Online Student Success Coach

Online Education Services Pty Ltd; Birmingham; Hybrid; GBP 25,000 - 35,000; Full time

Benefits offered by this job

35-hour week

25 days annual leave

Study assistance

Flexible working

Living Wage movement supporter

Job summary

Online Education Services (OES) is a purpose-driven organisation dedicated to transforming the lives of learners by expanding access to high-quality online education. The Student Coach role offers an opportunity to support students from offer to progression with proactive outreach, coaching conversations and practical guidance.

You will build trusted relationships through one-to-one coaching, virtual meetings and group workshops, helping students overcome barriers, stay engaged and plan clear

Qualifications

• Experience in student support, coaching, mentoring or engagement roles.
• Comfortable communicating with people from a wide range of backgrounds and able to build rapport via phone, virtual and written interactions.
• Ability to deliver one-to-one coaching sessions by phone and online.
• CRM systems experience; Salesforce is an advantage.
• Empathetic, proactive and resilient approach to supporting students through challenges.
• Strong organisational skills with the ability to manage a caseload and complete follow-ups.
• Knowledge of employability, career progression or student development is desirable.

Responsibilities

• Deliver planned, proactive outreach to students at key points across their learning journey, including offer acceptance, enrolment, pre-commencement and progression.
• Contact students by phone, SMS, email and virtual meetings to provide personalised coaching and support.
• Identify and engage students showing early signs of disengagement or non-participation.
• Manage your own outreach caseload and ensure all follow-up actions are completed.
• Record student engagement activity accurately and promptly in Salesforce.
• Provide proactive coaching to students who have accepted an offer but not yet completed enrolment.
• Help students understand enrolment requirements and work through barriers to progression.
• Work with Student Success Advisors to identify at-risk students and contribute to onboarding targets.
• Deliver targeted coaching ahead of key assessment periods and help build academic confidence.

Skills

Coaching

Student support experience

Mentoring

Interpersonal skills

One-to-one coaching

Communication

Empathy

Caseload management

Organisational skills

Tools

Salesforce

Job description

Online Education Services (OES) is a purpose-driven organisation dedicated to transforming the lives of learners by expanding access to high-quality online education. The Student Coach role offers an opportunity to support students from offer to progression with proactive outreach, coaching conversations and practical guidance.

You will build trusted relationships through one-to-one coaching, virtual meetings and group workshops, helping students overcome barriers, stay engaged and plan clear