Student Success Advisor
At Boundless Learning we are empowering our partners to deliver exceptional experiences that expand opportunities for learners around the world. We put learner success at the heart of everything we do, empowering our partners to deliver personalized, learner-centric experiences that boost access and create economic mobility. At Boundless Learning you will have the opportunity to collaborate with passionate, diverse teams, where your ideas are valued, and your expertise is respected. Join us on this meaningful journey towards transforming education and making a lasting difference in the lives of learners worldwide.
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 education world; 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 Boundless Learning
This is an outstanding opportunity to be part of an innovative online learning service operating in North America, the United Kingdom and Australia. Working in partnership with leading UK universities, the UK based Boundless Learning team provides online learning services including marketing, 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 challenged themselves.
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 provision delivers high-quality support to students from initial enrolment and throughout their study journey, as they progress towards successful completion of their chosen programme. Our Student Success Advisors have the highly rewarding experience of becoming an 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 from around the globe, many with very interesting life stories and diverse backgrounds.
About the Job
We are seeking a highly organized and self-motivated individual for a customer service/account management role in a commercially focused environment. The ideal candidate enjoys working with people, possesses a strong customer service ethos, collaborates effectively in a team, and is motivated to achieve retention targets. Your primary focus will be on delivering outstanding support to our student base. A Student Success Advisor embodies our values, acts with agility, and enjoys working in an international environment whereby they are having regular interactions with people, building strong and meaningful relationships. Reporting to the Student Success Manager, the Student Success Advisors work both independently on their student caseload but collaboratively to inspire their peers, displaying excellent customer service and high levels of active listening through motivational student coaching, support, and guidance.
Key Responsibilities:
● Deliver prompt response rates and high levels of proactive outbound communication to provide comprehensive non-academic information, advice and guidance whilst balancing pastoral support. Key communication methods include phone, email and SMS
● 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 alongside recognising opportunities to increase student engagement
● 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 in order to minimise student withdrawals from programmes
● Act as a programme specialist, ensuring extensive knowledge in a particular curriculum area in addition to university policies, regulations and support services, utilising online tools and signposting to support services to meet individual students’ requirements
● Welcome new students to their programme, efficiently building rapport whilst demonstrating high levels of knowledge and pastoral support to prepare students for the rigour of postgraduate academic study and setting students up for success in their chosen programme
● Develop and maintain relationships with a student base, remaining committed to delivering high levels of support as students navigate the complexities and challenges of online study from enrolment to successful completion and/or graduation of their chosen programme
● 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
● Maintain detailed and accurate student records on our customised Salesforce CRM system, recording data and student communication accurately to monitor student cases, progress and resolutions
● Act as an ambassador in representing the International Student Success team on global projects to evolve the team approach and student support
● Be a supremely positive advocate for change ● Demonstrate our Boundless Learning 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-engage students 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:
- 4-year 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
- Experience with customer/student centric processes and support levels
- 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
- Ability to work flexibly with some late night and weekend coverage
- 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
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