Enrolment Support Agents

Position Details

Title: Enrolment Support Agent (Temp 4 months)
Location: High Wycombe Hours: 37 per week Contract: Fixed Term, 4 months from week commencing 03 August 2026 Salary: £13.45 per hour

Provide first‑line, customer‑focused support to students during online enrolment, including guidance on completion of enrolment form, user management, and password management. Proactively contact students who have not enrolled, and ensure all processes comply with university policies, legislation, and ITIL-based procedures.

• Provide proactive, customer‑focused first line support to students and staff during the online enrolment process.
• Act as the first escalation point for the team and customers, taking ownership of resolution of specific enquiries and invoking third‑party support when required.
• Update all relevant Service Desk systems in support of Incident Management and Request Fulfilment, ensuring accuracy and adherence to policies and ITIL standards.
• Log, respond to, and resolve all contact to the Service Desk within SLA time frames.
• Proactively contact and guide students through the online enrolment process as directed by the Senior Registry Officer.
• Create and update documentation such as FAQs and user manuals to capture and share knowledge.
• Ensure all information is managed securely in accordance with university policies and legislation (Data Protection Act 2018, GDPR, etc.).
• Comply with relevant legislative and other requirements (Health and Safety, UKVI, Equality and Diversity).
• Perform other duties as reasonably required.

Good general education.

• Experience delivering services in a demanding customer‑service environment.
• Experience of problem solving.
• Experience of teamwork.
• Good operational knowledge of Incident Management and Request Fulfilment.
• Higher Education experience.

• Excellent interpersonal, verbal and written communication skills.
• Digital proficiency with Microsoft tools.
• Good organisational skills.
• Ability to work independently and meet deadlines.

Working in a rotating shift covering the Service Desk working hours.

• Delivering Excellent Service.
• Working together.
• Finding solutions.

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

BNU is proud to have a diverse community and is committed to diversity, equity and inclusion. We encourage applications from individuals from underrepresented backgrounds, people with disabilities, and LGBTQI+ people, especially in senior roles. Adjustments and support during the recruitment process are available upon request. BNU is a Disability Confident employer.

Closing Date: 28th June 2026 Interview Date: 13th and 14th July 2026

All applications must be made in full and online. Please contact Aditi Dey () for further information.