ENROLMENT SUPPORT AGENTS

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., 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.

Do you have experience in Organizational skills?, 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

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

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.