Student Success Advisor

Student Success Advisor Description Job Position: Student Success Advisor Division: Online Programme Management Location: Kao Park, Harlow or 80 Strand, London Why Pearson Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose. We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education. Why we need you We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world. Our strength comes from our outstanding people; our strong relationships in the education world; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose. Why University Partnerships This is an outstanding opportunity to be part of an innovative new online learning service that Pearson has launched in the UK. Working in partnership with leading UK universities across the country, the OPM teams provide online learning services including marketing, student recruitment, course content development, training and ongoing student support. As a start up hungry unit every member of our team responds positively to breaking new ground, and are willing to challenge current practice and to be challenged themselves. Why Student Success The team brief is to deliver best in class student support with the aim of achieving the highest levels of student satisfaction and retention from one module to the next. Our Student Success Advisors have the highly rewarding experience of becoming an extension of the university partnership they work with and being an expert in supporting students on the programmes they work with. As such the team is attractive to those people who want to work in a higher education environment, speak daily with students from around the globe, many with very interesting life stories and backgrounds, and with situations as diverse as coming straight from undergraduate studies, to others who are 90 years old and still have a passion for learning, to PhD students from Oxford - to name but a few scenarios. About the job Highly organised, you will be someone who enjoys working with people in a customer service/support capacity in a commercially focused environment. You will demonstrate a great customer service ethos, be an effective team player and be keen to achieve retention targets whilst delivering outstanding student support to 200 students. Key Responsibilities: Achieve personal annual and teaching period retention targets while maintaining a commitment to the ideal student experience Achieve an on target positive Net Promoter Score from your student base ongoing Maintain a careful balance between empathetic pastoral support and optimally covering the student base to ensure the highest retention from one module to the next Assist students with the enrolment process and then throughout the entirety of their time on their chosen programme Follow and help evolve best practice in activities such as engagement checks and calls, welcome calls and webinars, rapport calls, assessing risk factors and when to call versus email, etc. Proactive communication with students utilising a variety of media: phone, email, SMS, etc. Develop early student engagement with online tools and support services Look for efficiencies to improve student retention and/or the student experience Be a supremely positive advocate for change Store student data accurately and efficiently on our Salesforce CRM system, with a view to reducing process for optimal productivity Demonstrate our Company and OPM Values and act as a Brand Ambassador Be an ambassador in representing the Student Success team on projects to evolve the team approach Student Success Competences: Embraces Development - Welcomes change, acts with agility, evolves best practice, and has continuous improvement embedded Proactively coaches - Students regarding expectations and around barriers, mitigates risks for vulnerable students and encourages students to persist in pursuit of their study goals Persuasive and Compelling - About continuous study, enthusing about upcoming modules, delivers engaging welcome webinars and builds trusting relationships Industrious and Organised - Regularly achieves high outbound call levels per day and covers the whole student base every teaching period, plus manages inbound workload efficiently meeting or exceeding the SLA, and impresses with a quick response to queries Commercially Focused - Accurately forecasts a student's