Enquiry Management Service (EMS) Senior Officer

Right to work: Please note that it will not be possible for the University to issue a Certificate of Sponsorship to the successful candidate for this position. Therefore, the appointable candidate will need to be eligible to work in the UK or have leave to remain in the UK and associated right to work for the duration of their employment with the University, in accordance with the Immigration, Asylum and Nationality Act 2006.

Full-Time, Fixed-Term (until 31 March 2028).

Applications are invited for the post of Enquiry Management Services (EMS) Senior Officer in the Student Administration Directorate. 

Student Administration is responsible for delivering core administrative functions related to the student journey from Enrolment to Completion. The Directorate is part of the wider Student Journey Division which is focused on delivering an excellent student and staff experience by developing and delivering effective and efficient services and support. 

The post holder will work as part of the Student Services Centre management team to deliver a high standard of customer service in the management of student enquiries. They will provide support, guidance and training to users of the Enquiry Management System, provide service management reports to Service Owners, as well as supporting the continuous development of the service through process improvement and technology deployment. 

Candidates should demonstrate a commitment to delivering excellent customer service, with proven IT, organisational and interpersonal skills. In addition, they must be able to work under pressure with excellent attention to detail and have experience of delivering training and user support ideally for IT systems.

The role-holder will work closely with other colleagues across Professional Services, to ensure that a well-co-ordinated service is provided to students and staff. 

In return we offer a highly competitive rewards and benefits package including:

• Generous annual leave entitlement 
• Training and Development opportunities
• Pension Scheme with generous employer contribution 
• Various schemes including Cycle to Work, Season Ticket Loans and help with the cost of Eyesight testing. 
• Free parking 

The post is based in Egham, Surrey where the University is situated in a beautiful, leafy campus near to Windsor Great Park and within commuting distance from London. 

For an informal discussion about the post, please contact Bryony Jones on  Bryony.Jones@rhul.ac.uk

For queries on the application process the Human Resources Department can be contacted by email at: recruitment@rhul.ac.uk 

Please quote the reference: 0926-328

Closing Date: 23:59, 18 October 2026  

Interview Date: 4 November 2026

Royal Holloway is committed to equality, diversity and inclusion (EDI), and encourages applications from all people regardless of age, disability, gender, marital status, parental status, race, religion or belief, sexual orientation, or trans status or history. More information on our structures and initiatives around EDI, including information on staff diversity networks, can be found on our Equality and Diversity Intranet page.