Student Success Advisor

4 weeks ago

London Area, United Kingdom Boundless Learning Full time
About the Role

We are seeking a highly organized and self-motivated individual to join our Student Success team as a Student Success Advisor. In this role, you will be responsible for delivering exceptional support to our student base, ensuring their success and retention throughout their online study journey.

Key Responsibilities:
  • Deliver prompt response rates and high levels of proactive outbound communication to provide comprehensive non-academic information, advice, and guidance to students.
  • Consistently achieve personal teaching period student retention targets, alongside achievement of high levels of student satisfaction and an on-target, positive Customer Satisfaction Score (CSAT).
  • Actively promote continuous study to achieve graduation in a timely manner, identifying students at risk of failing to achieve their study goals and providing effective interventions.
  • Enthusiastically re-engage students who are taking a break from study, ensuring they recall their original study goals while remaining well-informed, supported, and part of their online study community.
  • Act as a programme specialist, ensuring extensive knowledge in a particular curriculum area, as well as university policies, regulations, and support services.
  • Welcome new students to their programme, efficiently building rapport while demonstrating high levels of knowledge and pastoral support to prepare students for the rigour of postgraduate academic study.
  • Develop and maintain relationships with a student base, remaining committed to delivering high levels of support as students navigate the complexities and challenges of online study from enrolment to successful completion and/or graduation of their chosen programme.
  • Establish and maintain excellent relationships throughout the Student Success team, sharing knowledge and experience to ensure a high standard of service is maintained.
  • Help to develop effective processes to ensure a proactive approach to student support, progression, and retention.
  • Maintain detailed and accurate student records on our customised Salesforce CRM system, recording data and student communication accurately to monitor student cases, progress, and resolutions.
  • Act as an ambassador in representing the International Student Success team on global projects to evolve the team approach and student support.
Student Success Competences:
  • Embraces development – Welcomes change, acts with agility, evolves best practice, and has continuous improvement embedded.
  • Proactively coaches – Students regarding expectations and around barriers, mitigates risks for vulnerable students, and encourages students to persist in pursuit of their study goals.
  • Maintains relationships – Excellent communicator, builds and maintains professional relationships with students, Student Success colleagues, and stakeholders.
  • Persuasive and compelling – Enthuses about continuous study, upcoming modules, and achieving study goals, and builds trusting relationships.
  • Industrious and organised – Regularly achieves high outbound call levels per day, maintaining regular contact with the whole student base and effectively monitors student cases.
  • Commercially focused – Accurately forecasts a student's likelihood to study next module and delivers on the student enrolment and NPS targets, utilises expertise to proactively contact those at risk or unenrolled and successfully re-engages students in active study.
  • Excels in service level provision – Ensures vulnerable students are directed to the right support, takes accountability to resolve lower-level complaints confidently and escalates when necessary.
  • Skillfully manages data – Maintains accurate and thorough student and module enrolment records and logs all calls with relevant detail.
Qualifications:
  • 4-year degree from an accredited institution and/or appropriate combination of education and significant experience.
  • An effective team player who is driven to their own success and the success of the students.
  • Experience building relationships with customers/students and internal stakeholders.
  • Experience with customer/student-centric processes and support levels.
  • Excellent written and oral communications skills.
  • Proficiency with Microsoft Office and IT Systems.
  • Ability to communicate and collaborate with people from a diverse range of cultural, educational, and professional backgrounds.
  • Ability to work flexibly with some late-night and weekend coverage.
  • Proven experience achieving on-target results in a customer service role.
  • Higher Education experience and/or Knowledge of the Higher Education industry.
  • Experience in Salesforce CRM.

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