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For Companies At a Glance
- Tasks: Support students with their studies and provide guidance throughout their learning journey.
- Company: Join Kaplan Open Learning, a leader in online degree education transforming lives through innovative programmes.
- Benefits: Enjoy remote work options, 28 days annual leave, and discounts on Kaplan courses for you and your family.
- Why this job: Make a real impact by helping students succeed and enhancing their educational experience in a collaborative environment.
- Qualifications: An undergraduate degree is required; experience in higher education or customer service is a plus.
- Other info: Apply by 26th August 2025; early applications are encouraged as roles may close sooner.
The predicted salary is between 20700 - 30200 £ per year.
Job Description
Reference Number: JR249297
Location: Remote
Working Pattern: Full Time, 37.5 hours per week
Contract Type: Permanent
Number of roles: 1
Salary: £24,570 per annum
We are looking for a Student Support Adviser to join our team.
Role summary
As a Student Support Adviser, you will be joining a growing Student Support Team as the primary contact for our students.
You will provide our students with pastoral support from the point of enrolment and throughout their learning journey, offering a warm welcome and taking responsibility for planning their ongoing study. You will inform students of their progression options, monitor engagement to identify anyone who might be considered ‘at risk’, and explain complex policies and procedures affecting study, for example surrounding the impact of extenuating circumstances and module failure.
As the Student Support Adviser, you will:
- Act as the first point of contact for any non-academic queries.
- Provide advice and guidance relating to study choices e.g., module choices & study speed.
- Monitor student engagement in relation to their academic studies, including module & assessment engagement.
- Identify ‘at risk’ students, liaise with relevant departments to establish appropriate support mechanisms and formulate personalised contact plans.
- Provide encouragement for students to remain actively engaged with their studies through regular contact by phone and email, taking into consideration individual circumstances and academic profile.
- Supporting students at critical points during their studies, e.g., within the resubmission/induction period, with reassurance and guidance.
- Collaborate with the Academic & Quality Teams to identify and resolve any issues related to the academic journey, offering advice and guidance to students where needed.
- Create accessible materials aimed at providing additional support to students and enhance internal processes to better support students.
- Maintain and enhance overall student satisfaction and retention.
What you’ll bring to the role
This exciting opportunity requires applicants to have an undergraduate degree, and we would particularly welcome applications from candidates with a postgraduate qualification and/or experience of working in a higher education or customer-service environment.
Requirement specifics include:
- An undergraduate degree
- Excellent interpersonal and communication skills, including diplomacy and tact
- Experience of dealing with safeguarding concerns and/or wellbeing concerns.
- Ability to manage a busy workload to tight deadlines, with excellent organisation and attention to detail
- Evidence of initiative and problem-solving skills
- Excellent IT skills, particularly in Excel and Word
- A professional manner and an ability to handle sensitive information on occasion
- A desire to work in a highly collaborative environment
- A willingness to understand and adapt to new challenges
What we do
Kaplan Open Learning is one of the world’s largest and most experienced providers of online degree education. We currently work with two UK partner Universities to deliver undergraduate and postgraduate degree programmes. Our students complete their studies through online learning using our interactive virtual classroom with rich multi-media resources which provide a gateway to a learning community supported by a dedicated academic and professional services team.
Our mission is to continue to transform students’ lives and careers by delivering and expanding our suite of innovative, industry led and career enhancing higher education programmes.
What we offer
As well as a competitive salary, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:
- 28 days annual leave*
- Big discounts on Kaplan courses for you and your family
- 24/7 confidential helpline providing counselling and other support services
- Company pension contributions
- Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels
- Medicash Health Cash Plan
*Please note that the annual leave entitlement will be calculated on a pro rata basis if the role is part time.
How to apply
If this sounds like the kind of job you'd enjoy, please apply with your CV and Cover Letter no later than Tuesday 26th August 2025. Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist.
In your cover letter, please answer the following questions as part of your application to help us understand your motivation for applying for this role:
- Why do you feel you are the best candidate for this position? (100 words maximum).
- Tell us about your previous experience supporting students/clients/customers? (100 words maximum).
- Why are you passionate about supporting students in a Higher Education environment? (100 words maximum).
Please note that answering these questions is an integral part of the selection process, and we will not be able to consider applications without this information.
Initial interviews will be held via Teams. If successful, a second interview will be held in person at our Leeds office. Further details will be provided at the 1st interview.
Student Support Adviser employer: Kaplan
Contact Detail:
Kaplan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Student Support Adviser
✨Tip Number 1
Familiarise yourself with the specific challenges students face in online learning environments. Understanding their needs will help you demonstrate your empathy and ability to provide tailored support during interviews.
✨Tip Number 2
Showcase your communication skills by preparing to discuss how you've effectively engaged with students or clients in the past. Be ready to share examples of how you’ve handled sensitive situations with tact and professionalism.
✨Tip Number 3
Research Kaplan Open Learning and its mission to transform students' lives. Being able to articulate why you resonate with their goals will set you apart and show your genuine interest in the role.
✨Tip Number 4
Prepare for potential scenario-based questions during the interview. Think about how you would identify 'at risk' students and what strategies you would implement to support them effectively.
We think you need these skills to ace Student Support Adviser
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the role of a Student Support Adviser. Focus on your interpersonal skills, experience in higher education, and any customer service roles you've held.
Craft a Compelling Cover Letter: In your cover letter, directly address the questions posed in the job description. Clearly articulate why you are the best candidate, your previous experience supporting students or clients, and your passion for working in a higher education environment.
Showcase Relevant Skills: Emphasise your organisational skills, problem-solving abilities, and IT proficiency, particularly in Excel and Word. Provide specific examples of how you've used these skills in past roles to support students or manage workloads.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Kaplan
✨Show Your Passion for Student Support
Make sure to express your genuine enthusiasm for helping students. Share specific examples from your past experiences that highlight your commitment to supporting learners, especially in a higher education context.
✨Demonstrate Your Communication Skills
As a Student Support Adviser, excellent communication is key. Prepare to showcase your interpersonal skills by discussing how you've effectively communicated with students or clients in previous roles, particularly in sensitive situations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and how you would handle various student scenarios. Think of examples where you've identified 'at risk' individuals and the steps you took to support them.
✨Familiarise Yourself with Policies and Procedures
Brush up on common academic policies and procedures that affect students, such as extenuating circumstances and module failure. Being knowledgeable will help you answer questions confidently and demonstrate your readiness for the role.
