Student Success Coach

1 week ago

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

At GBS Global Applied Knowledge, we are seeking a highly motivated and experienced Student Success Coach to join our team. As a Student Success Coach, you will play a pivotal role in maintaining high levels of student retention and satisfaction.

You will be a nominated adviser for a defined group of students and the first port of call for all questions they may have. Your primary responsibility will be to provide guidance and support to students, helping them navigate academic and personal challenges.

Key Responsibilities:

  • Maintain a comprehensive knowledge of support services available at GBS and partner organisations.
  • Guide students in accessing support services and partner organisations.
  • Triage student problems, offering immediate support or referring on as appropriate.
  • Understand mitigating circumstances, deferral procedures, and academic regulations to advise students accordingly.
  • Provide basic academic support to students, both inside and outside the classroom.
  • Refer students to appropriate support services, 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 may benefit from a pre-emptive solution.
  • Monitor student attendance on a session-by-session basis.
  • Ensure students missing one week of study are contacted and attempts made to re-engage.
  • Refer students missing two weeks or more, or with less than 50% attendance, to the Retention Team.
  • Work with academic colleagues to contact students who have not submitted summative assessments and refer to the Retention Team as appropriate.
  • Assist with ensuring communication with students is 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.
  • 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.
  • Post holder must be flexible, approachable, and helpful with a strong customer service ethic.
  • 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.

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