Clearing Call Centre Operatives

: This supports the full early-stage Clearing journey, from answering initial enquiries to assessing applicant eligibility and completing applications. The postholder acts as a first point of contact for prospective applicants, gathers key information, provides accurate guidance, and where appropriate progresses the applicant through to offer stage. The requires excellent communication skills, strong attention to detail, confidence in applying entry criteria, and the ability to work calmly and accurately during high-volume periods. Some postholders may also support online enquiries through Cue and CRM.

Duties and responsibilities

• Answer incoming Clearing calls promptly and professionally.
• Collect essential applicant information, including course interest, name, date of birth, and qualifications.
• Provide accurate initial guidance and respond to straightforward enquiries about entry requirements, course information, and open days.
• Assess applicant qualifications against relevant tariff guidance and entry criteria.
• Complete application forms accurately while speaking with eligible applicants by phone.
• Communicate conditional offers clearly and professionally where applicants meet the requirements.
• Add applicant records and outcomes to the CRM system accurately and efficiently.
• Process Clearing applications received via the website in line with agreed procedures.
• Support applicants with document-upload instructions and next steps in the admissions process.
• Where required, respond to online enquiries via Cue and CRM and support offer-making through digital channels.
• Redirect callers with pre-Clearing application queries or more complex issues to the appropriate team.
• Maintain a calm, accurate and helpful approach during high-volume periods.

Skills and experience

• Strong written and verbal communication skills and excellent customer service skills.
• Ability to work confidently, accurately and efficiently in a fast-paced environment.
• Excellent attention to detail and a high level of accuracy when handling applicant information.
• Strong listening skills and the ability to understand, interpret and apply entry criteria and process guidance.
• Confidence using databases, systems and digital platforms.
• Ability to remain professional, empathetic and solutions-focused under pressure.
• Experience in admissions, recruitment, customer service, administration, application processing, or a telephone-based would be advantageous.
• Experience responding to online enquiries or working with prospective students would be beneficial.

Location
University College Birmingham