Student Success Advisor

3 weeks ago

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

At GBS Global Applied Knowledge, we are seeking a highly skilled and dedicated Student Success Advisor to join our team. As a Student Success Advisor, 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 across a wide range of areas and services offered by GBS.

Key Responsibilities:

  • Maintain a comprehensive and contemporary knowledge of all the support services available at GBS and our partner organisations.
  • Guide students in accessing our support services and those of our partner organisations.
  • Triage student problems, offering immediate support to resolve issues or referring on as appropriate.
  • Understand mitigating circumstances, deferral procedures and other academic regulations in order to be able to advise students accordingly.
  • Provide basic academic support to students, both inside and outside of the classroom.
  • Refer students to the support service appropriate for their needs, whether it is academic, welfare or career oriented.
  • Help students navigate learning resources, both 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 that all students who are missing one week of study are contacted, by either an SSA or an academic, and attempts made to re-engage those students.
  • Refer all students missing two weeks or more, or with less than 50% attendance, to the Retention Team.
  • Work with academic colleagues to contact all students who have not submitted summative assessments and refer to the retention team as appropriate.
  • Assist with ensuring communication with students is both 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.
  • A 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.

We are committed to GBS values and regulations, including equal opportunities policy. The candidate will also be expected to demonstrate their commitment to 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.

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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