Student and Campus Enquiries Leader
| Posting date: | 31 March 2026 |
|---|---|
| Salary: | £37,357 to £42,653 per year |
| Hours: | Full time |
| Closing date: | 13 April 2026 |
| Location: | Hendon, North West London |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | MU Services Ltd |
| Job type: | Permanent |
| Job reference: | ESE12-R3 |
Summary
As a Student and Campus Enquiries Leader, you will oversee a team of Student and Campus
Enquiries Coordinators, ensuring the delivery of excellent customer service, enquiry resolution
and support to students across face-to-face and virtual channels.
You will lead by example, providing motivation, guidance and support to your team, and
ensuring that all student enquiries and requests are managed efficiently and effectively.
You will lead ways of operating that allow the service to manage high volume of enquiries and
requests with a range of complexity and be responsible for the day to day operations of the
team including allocating work, ensuring appropriate coverage across all student facing
channels, and acting as a point of escalation for more complex enquiries.
You will use data to identify patterns in enquiry volume and type and work with colleagues
across the university to improve enquiry resolution and self-serve capabilities.
You will work in a collaborative, student-centred way to unpick and resolve complex and multi
issue challenges, ensuring students are informed and empowered to make the right decisions
for them.
Principal Duties:
1. Team Leadership & Operational Oversight
• Supervise and support a team of Student and Campus Enquiries Coordinators.
• Ensure all team members have an appropriate daily workload and division of duties
and ensure student enquiries are triaged, resolved, or escalated effectively.
• Foster a collaborative and student-centred team environment.
• Coordinate team schedules and ensure adequate coverage during peak times.
• Coordinate annual leave requests, sickness absence, and any other staff needs to
maintain business continuity and smooth service delivery.
2. Case Management & Escalations
• Act as the primary escalation point for more complex student enquiries, coordinating
with internal stakeholders to ensure timely resolution and clear communication with
students.
3. Data-Driven Service Improvement
• Monitor and analyse enquiry trends, student feedback, and system data to identify
areas for service improvement. Work with the Student Information Manager and senior
colleagues to recommend and implement data-driven process enhancements and
technology solutions.
• Ensure all student interactions, documentation, and administrative processes comply
with university policies and regulations. Regularly assess processes for opportunities
to streamline, automate, and improve overall service efficiency.
4. Training, Development & Knowledge Management
• Provide ongoing training and development opportunities for the team, ensuring all
student navigators are up-to-date with university policies, systems, and procedures.
Facilitate team meetings, knowledge-sharing, and continuous improvement initiatives.
5. Collaboration & Service Development
• Collaborate with colleagues to strengthen referral pathways and enhance the student
experience. Contribute to strategic initiatives aimed at improving student support
services.
• Promote the service and contribute to the development of strategies that enhance the
student experience.
• Propose improvements or amendments to regulations, policies, and processes based
on the experiences of and interactions with the students.
• To contribute to pan-university events including welcome, induction and graduation.
• To undertake any other activity as appropriate and as requested by the Education and
Student Experience leadership.
Enquiries Coordinators, ensuring the delivery of excellent customer service, enquiry resolution
and support to students across face-to-face and virtual channels.
You will lead by example, providing motivation, guidance and support to your team, and
ensuring that all student enquiries and requests are managed efficiently and effectively.
You will lead ways of operating that allow the service to manage high volume of enquiries and
requests with a range of complexity and be responsible for the day to day operations of the
team including allocating work, ensuring appropriate coverage across all student facing
channels, and acting as a point of escalation for more complex enquiries.
You will use data to identify patterns in enquiry volume and type and work with colleagues
across the university to improve enquiry resolution and self-serve capabilities.
You will work in a collaborative, student-centred way to unpick and resolve complex and multi
issue challenges, ensuring students are informed and empowered to make the right decisions
for them.
Principal Duties:
1. Team Leadership & Operational Oversight
• Supervise and support a team of Student and Campus Enquiries Coordinators.
• Ensure all team members have an appropriate daily workload and division of duties
and ensure student enquiries are triaged, resolved, or escalated effectively.
• Foster a collaborative and student-centred team environment.
• Coordinate team schedules and ensure adequate coverage during peak times.
• Coordinate annual leave requests, sickness absence, and any other staff needs to
maintain business continuity and smooth service delivery.
2. Case Management & Escalations
• Act as the primary escalation point for more complex student enquiries, coordinating
with internal stakeholders to ensure timely resolution and clear communication with
students.
3. Data-Driven Service Improvement
• Monitor and analyse enquiry trends, student feedback, and system data to identify
areas for service improvement. Work with the Student Information Manager and senior
colleagues to recommend and implement data-driven process enhancements and
technology solutions.
• Ensure all student interactions, documentation, and administrative processes comply
with university policies and regulations. Regularly assess processes for opportunities
to streamline, automate, and improve overall service efficiency.
4. Training, Development & Knowledge Management
• Provide ongoing training and development opportunities for the team, ensuring all
student navigators are up-to-date with university policies, systems, and procedures.
Facilitate team meetings, knowledge-sharing, and continuous improvement initiatives.
5. Collaboration & Service Development
• Collaborate with colleagues to strengthen referral pathways and enhance the student
experience. Contribute to strategic initiatives aimed at improving student support
services.
• Promote the service and contribute to the development of strategies that enhance the
student experience.
• Propose improvements or amendments to regulations, policies, and processes based
on the experiences of and interactions with the students.
• To contribute to pan-university events including welcome, induction and graduation.
• To undertake any other activity as appropriate and as requested by the Education and
Student Experience leadership.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.