Student Success Information Advisor Team Leader

6 days ago


Harlow, United Kingdom Pearson Full time

Hybrid and flexible work options with a mix of remote working and work based out of any three of our offices: Manchester, London, or Harlow.

**Why Pearson**

Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose. We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.

**Why we need you**

We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world. Our strength comes from our outstanding people; our strong relationships in the education world; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose.

**Why Pearson Online Learning Services**

This is an outstanding opportunity to be part of an innovative new online learning service that Pearson has launched in the UK. Working in partnership with leading UK universities across the country, the POLs UK team provides online learning services including marketing, student recruitment, course content development, training and ongoing student support. As a start up hungry unit every member of our team responds positively to breaking new ground, and are willing to challenge current practice and to be challenged themselves.

**Why Student Success**

The team brief is to deliver best in class student support with the aim of achieving the highest levels of student satisfaction and enrolments from one module to the next. Our Student Success Progression Advisors have the highly rewarding experience of becoming an extension of the university partnership they work with and being an expert in supporting students on the programmes they work with. The team is attractive to those people who want to work in a higher education environment, speak daily with students from around the globe, many with very interesting life stories and diverse backgrounds. Working closely with the team of Student Success Information Advisors, the Student Success Progression Advisors provide high-quality support to students from initial enrolment and throughout their study journey, as they progress towards successful completion of their chosen programme.

**About the Job**

The Student Success Information Team Leader manages the activities of a small team of Student Success Information Advisors to achieve student enrolment and satisfaction targets. They must inspire the trust and respect of the team, and in turn stimulate high productivity in both the achievement of our inbound service level agreement and our delivery of high-quality support and information.

Responsible for supervising, managing and motivating team members on a daily basis, they will be the contact point for all team members with excellent communication skills, and able to act proactively to ensure smooth team operations and effective collaboration.

Key Responsibilities
- Achieve high levels of student satisfaction and an on target, positive Net Promoter Score from your team members’ students across a portfolio of programmes
- Consistently achieve team annual and teaching period enrolment targets while maintaining a commitment to the ideal student experience
- Create an inspiring and high-performance team environment, motivating team members to deliver on KPIs and providing appropriate levels of recognition and rewards for accomplishments
- Clearly communicate KPIs, team and individual goals to drive prompt response rates and high levels of communication
- Ensure extensive knowledge is embedded in all team members to effectively cover a portfolio of programmes in addition to university policies, regulations and support services, to meet individual students’ requirements
- Manage KPIs, monitor team performance, accurately forecast, and report on key metrics to stakeholders
- Manage student escalations promptly and effectively to ensure high retention rates
- Develop an open communication culture, listening to team members’ feedback and resolve any issues or conflicts
- Ensure a positive working culture and team collaboration, leading on team building activities to maintain and develop working relationships
- Successfully hire, induct and onboard new team members
- Foster a culture of professional development for all existing team members, identifying training needs and providing coaching
- Ensure detailed and accurate student records on our customised Salesforce CRM system are maintained
- Be a supremely positive advocate for change
- Establish and maintain



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