Online Student Success Coach

University of York; York and North Yorkshire; On-site; GBP 26,000 - 36,000; Full time

Job summary

University of York is seeking a Student Success Adviser for York Online to support learners across our 100% online programmes. You will answer student enquiries daily, reach out to at-risk students, and collaborate with the team to remove barriers to success.

You will explain policies clearly, maintain accurate records, and provide a warm, professional service across phone and digital channels, including signposting to additional services when needed.

Qualifications

• Demonstrable experience of providing an excellent standard of customer service
• Ability to review procedures and processes for fit and improvements
• Good organisational skills with ability to meet deadlines
• Accurate records with high attention to detail
• Ability to work well in a team
• Active listening and supportive student interactions
• Solution-focused approach and adaptability
• Calm and empathetic when supporting distressed students
• Warm, professional tone across phone and digital channels
• Strong interpersonal skills with a diverse student body

Responsibilities

• Respond to a wide range of student enquiries daily
• Proactively reach out to students at risk of withdrawal or disengagement
• Work with the team to deliver high standards of customer service
• Explain complex policies and processes in simple terms
• Signpost to other university services as needed

Skills

Customer service

Procedures review

Organisational skills

Attention to detail

Teamwork

Active listening

Problem solving

Empathy

Communication

Interpersonal skills

Job description

University of York is seeking a Student Success Adviser for York Online to support learners across our 100% online programmes. You will answer student enquiries daily, reach out to at-risk students, and collaborate with the team to remove barriers to success.

You will explain policies clearly, maintain accurate records, and provide a warm, professional service across phone and digital channels, including signposting to additional services when needed.