Student Success Tutor BSU Birmingham

4 months ago

Birmingham, United Kingdom GBS Global Applied Knowledge Full time
Student Success Tutor BSU Birmingham

Senior Student Success Tutors manage a team of SSTs to ensure top rate delivery of student services across one or more academic levels. They are responsible for your team providing consistent, accurate and timely responses to student needs and enquiries across a wide range of services provided by GBS.

Main Responsibilities

• To manage Student Success Tutors in the delivery of their duties on a daily basis and to ensure timely completion of these duties.
• To ensure that all SSTs maintain a comprehensive and contemporary knowledge of all the support services available at GBS and the specific partner organisations.
• To ensure that all SSTs provide basic academic and IT support to students, both inside and outside of the classroom.
• To ensure that the SSTs 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.
• To work the Head SST and other relevant colleagues to design workshops, events, career fairs, and other student events, to enhance the student experience.
• To ensure all student surveys are effectively administered.
• To ensure SSTs play a full role in delivering any action plans devised in response to student outcome and survey data.
• To ensure timely and accurate record keeping by SSTs and produce reports as requested.
• To ensure all SSTs maintain accurate records which are open for inspection by the Dean.
• To ensure communication with students is both timely and effective, employing a range of digital and in person methods.
• To schedule team members to assist Registry with induction/enrolment processes as required.
• To perform all duties of a Student Success Tutor in case of staff shortage.
• To 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 Tutor 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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