Senior Student Success Team Lead

4 weeks ago

Birmingham, Birmingham, United Kingdom GBS Global Applied Knowledge Full time
Senior Student Success Team Lead

As a Senior Student Success Team Lead at GBS Global Applied Knowledge, you will be responsible for managing a team of Student Success Tutors to ensure the delivery of top-notch student services across various academic levels. Your team will provide consistent, accurate, and timely responses to student needs and enquiries, covering a wide range of services provided by GBS.

Main Responsibilities


• Manage Student Success Tutors in the delivery of their duties on a daily basis and ensure timely completion of these duties.

• Ensure that all SSTs maintain a comprehensive and contemporary knowledge of all the support services available at GBS and the specific partner organisations.

• Provide basic academic and IT support to students, both inside and outside of the classroom.

• Follow up student non-attendance immediately and refer persistent cases to the student retention team.

• Work with the Head to ensure SSTs are regularly scheduled for in-class support sessions.

• Collaborate with the Head SST and other relevant colleagues to design workshops, events, career fairs, and other student events to enhance the student experience.

• Ensure all student surveys are effectively administered.

• Ensure SSTs play a full role in delivering any action plans devised in response to student outcome and survey data.

• Maintain timely and accurate record keeping by SSTs and produce reports as requested.

• Ensure all SSTs maintain accurate records which are open for inspection by the Dean.

• Ensure communication with students is both timely and effective, employing a range of digital and in-person methods.

• Schedule team members to assist Registry with induction/enrolment processes as required.

• Perform all duties of a Student Success Tutor in case of staff shortage.

• Work with other the Head SST to ensure efficient deployment of SSTs, providing adequate coverage across the partnership.

Requirements


• Educated to degree level or equivalent experience in a front-facing customer service role or academic student support role in academic institutions.

• A strongly developed sense of service delivery and customer/student-focused approach.

• Strong interpersonal skills – active listening, excellent written and verbal communication.

• Ability to work independently and 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.

• Strong administrative skills with proficiency in MS Office applications such as Excel, Word, Outlook Mail.

• Good attention to detail.

Other Information

The Senior Student Success Team Lead 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 minimise environmental impact in the performance of the role and actively contribute to the delivery of GBS's Environmental Policy.

• to their Health and Safety responsibilities to ensure their contribution to 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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