Senior Student Retention Officer (Holborn)

Gbs Uk; Leeds; On-site; GBP 60,000 - 80,000; Full time

Job summary

A higher education provider in Leeds is looking for an operational team leader to supervise a group of Student Retention Officers. Your role involves ensuring effective processes, coaching staff, and managing team performance to enhance student experiences. The ideal candidate will be degree-educated or possess similar experience, with strong communication skills and the ability to lead high-performing teams. Benefits include annual leave increases, a pension scheme, and tuition reimbursement for career development.

Benefits

Additional leave per year of service

Workplace pension scheme

Tuition reimbursement

Flexible benefits options

Wellbeing centre

Employee referral scheme

Discretionary performance bonus

Qualifications

• Degree educated or equivalent experience in customer service or operational roles.
• Strong written and oral communication skills.
• Experience managing and coaching high-performing teams.

Responsibilities

• Lead a team of Student Retention Officers to improve students' learning experiences.
• Ensure effective operational processes are implemented and improved.
• Direct team workflow to meet KPIs and performance goals.

Skills

Operational leadership

Communication skills

Coaching and mentoring

Process improvement

IT proficiency

Education

Degree level education or equivalent experience

Tools

Excel

Job description

About Us

About Us: GBS is a higher education provider offering a range of sector-relevant courses across ten campuses in London, Birmingham, Leeds, and Manchester. Working in partnership with several of the UK's leading higher education providers, we deliver vocational, undergraduate, and postgraduate programmes in finance, accounting, business, construction, tourism, healthcare, and more.

Our Vision

Changing lives through education. What We Do: This is an operational, customer service focused role, in which you will lead a team of Student Retention Officers who will work with students to identify and remove barriers to learning.

Responsibilities

• Ensure strong and effective operational processes are in place, identifying and improving them where necessary.
• Coaching and mentoring staff, including supporting their communication style and problem solving ability, including providing support on phone manner.
• Be an effective team leader, working to ensure your team deliver on their KPIs.
• Be their first point of contact for the operational activities, managing the workload of your team and directing workflow to ensure high levels of operational delivery.
• Provide weekly updates on performance and plans to address areas of weakness.
• Build strong relationships with faculties and support teams.

Qualifications

• Educated to degree level or equivalent experience in an operational or customer service focused role.
• Excellent written and oral communication skills.
• Relevant experience and the ability to demonstrate the impact in an operational/customer service focused role.
• High levels of computer literacy and proficiency in Excel and an ability to learn quickly.
• Experience working with and learning new IT platforms.
• The ability to develop and lead high performing teams, and experience managing these teams.
• Coaching and mentoring skills.
• The ability to demonstrate process mapping or continuous improvement skills.
• The ability to generate and analyse reports, coming up with action plans in order to impact data.

Benefits

• 1 day extra leave per year of service, up to a maximum of 5 days.
• Workplace pension scheme.
• Tuition reimbursement for career development courses.
• Flexible Benefits: Cycle to Work, Workplace Nursery, Techscheme and much more.
• Perks@Work discounts platform, wellbeing centre and much more.
• Reward and recognition programme.
• 500 award employee referral scheme.
• Discretionary annual performance bonus.