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Enrolment Support Agents

Buckinghamshire New University -
High Wycombe

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Job details

Full-time | Fixed term contract
£13.45 an hour
6 days ago

Qualifications

Incident management
Customer service
Organisational skills
Communication skills

Full job description

Location

High Wycombe

Contract Type

Atypical

Salary Range

£17,000 - £20,000

Hours per week

Closing Date

28/06/2026

Ref No

2062

Enrolment Support Agents

Full Time (37 hours per week) – Fixed Term Contract (4 months from w/c 03 August 2026)) – High Wycombe

Salary - £13.45 per hour

Buckinghamshire New University is an ambitious, modern university that is always open to fresh ideas and thinking. We believe in the transformative power of education, and in doing the right thing by our students, people and local community. That’s why our BNU community is a special place to work and study, and where people who want to make a difference can contribute and succeed.

Our University’s DRIVE values and are at the heart of all that we do. We are united in being dynamic, responsible, inclusive, visionary and empowering to ensure that we provide the best experience to our learners and offer excellent service to our partners and to each other as colleagues. Our commitment to these values is unwavering and they are central to our mission.

We are seeking to employ four Enrolment Support Agents, to join the Enrolment Support Service Desk and provide support to students during enrolment. You will be part of the Academic Registry directorate, reporting to the Registry Officer with a dotted reporting line to the Service Delivery Manager.

You will provide a pro-active, customer-focused first line support service to students and staff for all enrolment enquiries including but not limited to: guidance on the completion of the online enrolment form, user management and security (e.g. account creation); password management. You will also ensure that that all information is managed securely in accordance with university policies and information related legislation. All processes need to be carried out in accordance with the established policies and procedures based on Information Technology Infrastructure Library (ITIL).

In support of these processes, you will update all tools used by the Service Desk in a timely and accurate manner. Service Desk performance is measured against SLAs and you will ensure that all contact to the Service Desk is logged, responded to and any issues resolved within the timeframes stipulated in the SLA.

You will act as the first escalation point for the team and customer and take ownership of the resolution of specific or complex incidents, requests and problems, invoking third party support as required. You will help identify and resolve underlying issues in accordance with the Problem Management process.

Please click here to see our wide range of benefits available for employees.
Please click here for our behavioural based interview question bank.
Please click here to view our employee handbook.

If you have the qualities and attributes representative of the University’s values and ambition, we would be delighted to hear from you.

For further information about this role please contact Aditi Dey ( [email protected])

All applications are to be made in full and online.

BNU is proud to have a diverse community and a strong track record of diversity, equity and inclusion. We are committed to promoting an inclusive and diverse workplace and aim to continue building an environment where everyone thrives and can be themselves. We therefore particularly encourage applications from candidates who are likely to be underrepresented in BNU’s workforce. These include people from global majority backgrounds, people with disabilities, and LGBTQI+ people, particularly in more senior roles.

Please let us know if you require any adjustments or support during the recruitment process. We are happy to discuss any reasonable adjustments that would enable you to perform to the best of your abilities in your role. Please reach out to Aditi Dey ([email protected]) if you have any specific needs or if you would like more information on how we can support you

We ensure that our interview/shortlisting Chairs complete the relevant e-learning and/or inclusive recruitment training.

If you’re considering using AI to support your application, we encourage you to question the value it adds. The use of AI tools sometimes erodes authenticity and prevents us from being able to assess the real you. We strongly recommend you prepare your application using your own skills and knowledge and that AI is only used for the purpose of review.

Closing Date: 28th June 2026

Interview Date: 13th and 14th July 2026

If you are invited to interview for this role, you will need to provide evidence of your eligibility to work in the UK and if on a Visa, current visa and status. Sponsorship is dependent on the salary level of the position.

BNU is a Disability Confident employer and as such you will be given the opportunity to declare a disability as part of the application process.

Job Description

JOB DESCRIPTION

Job Title: Enrolment Support Agents ( Temp 4 months period)

College/Directorate: Academic Registry

Grade: C

Location: High Wycombe

Hours: 37

Responsible to: Registry Officer – Student Records & Data Standards

Responsible for: Handling enrolment related queries and work as the first point of contact

Job Purpose:

To provide first level support to student enquiries during online enrolment, including but not limited to guidance on the completion of the online enrolment form, user management and security (e.g. account creation, password management). To proactively contact students who have not enrolled and guide them through the online process. To ensure that all processes are carried out in line with the Directories policies and procedures.

Main Duties & Responsibilities of the role:

To provide a proactive, customer focused first line support to students and staff during the online enrolment process.
To act as the first escalation point for the team and customer and take ownership of the resolution of specific student enquiries, invoking third party support as required.
To update all relevant Service Desk systems in support of the Incident Management and Request Fulfilment processes ensuring that updates are accurate and in accordance with existing policies and standards which are based on ITIL.
To ensure that all contact to the Service Desk is logged, responded to and any issues resolved within the timeframes stipulated in the SLA.
To proactive contact and guide students through the online enrolment process as directed by the Senior Registry Officer.
To create and update documentation relating to Frequently Asked Questions (FAQs) and user manuals for end users and other colleagues to capture knowledge and share information effectively.
To ensure all information is managed securely and in accordance with University policies and information related legislation.
Comply with relevant legislative and other requirements (e.g., the Data Protection Act 2018 and GDPR; Health and Safety; UKVI; and Equality and Diversity) in all working practices.
Such other duties temporarily or on a continuing basis, as may reasonably be required.

PERSON SPECIFICATION

A = Application T = Test I = Interview

Education, Qualifications & Training

Means of Testing

Good general education

Knowledge & Experience

Experience of delivering services in a demanding customer service environment

A/I

Experience of problem solving

A/I

Experience of teamwork

A/I

Good operational knowledge of incident management and request fulfilment

A/I

Higher Education experience

A/I

Skills

Excellent interpersonal, verbal and written communication skills

A/I

Digitally able and proficient Microsoft tools

A/I

Good organisational skills

A/I

Ability to work under own initiative and meet deadlines

A/I

Special Requirements

Working in a rotating shift covering the Service Desk working hours

A/I

Behavioural INDICATORS ( Top 3 key behavioural categories most applicable to the role)

Delivering Excellent Service

Working together

Finding solutions

Apply Now

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