Student Success Advisor

2 weeks 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. As a Student Success Tutor, you will be the primary interface between students and GBS services, responsible for knowing and staying in touch with your assigned students to provide support and guidance across various areas and services.

Your responsibilities will include offering first-line help with academic and IT questions, directing students through key tasks and classroom requirements, and assisting with assignment submission and mitigating circumstances. You will also facilitate students in accessing academic support, career guidance services, and other relevant services.

Additionally, you will aid the Student Welfare team in ensuring student needs are communicated with faculty and play a key role in alerting GBS to students showing signs of disengagement, referring them to our specialist retention team.

Please note that this role is not eligible for visa sponsorship.

Main Responsibilities
  • Maintain a comprehensive and contemporary knowledge of support services available at GBS and partner organisations.
  • Guide students in accessing support services and those of partner organisations.
  • Triage student problems, offering immediate support 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 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 might benefit from a pre-emptive solution.
  • Monitor student attendance on a session-by-session basis.
  • Ensure students missing one week of study are contacted, with attempts made to re-engage those students.
  • Maintain accurate records of student contact.
  • 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.
  • 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.

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

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned.

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