Senior Student Retention Officer - (12 Month FTC) Birmingham

Global Banking School; Birmingham; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a passionate leader for a customer service-focused role. This position involves managing a team dedicated to student success, ensuring effective operational processes, and fostering strong relationships with faculty and support teams. The ideal candidate will possess excellent communication skills and a commitment to continuous improvement. If you thrive in dynamic environments and are eager to make a positive impact on student learning experiences, this role is an exciting opportunity to contribute to the educational journey of many.

Qualifications

• Degree level education or equivalent experience in an operational or customer service role.
• High computer literacy and proficiency in Excel.

Responsibilities

• Lead a team of Student Retention Officers to ensure operational excellence.
• Coach staff on communication and problem-solving skills.

Skills

Customer Service

Communication Skills

Leadership

Coaching and Mentoring

Process Improvement

Data Analysis

IT Literacy

Education

Degree Level Education

Equivalent Experience

Tools

Microsoft Excel

Job description

ROLE PURPOSE:

This is an operational, customer service-focused role, leading a team of Student Retention Officers who work with students to identify and remove barriers to learning. You will ensure your team is passionate about student success and takes ownership of resolving student issues. Additionally, you will collaborate with a specific faculty and GBS support teams to establish strong operational processes that enable timely support for students once needs are identified.

Please note:

• This is a 12-month FTC maternity cover.
• This role does not support eligible sponsorship.

ROLE AND RESPONSIBILITIES:

• Ensure effective operational processes are in place and continuously improve them where necessary.
• Coach and mentor staff, supporting their communication and problem-solving skills, including phone manner.
• Lead your team to meet their KPIs and ensure high operational delivery.
• Manage workload and workflow, serving as the first point of contact for operational activities.
• Provide weekly performance updates and action plans to address weaknesses.
• Build strong relationships with faculties and support teams.
• Ensure your team understands the rules, regulations, and support offerings of your faculty and GBS, assisting students in maximizing these resources.

ESSENTIAL SKILLS AND EXPERIENCE:

• Degree level education or equivalent experience in an operational or customer service role.
• Excellent written and oral communication skills.
• Relevant experience demonstrating impact in operational/customer service roles.
• High computer literacy, proficiency in Excel, and quick learning ability.
• Experience with new IT platforms.
• Proven ability to develop and lead high-performing teams.
• Coaching and mentoring skills.
• Process mapping and continuous improvement skills.
• Ability to generate, analyze reports, and develop action plans based on data.

OTHER INFORMATION

• Commitment to GBS values, regulations, and equal opportunities policy.
• Responsibility for social, economic, and environmental impacts, contributing to GBS’s environmental policy.
• Adherence to health and safety responsibilities, ensuring a safe environment for staff, students, and visitors.