Student Engagement Advisor - REQ 11326

Keystone Employment Group LLP; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their team in London. In this role, you will support the Supervisor in daily tasks, ensuring excellent service delivery and fostering strong relationships with stakeholders. You will be instrumental in monitoring student attendance, providing timely interventions to 'at risk' students, and managing various administrative processes. This position offers a unique opportunity to impact student success positively while working in a dynamic and supportive environment. If you are organized, proactive, and passionate about helping students thrive, this role could be the perfect fit for you.

Qualifications

• Experience in higher education administration, resolving student concerns.
• Ability to manage a student caseload and provide mentoring support.

Responsibilities

• Support the Supervisor in achieving daily tasks and team objectives.
• Ensure excellent customer service and continuous improvement of services.

Skills

Practical administration experience

Customer service skills

Organizational skills

Data management

Mentoring and coaching

Tools

IT systems/software

Word processing

Databases

Spreadsheets

Job description

KEY RESPONSIBILITIES

1. Support the Supervisor in achieving daily tasks by understanding individual and team objectives, working towards delivering effective and efficient services, and supporting colleagues to meet all tasks and service goals, thereby contributing to team metrics/KPIs.
2. Establish and maintain good relationships with all stakeholders, providing advice, information, signposting, and sharing specialist knowledge related to the school portfolio assigned for the academic year. Support different portfolios as needed, allocated by the Supervisor and/or Coordinator using a data-led approach, with rotations as appropriate.
3. Ensure the team provides excellent customer service, contributing to the continuous improvement of services by highlighting processes, procedures, or policies that are challenging to administer, identifying barriers, and proposing solutions.
4. Respond to enquiries promptly, calmly, sensitively, and informatively across various platforms, offering advice and information on extenuating circumstances and attendance monitoring. Escalate complex queries or concerns to the Student Engagement Coordinator.
5. Assist in attendance monitoring by conducting weekly reviews, identifying students not meeting engagement thresholds, sending emails/appointments as per policy, managing a caseload, recording actions in the CRM, and coordinating with academic staff for attendance review panels.
6. Collaborate with schools to support 'at risk' students by providing timely interventions to re-engage them, adopting mentoring and coaching approaches to help students reach their potential.
7. Manage interruption and withdrawal procedures due to poor engagement, liaising with stakeholders, and providing regular reports on student engagement and non-continuation.
8. Review and support the extenuating circumstances process, ensuring queries are addressed, decisions made and communicated, complex cases resolved, and all actions recorded. Provide reports on query volume and task completion in line with SLAs.
9. Deliver ad hoc activities aimed at supporting student continuation, progression, and success across the university.

This list is not exhaustive. The postholder will perform relevant tasks as deemed appropriate and in agreement with the Head of Student Administration or their nominee.

Qualifications

N/A

Skills

PERSON SPECIFICATION / SELECTION CRITERIA

Applicants will be shortlisted based on the extent to which they meet the following essential (E) and desirable (D) requirements.

Experience

• Practical administration experience (E) in a higher education setting (D), supporting and resolving student/customer concerns both face-to-face and online (E).
• Experience of supporting and resolving student concerns both face-to-face and online (E), with understanding of current issues affecting students, including barriers and engagement challenges (D).
• Experience managing a student caseload (E), using data to target support (D), and providing mentoring and coaching support (D).
• Experience maintaining accurate records (E), and using IT systems/software to input, store, and gather data (E).
• Ability to use initiative to plan (E), prioritize, and organize a varied workload efficiently (E), approaching challenges proactively and creatively (E).
• Flexibility to operate as part of a team or independently (E).
• Excellent organizational and administrative skills (E), capable of handling high workloads calmly and efficiently during stressful periods (E).
• Good customer service and relationship skills (E), with the ability to handle enquiries sensitively from diverse individuals and manage conflict confidently and calmly (D).
• Experience servicing committee meetings, including preparation, minute-taking, and follow-up (D).
• Commitment to and experience in applying ICT in administration, with knowledge of word processing, databases, spreadsheets (E), and web use (D). Willingness to learn new software (E).