Student Success Progression Advisor

**Job Position: Student Success Progression Advisor**

**Division: Pearson Online Learning Services (POLS)**

**Why Pearson**

Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services,we help people to learn whatever, wherever and however they choose. We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve someof the most important challenges in global education.

**Why we need you**

We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world. Our strength comes from our outstanding people; our strong relationships in the educationworld; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose.

**Why University Partnerships**

This is an outstanding opportunity to be part of an innovative new online learning service that Pearson has launched in the UK. Working in partnership with leading UK universities across the country, the POLs UK team provides online learning services includingmarketing, student recruitment, course content development, training and ongoing student support. As a start up hungry unit every member of our team responds positively to breaking new ground, and are willing to challenge current practice and to be challengedthemselves.

**Why Student Success**

The team brief is to deliver best in class student support with the aim of achieving the highest levels of student satisfaction and enrolments from one module to the next. Our Student Success Information Advisors have the highly rewarding experience of becomingan extension of the university partnership they work with and being an expert in supporting students on the programmes they work with. The team is attractive to those people who want to work in a higher education environment, speak daily with students fromaround the globe, many with very interesting life stories and diverse backgrounds. Working closely with the team of Student Success Information Advisors, the Student Success Progression Advisors provide high-quality support to students from initial enrolmentand throughout their study journey, as they progress towards successful completion of their chosen programme.

**About the Job**

Highly organised and self-motivated you will be someone who enjoys working with people in a customer service/account management capacity in a commercially focused environment. You will demonstrate a great customer service ethos, be an effective team playerand be keen to achieve retention targets whilst delivering outstanding student support to your student base.

**Key Responsibilities**:
? 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

? Consistently achieve personal annual and teaching period student re-enrolment targets while maintaining a commitment to the ideal student experience

? Identify barriers and risks to continuous study and recognise opportunities to increase student engagement, utilising online tools and signposting to support services to meet individual students’ requirements

? Achieve high levels of student satisfaction and an on target, positive Net Promoter Score from your student base by balancing empathetic pastoral support and active promotion of progression

? Develop and maintain trusting relationships with a student base, supporting early in their transition to online study and at set milestones throughout their study journey

? 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

? Record data and student communication accurately to monitor student cases, progress and resolutions

? Maintain detailed and accurate student records on our customised Salesforce CRM system

? Act as an ambassador in representing the Student Success team on projects to evolve the team approach

? Be a supremely positive advocate for change

? Demonstrate our Company and POLS Values and act as a Brand Ambassador

**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-engagestudents 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**

**What we are looking for in you**

**Essential**:
? Experience in Customer Service and/or Account Management in B2C or