Applicant Advisor - ACM Guildford - ACM
01 Feb 2019

Applicant Advisor – ACM Guildford

Role: Course Advisor / Applicant Experience Officer / Course Specialist 

Purpose: Providing a personalised, customer service role for prospective students

Main Responsibilities 

Based at ACM Guildford and as part of the Applicant Experience team, the successful candidate will have a role in processing and responding to new enquiries from prospective students and their parents, ranking and following leads, answering general questions via the ACM helpdesk and acting as a source of knowledge to applicants on ACM provision across each campus location.

The post-holder must ensure an accurate and rapid response to all new enquiries via email, phone and chat function is maintained across all ACM campuses.  The role will focus on providing a concierge service to new prospects and applicants, including; booking prospective students onto open days, booking auditions and interviews, guiding applicants on the best course for their personal and career ambitions, following up enquiries or registrations of interest.

You will develop a detailed understanding of the courses and programmes that ACM deliver across our campuses London, Guildford and Birmingham and the differences between degree courses, further education courses, Industry Qualifications, and Part-time courses as well as the required level of skill and qualifications required from prospective students who are seeking to study at ACM.

You should have a strong passion and understanding of the music and live entertainment industry and be happy to share enthusiasm, knowledge and applicable experience with new students who are considering a career in music.

Contractual Hours: 40 hours per week, covering 9am – 6pm Monday to Friday. Some evening and weekend work will be required (for which Time Off in Lieu will be provided).

Essential Criteria: – 

  • Excellent communication skills and telephone manner with customers
  • Good time management and prioritising skills
  • Computer Literacy to include Word and Excel
  • Full UK Driving Licence (at least one years driving experience)
  • Excellent personal presentation
  • Team player
  • Ability to work under pressure

Desirable Criteria: –

  • Knowledge of ACM and the courses offered
  • Understanding of UK Further and Higher Education system
  • Knowledge of academic qualifications
  • Understanding of/or interest in music / music industry

Core Responsibilities

Email EnquiriesTo assist with the timely response of all admissions emails enquiries: –

  • Ensuring that all email enquiries are responded to within 24hours.
  • Ensure all ‘Apply Now’ requests are contacted by phone and email within 24 hours.
  • Ensure all open day booking requests are processed within 24 hours and confirmation sent.

Events: –

  • To raise the profile of ACM at on-site and external events, by attending recruitment events, including Open Days, Audition Days, Exhibitions, HE Fairs, and UCAS events
  • Help to run logistics for internal acquisition events: collaborating with the events team to book tutors, preparing facilities and appropriate course materials for distribution
  • To provide regular and appropriate information and communication at events to prospective students, their parents and teachers to ensure ACM is their first choice for education provision and enhance enrolment conversion rates

Phone calls and communication with prospective students: –

  • Maintain accurate information on the appropriate database to track the progress of all applicants through the various stages of the application process from enquiry to enrolment.
  • Maintain regular contact with all applicants through the various stages of the application process from enquiry to enrolment ensuring that they are provided with accurate and up-to-date information at each stage of the process.
  • Follow up on offers to help secure bookings.
  • Proactively call UCAS applicants to ensure they receive a personalised applicant experience

Open daysTo assist with bookings open day requests and follow up: –

  • Ensure that all Open Day bookings and attendances are recorded on the correct data system
  • Monitor availability and liaise with the Admissions Enquiries and Events Manager if additional sessions are required 
  • Ensure timely follow-up to all Open Day attendees and those who booked on an Open Day and did not attend
  • Ensuring attendance is updated by 9:30am on Monday mornings

Data Management: –

  • Assist with keeping accurate records for applicants.
  • Ensure the correct data base is used for all processes followed.

Additional Responsibilities when requested by the Admission Manager

  • Assisting on open/assessment days when required (some Saturday working)
  • Assisting with clearing during August
  • Assisting with oversea applications.
  • Have an understanding of International requirements and Tier 4 and assist with processing of applications when required.


This job purpose reflects the core activities of the post. As the Department and the post-holder develop, there will inevitably be some changes to the duties for which the post is responsible, and possibly to the emphasis of the post itself. ACM expects that the post-holder will recognise this and will adopt a flexible approach to work.  This could include undertaking relevant training where necessary.  Should significant changes to the job purpose become necessary, the post-holder will be consulted and the changes reflected in a revised job purpose.

To apply for this role please download the application form below and send to

Download Application Form


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