Head of Student Services

6 months ago

Hove, United Kingdom The Learning People Full time

Are you passionate about helping individuals achieve their career goals? Do you thrive in a fast-paced and dynamic environment? If so, The Learning People is seeking a talented **Head of Student Services** to join our team in Hove. As a leading provider of professional online learning, we are dedicated to empowering individuals to enhance their skills and accelerate their careers.

**The Learning People**

The Learning People is a trusted and innovative online learning provider that offers a wide range of accredited courses and professional certifications. We pride ourselves on delivering high-quality learning experiences that cater to the evolving needs of individuals in various industries. Our mission is to provide accessible and flexible education to empower professionals to succeed in their careers.

**Why should you apply?**
- You will have the opportunity to make a positive impact on individuals' lives.
- Collaborative and supportive work environment.
- Ongoing training and professional development opportunities.
- Growing business with lots of opportunities to progress your career.
- Market leader in our field
- Health Cash Plan - claim money back towards essential healthcare, including a virtual GP service.
- Access to our benefits platform which includes discounts on retail, days out, gym, breaks, and much more.
- Student discount card for our employees with some huge savings locally and nationally
- Competitive annual leave entitlements with an additional day off for your Birthday
- Healthy work-life balance
- Massages at work to help you unwind.

**Brief description of Student Services.**

Student Services consist of StudentCare and Career Services.

The overall aim is to provide the best possible student experience, support the greatest number of students to complete their studies in a timely fashion, sit exams, and gain the accreditations that will fuel their future careers

StudentCare team manage the onboarding and support of students during their studies. This encompasses day-to-day outreach to drive learning engagement, timely response to incoming enquiries; helping students navigate to the most appropriate learning resources, and preparation for exams.

**Job Purpose**:
**The main purpose of the Head of Student Services is to play a pivotal role in ensuring the success of our students in both ensuring a positive experience and maximising their career prospects. **This will focus on effective support in relation to student administration (including enrolments, onboarding, and general enquiries, and then further enhance the student experience by supporting effective progress of our students through their studies (including study plans, check-ins, steering to tutorials and exams, or other practical education activities available).

**The overall aim is to provide the best possible student experience, support the greatest number of students to complete their studies in a timely fashion, sit exams, and gain the accreditations that will fuel their future careers.**

**Main Duties**
- Take overall responsibility for Student Services in the delivery of their day-to-day tasks.
- Plan, organise and allocate tasks to ensure all team and individual objectives, KPIs, SLAs, and wider business objectives have been met
- Lead the team to foster our positive, supporting, and collaborative culture
- Empower the team to achieve their targets and grow professionally through encouragement, constructive feedback and addressing any development needs through training or coaching
- Identify and address any performance-related issues, set expectations or objectives
- Provide regular reports on the team and individual performance
- Maximise Trustpilot/Facebook and other customer review portals
- Being the main point of escalation for any student queries, complaints or concerns
- Analyse existing operations, identify any growth opportunities and propose and implement any improvements with a focus on ongoing continuous improvement
- Acts as information expert for customer services/student after-care
- Management of the company CRM and ticketing system
- Workforce planning to ensure correct staffing levels of the Student Services teams and assist with any recruitment and onboarding activities

**Skills and Experience**
- Degree or qualification in management - desirable, but not essential
- Excellent customer service or account management skills
- Ability to plan, delegate, or allocate tasks to maximise team strengths
- Ability to build, train, and lead a high-performing team
- Ability to resolve interpersonal conflict
- Experience using Zoho CRM - desirable, but not essential
- Excellent ability to resolve customer complaints
- Ability to implement change to process within a team
- Experience recruiting staff members
- Proven ability to meet deadlines or achieve set targets
- Proven ability to think strategically and set a long-term vision for the department

**Person Specification**
- Positive can-do attitude
- Can

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