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- Tasks: Lead a team to support students and enhance their learning experience.
- Company: Join a mission-driven organisation focused on changing lives through education.
- Benefits: Enjoy 25 days leave, flexible benefits, and a rewarding workplace culture.
- Other info: Dynamic work environment with a strong focus on equality and inclusion.
- Why this job: Make a real difference in students' lives while developing your leadership skills.
- Qualifications: Degree level education or equivalent experience in customer service roles.
The predicted salary is between 13 - 16 £ per hour.
Department: Retention
Location: London, Leeds, Manchester or Birmingham (On-site)
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.
ROTA: Wednesday - Friday 11:00 - 20:30, Saturday - Sunday 9:00 - 16:00
About The Role:
- 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.
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.
What We Offer:
- 25 days annual leave, plus 8 public holidays.
- 1 day extra 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 much more.
- Perks@Work discounts platform, wellbeing centre and much more.
- Reward and recognition programme.
- £500 award employee referral scheme.
- Discretionary annual performance bonus.
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!
Student Retention Officer - (Evenings, Weekends and Afternoons) employer: GBS
Contact Detail:
GBS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Student Retention Officer - (Evenings, Weekends and Afternoons)
✨Tip Number 1
Network like a pro! Reach out to current or former Student Retention Officers on LinkedIn. Ask them about their experiences and any tips they might have for acing the interview process.
✨Tip Number 2
Prepare for situational questions. Think of examples from your past where you’ve led a team or solved a problem. We want to see how you handle real-life scenarios, so practice makes perfect!
✨Tip Number 3
Show off your coaching skills! Be ready to discuss how you've mentored others in the past. Highlight your communication style and how you’ve helped team members improve their performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our mission to change lives through education.
We think you need these skills to ace Student Retention Officer - (Evenings, Weekends and Afternoons)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Student Retention Officer role. Highlight your experience in operational or customer service roles, and don’t forget to mention any coaching or mentoring skills you have!
Show Off Your Communication Skills: Since this role requires excellent written and oral communication, use your application to demonstrate these skills. Keep your language clear and concise, and make sure to proofread for any typos or errors.
Highlight Your Team Leadership Experience: We want to see how you've led teams in the past! Share specific examples of how you've managed workloads, directed workflow, and supported your team in achieving their KPIs.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you into the process smoothly. We can’t wait to hear from you!
How to prepare for a job interview at GBS
✨Know Your Stuff
Before the interview, make sure you understand the role of a Student Retention Officer inside out. Familiarise yourself with the key responsibilities, like coaching and mentoring staff, and think about how your past experiences align with these tasks.
✨Showcase Your Communication Skills
Since this role is all about effective communication, be prepared to demonstrate your written and oral skills. You might be asked to explain how you would handle a difficult conversation or present a solution to a problem, so have some examples ready.
✨Be a Team Player
Highlight your experience in leading teams and how you've successfully managed workloads in the past. Discuss specific instances where you’ve improved team performance or resolved conflicts, as this will show your potential as an effective team leader.
✨Prepare for Process Improvement Questions
Expect questions about process mapping and continuous improvement. Think of examples where you've identified inefficiencies and implemented changes that led to better outcomes. This will demonstrate your analytical skills and commitment to operational excellence.