Details
1115493
Heriot-Watt University
24/08/2026
3 Months
Up to 15 hours per week. Flexible around timetables.
Smart Casual
Pay
£13.45
£1.62
Description
Role
The successful candidate will support the Prospect Engagement team within the Prospect Experience and Conversion function, part of Marketing, Recruitment, Admissions and Communications (MRAC). The role will involve acting as a first point of contact for prospective students, parents, teachers and advisers, providing an excellent customer experience across a range of communication channels. The post holder may also provide support with CRM data management, email communications, scholarship-related processes and other prospect engagement activities as required.
This role provides an excellent opportunity to develop customer service, communication, administration and CRM skills while contributing to the recruitment and support of future Heriot-Watt students.
Hours: We are seeking candidates who can commit to at least 8 hours per week. Working patterns are flexible and will be agreed around team needs and candidate availability. Most work takes place Monday to Friday between 10.00am and 1.00pm, with Wednesday attendance at our Edinburgh Business School office preferred. The role is initially offered for 3 months, with the possibility of extension through to Spring 2027.
Closing Date: Applications will close on Mon 27/7/26 at 23:59pm.
Duties and responsibilities
- Respond to prospective student enquiries via telephone, email and live chat in line with agreed service standards.
- Deliver a high standard of customer service, ensuring enquiries are handled professionally, accurately and efficiently.
- Record, categorise and triage enquiries using relevant CRM and enquiry management systems.
- Use strong communication, problem-solving and information-finding skills to provide accurate guidance and manage expectations appropriately.
- Represent Heriot-Watt University in a friendly, positive and professional manner at all times.
- Escalate complex enquiries or issues to the appropriate colleagues in a timely manner.
- Assist with administrative tasks and processes relating to prospect engagement, CRM data management, email communications and scholarships.
- Support the wider Prospect Engagement team with ad hoc projects and activities as required.
Skills and experience
Essential
- Excellent written and verbal communication skills.
- Strong customer service skills and the ability to interact confidently and professionally with a wide range of people.
- Good organisational skills and attention to detail.
- Ability to manage multiple tasks and prioritise workload effectively.
- Confident using Microsoft Office applications, particularly Outlook, Word and Excel.
- Ability to learn and use new systems and processes quickly.
- Problem-solving skills and the ability to identify appropriate solution
- Ability to work both independently and as part of a team.
- A commitment to providing an excellent customer experience.
Desirable
- Previous experience in a customer service, hospitality, retail, student ambassador or administrative role.
- Experience of responding to enquiries by email, telephone or online chat.
- Experience of using CRM or database systems.
- Knowledge of Heriot-Watt University, its programmes and student experience.
- Experience working with confidential information and maintaining data accuracy.
Location
Edinburgh Campus (Hybrid)
Additional information
This role is for current Heriot-Watt Students only. Please submit a relevant CV as well as a cover letter which clearly states your suitability and availability for this role. Be aware, this advert may close early if sufficient applications are received prior to the closing date of 27/7/26.
For advice on CVs, cover letters and job applications, Heriot-Watt students can visit the Careers Service.
If you have any questions about the role or the application process, please email unitemps@hw.ac.uk.