Senior Customer Service​/Admissions Officer

Senior Customer Service / Admissions Officer

To support the Head of Customer Services and Admissions with the day-to-day tasks of coordinating and delegating the responsibilities of the Customer Services team. To oversee the day-to-day functions of the Customer Services Team. To manage the effective deployment of the Customer Services Team by providing direction, guidance, coaching, support. To be able to motivate the Customer Services team and maintain a comfortable and conducive working environment.

To function as an effective team member within the Customer Services and Admissions team.

Employer Craven College

Date Posted January 14, 2026

Post No. B267

Location Skipton

Rate of pay Craven College Harmonised Pay Scale Points 7-9 £ 27,138.01 - £28,096.15 per annum, full time equivalent

Hours 30-37 hours per week

Responsible to Head of Customer Services and Admissions

Closing Date February 1, 2026 23:59

Special Conditions A full enhanced check via the Disclosure and Barring Service will be required for this post.

• To manage the effective deployment of the Customer Services Team by managing and providing guidance, coaching, and support.
• To provide effective line management, and supervision of the team this will include managing sickness and conducting personal development reviews.
• To undertake regular meetings with the Customer Service team to ensure that tasks are progressing and service standards are maintained.
• To lead in identifying and implementing team training requirements, and to ensure any training systems are complied with and are effective.
• Participate in the recruitment, selection and employment of new staff to the Customer Service team.
• To champion excellent customer service to provide the best customer experience and drive a professional service.
• To be the first point of contact for students and staff, and externally from potential students and external bodies dealing with all enquiries in a professional manner to ensure maximum customer satisfaction.
• To operate an efficient, proactive and professional admissions service, providing full and current information, advice and guidance regarding the college’s offer in a clear and helpful manner from enquiry, through application, with a strong focus on conversion of enquiries to enrolment, using every opportunity available to maximise income.
• To act as the main contact for students applying to HE at Craven College, including the processing of all associated administration through the UCAS system.
• To arrange interviews as required by entry requirements for both FE and HE courses.
• To assess applications including FE, HE (including UCAS), Apprenticeships and part-time courses making decisions on the suitability of applicants to study, ensuring a fair, consistent, open and professional service that evidences good practice.
• To lead the process of applications from internal students to UCAS including checking forms, adding data, chasing and adding references and providing reports to line manager.
• To provide financial information and impartial advice on matters relating to financial support including Bursaries, Travel, Advanced Learner Loans and HE financial support.
• To maintain an efficient administrative system through inputting, validating and maintaining student details on the College management information system including the processing of pre-enrolment DBS checks.
• To keep up to date with future changes in curriculum and college events and promotions and attend Taster Days, Careers Events, Open Evenings / Days and other promotions as required.
• To work with the Customer Services and Admissions manager on management tasks and projects and provide administrative and support services as required.
• To assist the examinations Department with invigilating in examinations where required.
• To function as an effective team member within the Customer Services Department and to provide input into the development of the customer service process and suggestions for continuous improvements of service.
• To participate in the College appraisal scheme and staff development activities as required and undertake further professional development in line with the needs of the…