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Customer Support Advisor

The Open University
Buckinghamshire, Milton Keynes
Up to £10.46 per hour
Closing date
11 Jun 2021
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Job Details

The Open University is looking to recruit full time Student Recruitment and Support Advisors, within their Student Recruitment contact centre.

These roles will commence on Monday 5th July and run until to 3rd October 2021. Full commitment to the length of the contract is required. This role is full time working 37 hours a week, paying £10.46ph.

This role will be home based but there may be an opportunity to work in the office if you are local to our main campus or regional offices. The current opening hours are 8:00 - 18:00 Monday to Friday. There are no late or Saturday shifts at present, however this could change. If the requirement is to introduce a shift pattern, taking into account 8pm finishes and Saturday working, you will be expected to work shifts similar to the example below:

Initially (and for the foreseeable future) it will be Monday to Friday working between 8am-6pm (usually asking for at least one 6pm finish per week). However, if the role was to be extended the hours may revert to original shift pattern - which is 8am-8pm Mon-Fri with one late shift to 8pm per week, plus a 9-5pm Saturday - approx 1 in 4 Saturdays.

Shift times are generally 8:00 - 4.30, 9:00-5:30, 9:30-6:00 and 12-8:00.

The role involves providing proactive support and information to enquirers and students on all aspects of registration and to subsequently reserve and register students, whilst adhering to service policy and practice. We also support students studying with us, by providing information and triaging queries to other departments within the university, where appropriate. The role will initially be admin based, predominantly handling email correspondence, and you will make use of computerised database systems to maintain student, company and enquirer details.

This role involves an initial 3 weeks full time training until Friday 23rd July 2021. Once training is completed there will be a 4-week period in which you will be supported to consolidate your learning.

The 3-week induction training for this role will be conducted online from home. You will be fully supported by a Trainer while you attend this programme, along with up to 12 other people, who will form your virtual training group. You'll be able to see and communicate with your group throughout training, so you'll need to be either already comfortable with, or at least open to interacting with others via a webcam. Throughout training normal office hours will apply and no annual leave is allowed during this period. Your equipment (laptop, mouse, keyboard, USB hub, headset & screen) will be provided and sent to your home address.

In order to be able to undertake the role fully from home, you will require broadband internet speeds of at least 10Mbit/s download and 2Mbit/s upload. This is an essential requirement to be put forward for an interview. You can test your speeds at the following site:

There is minimal annual leave available for the first 3 weeks after training, due to the high levels of support provided to enable new starters to embed their knowledge.

Finally, in relation to annual leave, there is no leave permitted during our busiest weeks of the year for final enrolment and registration day which is from Monday 30th August up to Friday 17th September.

We are working to a specific recruitment process for this role and this is as follows: - Data entry assessment Telephone interview by Manpower Consultant Interview with two Open University Team Managers via Microsoft TEAMS, Skype or Zoom

If you are interested in the role or require any more information, please email or or call 01908 246715, we look forward to hearing from you.


TAPFIN, part of ManpowerGroup, are now working with The Open University as their strategic partner for all temporary and contingent requirements across their various locations.

How would you like to help someone change their life?

The Open University is the UK’s largest university, a world leader in flexible part-time education combining a mission to widen access to higher education with research excellence, transforming lives through education. Our research underpins the teaching we deliver to some 200,000 students as the UK’s largest university. Nearly three quarters (72%) of Open University research was assessed as world-leading or internationally excellent in the UK Research Excellence Framework 2014.
Uniquely we operate within the four nations of the UK, with nation offices in Belfast, Cardiff and Edinburgh as well as regional offices in England and our head office in Milton Keynes.
All of our roles play a key part in our students' journey.  The Open University helps anyone in the UK better themselves, whatever their age, background or circumstances. Dip into our series of Open Diaries and discover what it’s like for our students to take that life-changing step that you could be a part of. 

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