Student Success Coach

5 days ago

Birmingham, Birmingham, United Kingdom GBS Global Applied Knowledge Full time
Student Success Tutor Role

As a Student Success Tutor at GBS Global Applied Knowledge, you will play a pivotal role in maintaining high levels of student retention and satisfaction. Your problem-solving and pre-emptive action skills will be essential in this role.

You will be a nominated adviser for a defined group of students, serving as their first point of contact for any questions or concerns they may have. As a Student Success Tutor, you will be the primary interface between the student and GBS services, responsible for knowing and staying in touch with the students assigned to you to provide support and guidance across various areas and services offered by GBS.

Key Responsibilities:

  • Maintain a comprehensive and contemporary knowledge of all support services available at GBS and our partner organizations.
  • Guide students in accessing our support services and those of our partner organizations.
  • Triage student problems, offering immediate support to resolve issues or referring on as appropriate.
  • Understand mitigating circumstances, deferral procedures, and other academic regulations to advise students accordingly.
  • Provide basic academic support to students, both inside and outside the classroom.
  • Refer students to the support service appropriate for their needs, whether academic, welfare, or career-oriented.
  • Help students navigate learning resources, including library and e-library resourcing.
  • Provide basic IT support, inside and outside the classroom.
  • Signpost students to appropriate IT helpdesks.
  • Identify and report common academic and IT-related issues that might benefit from a pre-emptive solution.
  • Monitor student attendance on a session-by-session basis.
  • Ensure that all students missing one week of study are contacted, with attempts made to re-engage those students.
  • Refer all students missing two weeks or more, or with less than 50% attendance, to the Retention Team.
  • Work with academic colleagues to contact all students who have not submitted summative assessments and refer to the retention team as appropriate.
  • Assist with ensuring communication with students is both timely and effective, employing a range of digital and in-person methods.
  • Assist with the administration of surveys and the collection of results for analysis by the Planning, Information, and Delivery department.
  • Assist Registry with induction/enrolment processes as required.

Requirements:

  • Bachelor's degree and typically 5 years of administrative experience in a busy environment, ideally in Higher Education.
  • A strongly developed sense of service delivery and customer/student-focused approach.
  • Strong interpersonal skills – active listening, excellent written and verbal communication.
  • Strong administrative skills with proficiency in MS Office applications such as Excel, Word, Outlook Mail.
  • Good attention to detail.
  • Ability to work well as part of a team.
  • Ability to work under pressure and to deadlines.
  • The post holder must be flexible, approachable, and helpful with a strong customer service ethic.
  • The post holder will use initiative and judgement to resolve matters.
  • Ability to handle sensitive and personal information with tact and confidentiality.
  • Ability to maintain working relationships and appropriate boundaries, typically required when referring students to appropriate support.

Other Information:

The candidate will also be expected to demonstrate their commitment to GBS values and regulations, including equal opportunities policy, the GBS's Social, Economic, and Environmental responsibilities, and their Health and Safety responsibilities to ensure a safe and secure working environment for staff, students, and other visitors to the campus.

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