Student Success Mentor

4 hours ago

London, Greater London, United Kingdom Boundless Learning Full time
Unlock Student Potential with Boundless Learning

We are seeking a highly organized and self-motivated individual to join our team as a Student Success Advisor. As a key member of our customer service/account management team, you will be responsible for delivering exceptional support to our student base.

About the Role:

  • Deliver prompt response rates and high levels of proactive outbound communication to provide comprehensive non-academic information, advice and guidance whilst balancing pastoral support.
  • 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 whilst remaining well informed, supported and a part of their online study community.
  • Act as a programme specialist, ensuring extensive knowledge in a particular curriculum area in addition to university policies, regulations and support services.
  • Welcome new students to their programme, efficiently building rapport whilst demonstrating high levels of knowledge and pastoral support.
  • Develop and maintain relationships with a student base, remaining committed to delivering high levels of support as students navigate the complexities of online study.
  • Help to develop effective processes to ensure a proactive approach to student support, progression and retention.
  • Maintain detailed and accurate student records on our customized Salesforce CRM system.
  • Demonstrate our Boundless Learning Values and act as a Brand Ambassador.

Requirements:

  • A bachelor's 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.
  • 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.
  • 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.

Compensation: Estimated salary: $55,000 - $65,000 per annum, commensurate with experience. We offer a competitive benefits package, including health insurance, retirement plan, and paid time off.

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