Enquiry Advisor - External Relations Grade 4

Position Details

External Relations

Location:

University of Birmingham, Edgbaston, Birmingham UK

Full time starting salary is normally in the range £27,166 to £28,768, with potential progression once in post to £32,145

Grade: 4

Full Time, Permanent

Closing date: 22nd March 2026

People are at the heart of what we are and do.

The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success.

We are committed to helping the people who work here to develop through our sector‑leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide‑range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University.

We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work.

Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme.

We also have three high quality subsidised day nurseries.

The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state‑of‑the‑art sports centre with pool, shops, places to eat and drink, our own art gallery, museum and botanical gardens.

Find out more about the benefits of working for the Universityof Birmingham

The Contact Team is part of the Admissions Office, within External Relations, and is responsible for inbound enquiry management between the University and prospective students and their influencers. This covers the period from the first point of enquiry up until they begin their studies s post plays a key role in the successful delivery of a professional and high quality first line support service to enquirers, applicants and others making enquiries to the Contact Team.

The team in which this post works triage a high volume of inbound queries from a diverse client group of both internal and external customers, through multiple communication channels. The team triage all queries to identify where tasks can be resolved at the point of enquiry or the best resolution pathway where specialist support and/or knowledge is required (acting as a gateway to other support services).

They will take responsibility for certain areas of expertise and will be the ‘go to’ person within the team for those enquiries. They will be expected to make a proactive contribution to the ongoing development of the online knowledge base. In addition, the post holder will undertake a range of other tasks supporting the wider Contact Team and its operational objectives.

The Enquiry Advisor is required to provide a high level of front‑line service to all making enquiries to the Contact Team.

Main duties include:

• Responding to all forms of enquiry; web, email, phone, social media, in person.
• Responding to a broad range of enquirers across the breadth of the applicant lifecycle, including international, parents, teachers, and internal members of staff.
• Conducting assessment and escalation of enquiries where appropriate, whilst being responsible for the successful completion of…