Enhancing First Contact Support for Enrolment Queries
Working in partnership with Student & Academic Services (SAS)—specifically the Registration & Enrolment Support Team (REST)—the project team is developing an enhanced approach to first contact responses for student queries during enrolment, using Ivanti.
The project team will work closely with Schools & Colleges to integrate this support into existing processes, helping to deliver meaningful benefits for both staff and students.
Background
REST is an established team within SAS, already in place to support students throughout the enrolment process. However, through the knowledge and insights gathered by the project team in recent months, an opportunity was identified to refresh and enhance the support provided during the upcoming enrolment cycle.
This is an exciting opportunity to improve the level of support available to students and streamline issue resolution.
Key Developments
There will be two core improvements:
- Updated Ivanti Form
A new enrolment enquiry form for academically registered students will significantly improve data capture—especially in relation to specific course-related issues. - Refreshed Training for the REST Team
REST staff will receive updated training to enable effective triage and resolution of basic queries at first contact.
Benefits
- A single point of contact for students to access enrolment support.
- Faster identification enrolment of issues.
- Quicker resolution of simple enrolment queries, with REST handling initial triage and fixes.
- Fewer unnecessary referrals to schools—ensuring schools only receive actionable enrolment queries.
What we need from you
We are asking Schools & Colleges to:
- Direct students to complete the new Ivanti form.
More guidance will be issued shortly, including a link to the new form. To discuss how your school can support this initiative, please contact the project team via the programme mailbox.