Student Retention Officer - Birmingham

Birmingham, West Midlands, United Kingdom

Department: Retention

Location: Birmingham (On-site)

Our Vision: Changing lives through education.

What We Do: You’ll be at the heart of the student experience, building meaningful, trusted relationships and becoming a key point of support throughout their learning journey. By working closely with students, you’ll identify barriers early, provide tailored guidance, and help unlock the solutions that keep them engaged, confident, and on track for success. This is a hands‑on, fast‑moving role for someone who genuinely cares about people. You’ll bring standout communication and customer service skills, a proactive, can‑do attitude, and a natural ability to connect with students and colleagues alike. With passion, empathy, and sharp problem‑solving skills, you’ll make a real, visible difference to students’ lives every day.

About the Role:

• Develop strong relationships with your students, communicating with them face to face, over the phone and through various other communication methods.
• Ensure you proactively identify issues and continue to work on them for your students until they are resolved, developing and delivering proactive and bespoke plans to support students.
• Develop a broad, deep knowledge of the rules and regulations of your faculty, and to fully understand the support offer at GBS and to ensure your students take full advantage.
• Assist with the collection of operational data, and to proactively work to improve KPI performance.
• Adapt to the needs of a busy operational environment, providing support to your team and other key teams as and when it is appropriate.
• Be committed to a culture of continuous improvement and entrepreneurship, in line with GBS values.

About you:

• Educated to degree level or have equivalent experience and evidence of impact in a busy operational/customer service type role.
• Strong communication skills both in writing, over the phone and in person.
• Ability to plan and prioritise effectively to achieve department and individual objectives, work collaboratively in a team and build and maintain positive relationships with students.
• High level of computer literacy and proficiency in Microsoft Excel and computer/data management systems, or a demonstrated ability to pick up these skills quickly.
• Ability to work well as part of a team, and contribute positively to team culture.
• Demonstrate a passion for your students, and a strong desire to adapt and improve in order to achieve objectives and KPIs.

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.
• 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.

Please note: this role is not eligible for sponsorship!