At a Glance
- Tasks: Lead university partnerships and enhance student outcomes through innovative strategies.
- Company: HEP, a forward-thinking organisation focused on student and partner success.
- Benefits: Competitive salary, hybrid working, health programmes, and employee discounts.
- Other info: Join a collaborative team dedicated to continuous improvement and inclusivity.
- Why this job: Make a real impact on student success and shape the future of education.
- Qualifications: Senior leadership experience in customer or student success and strong analytical skills.
The predicted salary is between 95000 - 105000 £ per year.
Make a Real Impact at HEP. We’re looking for an exceptional Director of Student & Customer Success to lead the operational success of HEP’s university partnerships and shape how we deliver outstanding outcomes for both partners and students. This is a high-impact senior leadership role with responsibility for partner mobilisation, operational performance, student retention and commercial outcomes. You’ll bring teams together across HEP to turn insight into action, remove barriers and build scalable ways of working that improve both the partner and student experience.
What You’ll Lead
- Own successful partner and programme mobilisation from contract through to enrolment.
- Build strong operational relationships with university partners and drive continuous improvement.
- Lead retention, progression and re-engagement strategies to improve student outcomes.
- Oversee Partner Support, service standards, escalations and operational issue resolution.
- Use data, performance insight and governance to identify risks and drive measurable improvements.
- Build scalable operating models that improve efficiency, consistency and cost-to-serve.
- Lead and develop senior teams while influencing stakeholders across Product, Technology, Marketing, Admissions, Academic, Operations and Retention.
- Own budgets, resource planning and the commercial impact of partner and student success.
What We’re Looking For
- Significant senior leadership experience across customer success, partner management, student success, operations or service delivery.
- Proven experience managing complex institutional or enterprise relationships.
- Strong experience leading partner onboarding, mobilisation or major cross-functional implementations.
- Demonstrable success improving retention, engagement or customer/student outcomes through data-led interventions.
- Strong commercial, analytical and programme management capability.
- Experience leading managers and influencing senior stakeholders.
- Experience developing scalable operating models and driving continuous improvement.
- Salesforce experience is essential.
Why HEP?
At HEP, we’re driven by outcomes and continuous improvement, inclusive in how we work and collaborative in how we achieve shared success. You’ll have the opportunity to shape a growing function, strengthen our university partnerships and make a measurable difference to student success.
Competitive salary: £95,000–£105,000 DOE
Hybrid working
6% employer pension contribution
Health & wellbeing programme
Free annual flu vaccinations
Employee discounts
Employee referral scheme
Company sick pay
On-site parking & accessible transport links
Ready to make a measurable impact on partner and student success? Join HEP and help shape the future of our university partnerships.
HEP is a Disability Confident and equal opportunity employer. HEP evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.
Director of Student & Customer Success in St Albans employer: Higher Ed Partners
Higher Ed Partners in the UK is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation thrives. With a hybrid work model, competitive benefits such as a company pension and sick pay, and a focus on improving student outcomes, this role provides a meaningful opportunity to make a significant impact while enjoying a supportive and collaborative environment.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Student & Customer Success in St Albans
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Higher Ed Partners. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Higher Ed Partners before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Director of Student & Customer Success in St Albans
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Higher Ed Partners:Your cover letter is your chance to shine! Tell us why you want to work at Higher Ed Partners specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Higher Ed Partners!
How to prepare for a job interview at Higher Ed Partners
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
