Admissions spotlight – BMet
In this blog, we spoke with Lisa Burns (Head of Student Services) and Amy Jones (Contact Centre Team Leader) at BMet about their experiences supporting learners, improving admissions processes through innovation, and partnering with Mindful Education to deliver a positive learner journey for our joint Online and On Campus courses.
What do you consider to be the top highlights of your role in admissions?
For Lisa, one of the most rewarding aspects of working in admissions is the opportunity to make a real difference at an important moment in a learner’s life.
“The top highlights of my role are helping people realise their futures, building positive first impressions of the college, and supporting learners through a key transition”
Amy shares a similar perspective as she leads BMet’s Contact Centre team, allowing her to connect with learners and new opportunities to guide them.
“Providing learners with the information and advice they need to choose their next educational step is incredibly rewarding,” Amy says. “Every day is different, and we get to support a wide range of people through their admissions journey so they can enrol and progress.”
What’s the most impactful admissions activity or project you’ve worked on recently?
One of the most impactful recent projects for both teams has been BMet’s implementation of a modern, AI-enabled Contact Centre system, which has transformed the way the teams manage enquiries and engage with learners.
Lisa shares that “the upgrade has allowed us to handle higher enquiry volumes with greater accuracy, prioritise cases more effectively, and offer faster, more personalised support.”
Amy highlights the additional benefits the technology has brought to the contact centre environment: “learners can now access information through AI, while the system also tracks caller sentiment, provides stronger reporting and analytics, and enhances both efficiency and user experience.”
Together, these improvements have strengthened BMet’s ability to respond proactively to learner needs while refining the admissions experience.
How has working with the Mindful Education team supported your admissions processes for Online and On Campus courses?
Lisa and Amy both share that working with Mindful Education has helped BMet strengthen its approach to supporting learners interested in flexible study options.
For Lisa, the partnership has contributed to improved efficiency in handling enquiries and applications, helping teams respond more effectively to prospective learners.
Amy agrees, noting that the partnership has enabled BMet to expand its offer and provide learners with greater choice. “Working with Mindful Education has enabled us to offer learners a new and flexible way to study,” she says.
How would you describe the usefulness of the Mindful Education Partner Hub – specifically the Admissions unit – in accessing the resources you need to support applicants?
A key benefit of the Mindful Education Partner Hub, particularly the Admissions unit, is that it provides teams with access to training, guidance, and practical resources.
Lisa says: “The Partner Hub offers easy access to training and guidance, along with a multitude of resources to support conversations with prospective learners.”
Amy emphasises the importance of having current information readily available. “The Partner Hub enables us to regularly update our training and information, ensuring we’re always providing learners with the most up-to-date guidance. It’s excellent, easy to access, and available whenever we need it.”
Has this support helped you save time or improve efficiency when handling enquiries and guiding learners through the admissions process?
Lisa and Amy highlighted the value of Mindful Education’s product awareness workshop and supporting materials for both of their teams.
For Lisa, the standout features are the engaging training videos and the guidance materials: “Together, they help the admissions team provide clearer, faster, and more confident guidance to prospective learners.”
Amy also points to the impact of the training videos and materials in supporting staff knowledge and consistency.
“They enable staff to provide accurate information, answer questions confidently, and efficiently support enquiries around the Online and On Campus courses.”
Lisa adds that “the combined effect of the training, resources, and on-demand access has definitely saved time, improved workflow efficiency, and enhanced the quality and consistency of support applicants receive.”
What would you say to others about your experience working in partnership with Mindful Education?
Lisa and Amy share that working with Mindful Education is a collaborative experience, where there is open communication, responsiveness and real support. The resources provided make a big difference to them and their teams. They say “it’s like having an extension of the admissions team.”
Tasmiyah works closely with our partner marketing teams to help them promote Online and On Campus courses and apprenticeships.
