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- Tasks: Lead a team to enhance student retention and remove learning barriers.
- Company: GBS is a dynamic higher education provider with campuses across the UK.
- Benefits: Enjoy 25 days leave, flexible benefits, and a performance bonus.
- Why this job: Make a real impact on students' lives in a supportive, collaborative environment.
- Qualifications: Degree level education or equivalent experience in customer service roles required.
- Other info: This role is not eligible for sponsorship; we value diversity and inclusion.
The predicted salary is between 36000 - 60000 £ per year.
Overview
Senior Student Retention Officer – Manchester. Join to apply for the Senior Student Retention Officer – Manchester role at GBS.
Location: Manchester (On-site)
Department: Retention
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, alongside plans to address areas of weakness
- Build strong relationships with faculties and support teams
Requirements
About you
- 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 actions plans in order to impact data
Other Information
What We Offer
- 25 days annual leave, plus 8 public holidays
- 1 extra day of 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 more
- Perks@Work discounts platform, wellbeing centre and more
- Reward and recognition programme
- £500 employee referral scheme
- Discretionary annual performance bonus
Employee Testimonial: “What really stands out to me about GBS is its consistent focus on creating positive outcomes for students. Every team, even those without direct student contact, is deeply committed to this mission. It’s such a collaborative and inspiring place to work — it’s clear everyone genuinely cares about making a difference.\” (Steffi Korsah – Non-Academic Staff)
GBS is committed to equality, diversity, and inclusion and providing a workplace free from discrimination or harassment. We welcome applications from all backgrounds and communities. We take our core values seriously and work hard to create an environment where everyone feels welcomed.
Please note: This role is not eligible for sponsorship.
#Indeedjuly
Seniority level
- Mid-Senior level
Employment type
- Internship
Job function
- Marketing and Sales
- Higher Education
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Senior Student Retention Officer - Manchester employer: GBS
Contact Detail:
GBS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Student Retention Officer - Manchester
✨Tip Number 1
Familiarise yourself with the specific challenges faced by students in higher education. Understanding these barriers will help you demonstrate your ability to lead a team focused on student retention.
✨Tip Number 2
Highlight your experience in coaching and mentoring. Be prepared to discuss specific examples of how you've successfully developed teams in previous roles, as this is crucial for the Senior Student Retention Officer position.
✨Tip Number 3
Showcase your analytical skills by discussing how you've used data to drive improvements in operational processes. Being able to present concrete examples will set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of GBS to gain insights into their culture and values. This can help you tailor your approach and demonstrate your alignment with their mission during interviews.
We think you need these skills to ace Senior Student Retention Officer - Manchester
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in operational or customer service roles. Emphasise your leadership skills and any experience you have in coaching or mentoring teams, as these are key for the Senior Student Retention Officer position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for education and your commitment to improving student retention. Mention specific examples of how you've successfully led teams or improved processes in previous roles.
Highlight Relevant Skills: In your application, clearly outline your computer literacy, proficiency in Excel, and any experience with IT platforms. These skills are crucial for the role, so make sure they stand out.
Showcase Your Communication Skills: Since excellent written and oral communication skills are essential for this role, ensure your application is well-written and free of errors. Consider including examples of how you've effectively communicated with teams or stakeholders in the past.
How to prepare for a job interview at GBS
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Senior Student Retention Officer. Familiarise yourself with the operational processes and customer service focus that the role entails, as well as the importance of team leadership and performance management.
✨Showcase Your Communication Skills
Since excellent written and oral communication skills are crucial for this position, prepare to demonstrate your ability to communicate effectively. Think of examples where you've successfully coached or mentored others, and be ready to discuss your approach to problem-solving.
✨Prepare for Team Leadership Questions
Expect questions about your experience in leading high-performing teams. Be prepared to share specific instances where you've managed workloads, directed workflow, and ensured your team met their KPIs. Highlight your coaching and mentoring experiences.
✨Demonstrate Your Analytical Skills
The role requires generating and analysing reports, so be ready to discuss your experience with data analysis and process mapping. Prepare to explain how you've used data to inform action plans and improve operational processes in previous roles.
