Online Student Success Manager

University of York; York and North Yorkshire; On-site; GBP 28,000 - 36,000; Full time

Job summary

University of York’s York Online team seeks a Student Success Coordinator to lead Student Success Advisers, focusing on retention, support, and a proactive, student-centred service. You will work with the Operations Manager to develop staff into highly responsive advisers, helping students overcome barriers and ensuring timely, compassionate guidance across online programmes.

You will be a visible champion of customer service excellence, always seeking improvements in processes and ensuring a

Qualifications

• Ability to provide detailed advice and guidance on defined processes to internal and external contacts.
• Ability to review procedures, ensure fitness for purpose, maximise efficiency and implement improvements.

Responsibilities

• Manage the Student Success Advisers and coordinate delivery of student support across York Online programmes.
• Oversee retention and success strategies to deliver a welcoming, professional service.
• Act as escalation point for complex student issues and provide guidance to staff and students.

Skills

Advising skills

Process improvement

Organisational skills

Caseload management

Problem solving

Team motivation

Customer service

Escalation handling

Commitment to service

Interpersonal skills

Job description

University of York’s York Online team seeks a Student Success Coordinator to lead Student Success Advisers, focusing on retention, support, and a proactive, student-centred service. You will work with the Operations Manager to develop staff into highly responsive advisers, helping students overcome barriers and ensuring timely, compassionate guidance across online programmes.

You will be a visible champion of customer service excellence, always seeking improvements in processes and ensuring a