Senior Student Retention Officer - (12 Month FTC) Leeds

GBS; Leeds; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Senior Student Retention Officer for a 12-month fixed-term contract in Leeds. This operational role focuses on leading a dedicated team to enhance student success by removing barriers to learning. You will coach and mentor your team, ensuring they excel in communication and problem-solving while meeting key performance indicators. This role is vital in fostering strong relationships with faculties and support teams, making a significant impact on the student experience. If you are passionate about education and team leadership, this opportunity is perfect for you.

Qualifications

• Degree or equivalent experience in an operational or customer service role.
• High computer literacy, proficient in Excel, and quick learner.

Responsibilities

• Lead a team of Student Retention Officers to ensure high-quality service.
• Coach and mentor staff to improve communication and problem-solving skills.

Skills

Communication Skills

Problem-Solving Skills

Coaching and Mentoring

Process Mapping

Data Analysis

Team Leadership

Education

Degree in Operational Management or Customer Service

Tools

Excel

Job description

Join to apply for the Senior Student Retention Officer - (12 Month FTC) Leeds role at GBS

Role Purpose

This is an operational, customer service-focused role, where you will lead a team of Student Retention Officers working with students to identify and remove barriers to learning. You will ensure your team is passionate about student success, takes ownership of resolving issues, and collaborates with faculties and support teams to provide timely support for students.

Main Responsibilities

1. Ensure operational processes are effective, identifying and improving them where necessary.
2. Coach and mentor staff, supporting their communication and problem-solving skills, including phone manner.
3. Lead your team to meet their KPIs and deliver high-quality service.
4. Manage workload and workflow to ensure operational targets are met.
5. Provide weekly performance updates and improvement plans.
6. Build strong relationships with faculties and support teams.
7. Ensure team knowledge of faculty rules, regulations, and support offerings, enabling students to benefit fully.

Requirements

1. Degree or equivalent experience in an operational or customer service role.
2. Excellent written and oral communication skills.
3. Relevant operational or customer service experience with demonstrated impact.
4. High computer literacy, proficient in Excel, and quick learner.
5. Experience with IT platforms and learning new systems.
6. Ability to develop and lead high-performing teams.
7. Coaching and mentoring skills.
8. Process mapping and continuous improvement skills.
9. Ability to analyze reports and develop action plans based on data.

Other Information

This is a 12-month FTC maternity cover. The role does not support sponsorship. Candidates should demonstrate commitment to GBS values, equal opportunities, social, economic, and environmental responsibilities, and health and safety policies.