Level of service

Service level statement 2019-20, Recruitment and Admissions Office.

1. Objectives

  1. To ensure that all enquiries, applications and admissions at undergraduate, postgraduate and part-time level are dealt with in a friendly, effective and efficient manner.
  2. To provide an effective 'one-stop shop' for information and guidance on University programmes.
  3. To provide an effective Student Recruitment Service to the region.
  4. To assist in the development of, and to implement, the University's recruitment policy at both regional and national level.
  5. To provide information to, and receive information from, the Universities & Colleges Admissions Service.
  6. To provide a professional enrolment management services to schools, colleges, parents, students and the community at large which will enhance the reputation of the University.
  7. To promote the recruitment and selection of well qualified applicants and support high retention rates.
  8. To provide statistical management information on the admissions process and to ensure that all those requiring this data are provided with it in a timely and user-friendly manner.

2. Key Elements of Service/Guide to Service

Information and Admissions Office


  1. Provide information on learning opportunities provided by the University to enable potential students to make decisions on applying for appropriate programmes.
  2. Publicise flexible programmes and support the recruitment of targeted cohorts through its service.
  3. Provide a co-ordination point for referral to specialist advisers on programmes.
  4. Provide information on learner support, eg disabled access, key skills, funding, etc and referral to specialist services.
  5. Provide information on University of Kent outreach initiatives to outside agencies and University of Kent personnel.
  6. To provide information to management that would assist in further developing and improving the overall enrolment management service to students.


  1. Responding to individual enquiries (letters, faxes, emails, social media, visitors). Processing of all applications: data inputting, decision processing in accordance with protocols supplied annually by Schools.
  2. Provide admissions advice and support for UG and PG Admissions Officers and Directors of Research.
  3. Conduct initial assessments of applicants’ tuition fee status.
  4. Conducting appropriate DBS checks and checking of relevant criminal convictions.
  5. Distribution of admissions packs with relevant student information to accepted students.
  6. Provide statistical data and commentary on applications to programmes.
  7. Utilising the SITS admissions system to manage the online application process.
  8. Updating and providing information for UCAS publications, Kent prospectus and other approved publications.

Recruitment and Marketing Office

Key activities include:

  1. Coordinating recruitment activity in schools and colleges primarily with Year 11/12/13 across the region
  2. Working with the Partnership Development Office and the Information and Admissions Office to further the university’s outreach objectives in support of the Access agreement and OFFA requirements. Providing additional focus on European schools and postgraduate recruitment activities
  3. Co-ordination and management of University Open Days and applicant days for applicants across Canterbury and Medway campuses, and supporting our eurpean campus events as appropriate.
  4. Attending UK HE fairs and participating in the regional Kent HE fair with UCAS
  5. Liaison with departments regarding inward school visits and school conferences
  6. Management of the Clearing process during the summer months.
  7. To raise awareness of the University of Kent and its postgraduate programmes amongst prospective applicants
  8. To assist the University in attracting applications from suitably qualified applicants throughout the UK and EU
  9. To assist academic schools in the development and implementation of their postgraduate recruitment and marketing strategies
  10. Offer advice on how to plan your campaigns, guidance on how to make the most of social media and recommendations on how to put together effective marketing materials
  11. Assist in booking media space to ensure you benefit from the University buying power and receive the best value for money
  12. Highlight the benefits of using social media, suggests points to consider when starting your own school or departmental profile and provides a range of best practice tips.

3. Service Level Guidelines

  1. Internal Office procedure notes will be updated each year and changes communicated to the appropriate staff
  2. The Office will meet all UCAS deadlines and other reasonable internal/external deadlines
  3. To process and make decisions on UG and PG applications within an average of 30 calendar days from receipt of the application by the Recruitment and Admissions Office (RAO) (assuming a decision can be made in accordance with the protocol supplied by the relevant School)
  4. Where a decision cannot be made in accordance with a protocol supplied by the School, RAO will refer UG and PG applications to School Admissions officers via SITS within 5 working days from receipt of application
  5. To issue UG and PG offers to candidates within 5 working days from receipt of decision from the School
  6. Any single procedure of the application process, as listed above, should not exceed 30 working days without a valid reason. (e.g. incomplete application / interview required)
  7. Staff will utilise the SITS system to monitor the number of enquiries
  8. To reply within 5 working days of receipt to all internal/external enquiries to the Office (with priority given to email and telephone responses)
  9. The Office will work closely with the Planning Office to provide appropriate reports on the admissions process which can be accessed from the SITS staff portal
  10. The Office will seek to send registration information to all unconditionally accepted students from mid-July for PG and UG students, and within 3 working days of acceptance for UG students following publication of the A-Level results in August
  11. The Office will ensure that appropriate and accurate information is sent to applicants and School Offices/Admissions Officers prior to UCAS Interview/Applicant day
  12. The Recruitment office will comply with HELOA code of practice when attending UK events
  13. To service committees in accordance with the Academic Division service standards

4. School/Departmental requirements to support guidelines

  1. All Schools to update/produce undergraduate and postgraduate Admissions protocols annually by the end of August.
  2. Where applications are referred to School admissions officers, forms should be returned within 5 working days for taught programmes (both UG and PG) and 10 working days for research programmes with a clear decision and all necessary information for admissions purposes.
  3. Academic staff to assist at HE Fairs and other related recruitment activities.
  4. All departments should notify the Recruitment Unit of the names of designated academic staff for UCAS Visit/Applicant visit days.
  5. Nominate a sufficient number of University of Kent students to conduct campus tours on applicant/Interview Days.
  6. Co-operation from Estates and Buildings, Hospitality and other professional service staff on Open/Visit/Interview Days to ensure that the university is shown in its best light.
  7. Programming support from PBIO in order to respond to the demand for statistical information.
  8. Delivery of registration materials from all relevant offices by the necessary deadlines.
  9. Availability and support from School Admissions Officers/Directors of Admissions.

5. Key Performance Measures

  1. Achieving required student registration targets.
  2. Improving the number of applicants attending visits (and interviews where desirable) at University of Kent.
  3. Attendance at designated HE Fairs, school talks.
  4. Monitoring data is collected in respect of: volume (KES enquiries, applications, offers acceptances and registrations); application turnaround time from receipt of application to final decision; time to produce minutes; and standard of service (decliners survey).
  5. The Head of RAO will attend Faculty Recruitment and Outreach Committees termly to discuss admissions policy, practice, and procedural issues and to receive feedback on performance where appropriate. Faculty Recruitment Committees will report to the University Student Recruitment Board which reports directly to Senate.
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