Student Retention and Support Officer

Walbrook Institute London; Greater London; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Generous holiday entitlement

Pension scheme

Private medical insurance

Cycle to Work scheme

Season ticket loans

Employee Assistance Programme and Well

Job summary

Walbrook Institute London is seeking a proactive Student Retention and Support Officer to join the Student Engagement Team. The role focuses on preventing withdrawal, navigating funding issues, and guiding students through study breaks and return-to-study planning.

You will monitor engagement, progression and payment data, work across departments, and provide compassionate support through multiple channels to improve student outcomes in a hybrid London-based environment.

Qualifications

• Degree-level education or equivalent professional experience.
• Experience in customer service, student services, or retention roles.
• Excellent written and verbal communication skills.
• Strong organisational skills and ability to manage multiple priorities.
• Attention to detail and ability to maintain accurate records.
• Experience handling high volumes of communications across multiple channels (phone, email, WhatsApp).
• Proactive, student-centred approach and independence in a collaborative team.

Responsibilities

• Proactively engage with students to support retention, continuation and successful completion of studies.
• Contact students regarding outstanding tuition fee payments and support resolution.
• Monitor student engagement, progression and payment data to identify those needing additional support.
• Support students through study breaks, interruptions of study and return-to-study planning.
• Provide guidance on Student Finance, funding processes, and alternative funding options.
• Maintain accurate records and case notes in CRM and student records systems.
• Analyse data to identify trends and support targeted interventions.
• Collaborate with Wellbeing, Academic and Professional Services teams to support student success.
• Contribute to retention targets and KPIs.
• Provide support through multiple channels (phone, email, WhatsApp).

Skills

Customer service

Student engagement

Communication skills

Organisational skills

CRM systems

Microsoft Office

Attention to detail

Teamwork

Education

Degree-level education or equivalent experience

Tools

CRM systems

MS Office

Job description

Student Retention and Support Officer

Based: Hybrid (up to 3 days per week on campus)

Salary: Up to £30,000 per annum (dependent on experience)

Hours: 37.5 hours per week

Job Description

Help Students Stay on Track and Achieve Their Goals

At Walbrook Institute London, our mission is to be the UK's leading career-focused university with global reach. We enable students to succeed in evolving labour markets by delivering accessible, career-focused and professionally relevant education.

We are looking for a proactive and student-focused Student Retention and Support Officer to join our Student Engagement Team. This is an exciting opportunity to play a key role in supporting student continuation, retention and successful completion of studies while helping students overcome financial, personal and engagement barriers that may impact their academic journey.

If you are passionate about student success, enjoy building strong relationships, are confident managing sensitive conversations, and thrive in a fast-paced environment, we would love to hear from you.

Role Overview

As a Student Retention and Support Officer, you will work closely with students throughout their academic journey, providing proactive support and interventions designed to improve engagement, continuation and progression.

You will be responsible for monitoring student engagement, funding and payment information, supporting students who may be at risk of withdrawal, and helping students navigate study breaks, return-to-study plans and funding-related matters. Working collaboratively with colleagues across Student Engagement, Wellbeing, Academic and Professional Services teams, you will contribute to positive student outcomes while supporting institutional retention objectives.

Key Responsibilities

• Proactively engage with students to support retention, continuation and successful completion of studies
• Contact students regarding outstanding tuition fee payments and support resolution in line with institutional policies
• Monitor student engagement, progression and payment data, identifying students who may require additional support
• Support students through study breaks, interruptions of study and return-to-study planning
• Provide guidance regarding Student Finance, Student Loans Company processes and alternative funding arrangements
• Maintain accurate records and case notes within CRM and student records systems
• Analyse retention, engagement and progression data to identify trends and support targeted interventions.
• Work collaboratively with Wellbeing, Academic and Professional Services teams to support student success.
• Contribute to retention, continuation and fee collection targets and team KPIs.
• Provide support through a range of communication channels including telephone, email and WhatsApp.

About You

We are looking for someone who is passionate about supporting students and helping them succeed, particularly when they may be facing financial, personal or engagement-related challenges. You will be a confident communicator who can build positive relationships, manage sensitive conversations with empathy and professionalism, and balance competing priorities in a fast-paced environment.

You’ll Bring

• Degree-level education or equivalent professional experience
• Experience working in customer service, student services, student engagement, retention, collections, account management, or a similar support environment
• Excellent written and verbal communication skills
• Strong organisational skills and the ability to manage multiple priorities effectively
• A high level of attention to detail and the ability to maintain accurate records
• Experience managing high volumes of communications across multiple channels
• Confidence using Microsoft Office applications, CRM systems and digital platforms
• A proactive, student-centred approach and a genuine commitment to helping students achieve their goals
• The ability to work independently while contributing positively to a collaborative team environment.

This role is offered on a hybrid basis with a combination of home and London office working. We support flexible working and welcome candidates seeking career flexibility.

Salary and Benefits

• Up to £30,000 per annum, dependent on experience
• Generous holiday entitlement, increasing with service
• Pension scheme
• Private medical insurance (subject to eligibility)
• Cycle to Work scheme
• Season ticket and health club loans
• Employee Assistance Programme and wellbeing initiatives
• Learning and development opportunities
• Social activities and volunteering days
• Flexible working arrangements.

Closing Date

11 September 2026

Interviews: TBC