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 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.

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

Key Qualifications

• Experience in Customer Service and/or Account Management/Recruitment in B2C or B2B environments where retention is the key performance indicator
• An effective team player who is keen to drive 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 weekend cover
  

Preferable

• Proven experience achieving on target results in sales as a service role
• Higher Education experience and/or Knowledge of the UK Higher Education sector
• Experience in Salesforce CRM
• Educated to degree level or equivalent professional qualifications