• Coordinate with curriculum teams to obtain application decisions, arrange interviews or Meet the Tutor appointments and communicate approved offers and next steps.

• Follow agreed procedures for changes of course, duplicate applications, cancellations and other record updates, maintaining a clear record of decisions and approvals.

Applicant engagement and conversion

• Follow up applicants, offer holders and those who miss appointments or enrolment, using agreed communications and contact lists to help them take their next step.

• Support automated email and WhatsApp journeys by keeping source records accurate, monitoring responses and handling enquiries or exceptions passed to the Admissions team.

• Identify barriers to progressing an application, take action within the role’s remit and escalate unresolved issues to the Supervisor.

Enrolment and admissions events

• Support preparation and delivery of enrolment, including checking documentation, updating records and helping learners understand the steps needed to complete enrolment.

• Carry out identity, residency, eligibility and qualification checks within agreed College procedures, referring complex cases to authorised colleagues for a decision.

• Support Open Days, Meet the Tutor events, welcome activities and other recruitment events, including bookings, attendance records and applicant follow-up.

• Work flexibly across College campuses and support reception, front-of-house and other admissions activity as required, including occasional evenings and weekends during peak periods.

Teamwork and service improvement

• Work collaboratively with curriculum, Marketing, Customer Experience, MIS and support teams, sharing relevant information to resolve enquiries and provide a consistent applicant experience.

• Provide accurate updates on workload, outstanding applications and applicant contact activity; support reporting on applications, offers and enrolment as required.

• Contribute to improvements in admissions processes, communications and systems, highlighting recurring applicant issues and suggesting practical solutions.

• Manage an agreed workload to meet service standards and deadlines, maintain clear handovers and support colleagues during busy periods or absence.

Professional responsibilities

• Handle personal and confidential information securely in accordance with College policies and data protection procedures.

• Promote equality, diversity and inclusion, treat applicants fairly and help ensure that communications and services are accessible.

• Maintain a commitment to safeguarding and student welfare, completing required training and reporting concerns through the College’s agreed procedures.

• Participate in training and professional development, maintain current knowledge of College provision and procedures, and undertake other duties appropriate to the level and nature of the post.

Qualifications Required

• Level 2 qualifications in English and mathematics, or equivalent qualifications or demonstrable equivalent skills.

Skills and Abilities

• Clear written and verbal communication skills, with the ability to explain information and next steps to different audiences.

• Ability to organise and prioritise work, meet deadlines and maintain accuracy during busy periods.

• Confident IT skills, including email, Microsoft Office and the ability to learn student record or customer relationship management systems.

• Ability to check information, maintain accurate records and handle confidential data with care.

• Ability to resolve routine enquiries, recognise the limits of delegated authority and escalate issues appropriately.

Experience

• Experience in an administrative, customer service or other role involving direct contact with customers or service users.

• Experience processing information accurately, maintaining records and working to deadlines.

• Experience working collaboratively with colleagues to resolve enquiries and deliver a reliable service.

Knowledge

• Understanding of the importance of a positive applicant experience and timely, accurate communication.

• Awareness of confidentiality, data protection, equality and safeguarding responsibilities, with a willingness to complete required training.

Personal Attributes

• Approachable, patient and professional, with a commitment to helping learners and treating people fairly.

• Reliable and adaptable, with attention to detail and the ability to remain calm under pressure.

• Willingness to learn, respond positively to feedback and contribute to service improvements.

• Willingness to work across College campuses and occasionally during evenings or weekends to support admissions events and enrolment.

Desirable Criteria

• A relevant qualification in administration, customer service or information, advice and guidance.

• Experience in education admissions, enrolment or student support.

• Experience using ProSolution, HubSpot or another student record or CRM system.

• Knowledge of further education course levels, entry requirements and progression routes.

• Experience supporting events, applicant communications or telephone follow-up activity.

Your Future Starts at Oaklands

Here’s what you can look forward to:

• Free access to our on-site gym at the St Albans campus (time restrictions may apply)

• Local government Pension Scheme with excellent employer contributions.

• Financial wellbeing support, including discounts on beauty treatments, Lambing Weekend, our on-site zoo, travel via the UNO Bus Scheme, and more

• Cycle to Work Scheme, promoting active travel and healthy living

• Generous annual leave entitlement

• Continuous Professional Development (CPD), including free Adult Community Learning courses and staff training opportunities

• Staff Development Days and Awards that celebrate achievement and recognise impact

• Mental Health and Wellbeing Support

• Employee Assistance Programme available 24/7

• Mental Health Peer Supporters

• Eye Care Voucher scheme

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