Confirmation and Clearing Hotline – Phone Operator



University of Warwick


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Please see hours within the additional information section.






The Warwick Admissions Service is recruiting a small team to work on the busy University Clearing Hotline. This is a demanding but interesting and engaging role which is central to the success of the University’s admissions process in August.You will be required to respond to incoming phone calls from existing and prospective applicants, their parents and some teachers. You will field calls and take action accordingly, which will frequently involve inputting accurate data to databases, and making offers as appropriate.  Full training will be provided.

Duties and responsibilities

The work will have multi purposes:
  • Responding to telephone calls from existing undergraduate applicants regarding the University’s decision on their offers, following the release of A-level and other results.
  • Fielding calls from new ‘Clearing’ and ‘Adjustment’ applicants, considering their results, and making offers to study at Warwick as appropriate. 
  • Responding to frequently asked questions from applicants as they prepare to enrol on their studies at Warwick. Training and scripts will be provided to support with this. 

Skills and experience

Phone Operators follow specific scripts to guide conversations and will receive full training on how to respond to the most frequently asked questions. 

Essential Skills:

  • A clear, polite and pleasant telephone manner.
  • Ability to remain calm under pressure.
  • High level of accuracy and attention to detail.
  • Good communication skills, both oral and written.
  • Excellent IT skills, including Microsoft Teams and MS Office, Internet navigation and databases.

Desirable Skills:

  • Experience of customer service or cold-calling.
  • Previous experience of working on a Clearing Hotline.
  • Previous experience of working in an administrative role

It is essential that you are able to take part, and fully commit, to all elements of the training. 

University of Warwick Campus – The Library

Additional information
Applications for the role close at midnight on the 20/07/24.


The following training and delivery days/times take place on campus and are compulsory, and you must be available for the full duration:

  • Training Session ONE: Tuesday 13 August 2024, 9.30am to 1.30pm, delivered on campus.
  • Training session TWO: Wednesday 14 August 2024, 9.30am to 1.30pm, delivered on campus.
  • Clearing Hotline Work: Thursday 15 August 2024, 7:30am to 6.15pm.

Optional Dates: Friday 16 August to Thursday 22 August, weekdays only, 8.45am to 5.15pm (finishing at 4:15pm on Fridays) You must specify on your covering letter if you are available to work these. Allocation for the optional hours will be determined in advance.


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