Student Success Coordinator, York Online Support Team

University of York; York and North Yorkshire; On-site; GBP 28,000 - 36,000; Full time

Job summary

University of York’s York Online team seeks a Student Success Coordinator to lead Student Success Advisers, focusing on retention, support, and a proactive, student-centred service. You will work with the Operations Manager to develop staff into highly responsive advisers, helping students overcome barriers and ensuring timely, compassionate guidance across online programmes.

You will be a visible champion of customer service excellence, always seeking improvements in processes and ensuring a

Qualifications

• Ability to provide detailed advice and guidance on defined processes to internal and external contacts.
• Ability to review procedures, ensure fitness for purpose, maximise efficiency and implement improvements.

Responsibilities

• Manage the Student Success Advisers and coordinate delivery of student support across York Online programmes.
• Oversee retention and success strategies to deliver a welcoming, professional service.
• Act as escalation point for complex student issues and provide guidance to staff and students.

Skills

Advising skills

Process improvement

Organisational skills

Caseload management

Problem solving

Team motivation

Customer service

Escalation handling

Commitment to service

Interpersonal skills

Job description

Department

The York Online Support Team is a specialist team in the Student Education and Experience directorate and is dedicated to supporting the c.2800 students on the University's York Online programmes. We are a friendly and supportive team who are committed to excellence and collaborative working. We work in a fast-moving environment delivering services to large numbers of students, from all over the world and a variety of backgrounds.

Role

The Student Success Coordinator (York Online) will manage the Student Success Advisers, dedicated to supporting and advising students on their learning journey through our 100% online programmes. You will coordinate the provision of student retention and success strategies across an intensive operational cycle, ensuring the delivery of exceptional customer-focussed standards and a welcoming and professional service.

Working closely with the Operations Manager, you will develop the Student Success Advisers into a proactive, student-centred and empathetic service, working with students to identify and remove barriers to learning. Your team will act as the first point of contact for student queries, providing advice and signposting to further support.

This is a hands-on role for someone who genuinely cares about people. You will ensure your team is passionate about student success and providing excellent customer service. You will enjoy solving problems and delivering interventions that work, as well as supporting your team in their own development.

Skills, Experience & Qualification needed

• Ability to provide detailed advice and guidance on specialist defined processes and procedures to internal and external contacts
• Ability to review procedures and processes, ensuring they are fit for purpose and maximise efficiency; make recommendations for improvements as identified and implement agreed changes
• Excellent organisational skills, with a demonstrable ability to work to tight deadlines whilst managing competing priorities and maintaining a high degree of attention to detail
• Ability to manage a varied and ongoing caseload and prioritise effectively
• Demonstrable initiative and problem solving skills, with an ability to investigate and identify technical or procedural issues (independently or as part of a team) and to recommend solutions
• Demonstrable ability to manage and motivate a team to deliver a people-centred and high quality customer experience
• A positive, proactive approach to resolving challenges when supporting complex student needs
• Ability to act as an escalation point for complex student issues, providing guidance that supports both the student in distress and the team member handling the issue
• A commitment to customer service excellence
• Strong interpersonal skills and a passion for student support and staff wellbeing

Interview date: week commencing 12 October 2026

For informal enquiries: please contact Luiza Morrell on [e-mail]