Student Success Manager in London

The Student Success Manager is responsible for leading the College's student success strategy, with a focus on improving student retention, continuation, progression and completion across all programmes. The post holder takes an evidence-based, proactive approach to identifying students at risk of disengagement or non‐continuation, coordinating timely and effective interventions that support students to achieve their academic and personal goals.

This role is central to the College's obligations under OfS conditions of registration, particularly Condition B3, which requires registered providers to deliver positive outcomes for all students including continuation, completion and progression to employment or further study. The Student Success Manager works closely with the Dean, Data Analyst and academic teams to ensure student outcomes data is translated into meaningful action, and that the College can demonstrate a robust and effective student success framework to the OfS and in TEF submissions.

Key Responsibilities

• Student Retention & Continuation
  • Lead the College's student retention strategy, developing proactive approaches to identifying and supporting students at risk of withdrawal or non‐continuation.
  • Monitor attendance, engagement and academic performance data, working with academic and support teams to intervene early where concerns are identified.
  • Manage a caseload of at‐risk students, providing personalised support, action plans and referrals to specialist services as appropriate.
  • Track and report on retention and continuation rates against institutional targets and OfS B3 condition requirements, escalating concerns to the Dean or Accountable Officer as needed.
• Student Outcomes & OfS Compliance
  • Ensure the College meets its obligations under OfS Condition B3 in relation to student continuation, completion and progression outcomes.
  • Work with the Data Analyst to monitor and analyse student outcome data including continuation, achievement, attainment gaps, and graduate progression, identifying trends and areas for improvement.
  • Contribute evidence and analysis on student outcomes to TEF submissions, OfS reportable events and regulatory reviews as directed.
  • Support the development and delivery of the College's Access and Participation Plan (APP) objectives, with a focus on closing attainment and continuation gaps for under‐represented groups.
  • Maintain accurate records of student interventions, outcomes and support activity to ensure the College can demonstrate impact to the OfS, auditors and governing body.
• Student Support & Wellbeing
  • Act as a first point of contact for students experiencing academic difficulty, personal challenges or transitions, providing guidance, coaching and referral to appropriate support services.
  • Work collaboratively with safeguarding leads, mental health and wellbeing services, disability support and financial guidance teams to ensure holistic and joined‐up student support.
  • Ensure student support processes are inclusive, accessible and sensitive to the diverse needs of the student population, including mature students, international students and those with protected characteristics.
  • Contribute to the Fitness to Study process, supporting the Dean and relevant committees in cases where a student's capacity to engage with their studies is in question.
• Academic & Personal Tutoring
  • Oversee and coordinate the College's personal tutoring framework, ensuring academic staff are supported in their pastoral responsibilities and that students have meaningful access to academic guidance.
  • Develop and deliver training and guidance for academic staff on identifying and responding to student support needs.
  • Ensure the personal tutoring system is integrated with student success monitoring, so that early warning data informs tutorial conversations and interventions.
• Data, Reporting & Continuous Improvement
  • Produce regular reports on student success metrics for the Dean, SMT and Academic Board, including retention, continuation, attainment gaps and intervention outcomes.
  • Use data to evaluate the effectiveness of student success initiatives and recommend improvements to policy, practice and provision.
  • Maintain up‐to‐date knowledge of sector developments in student success, including OfS regulatory updates, TEF criteria changes and best practice in retention and intervention.
  • Contribute to the College's quality assurance processes, providing student success evidence for annual monitoring, enhancement planning and external reviews.
• Stakeholder Engagement & Collaboration
  • Build effective working relationships with academic staff, programme leads, the Dean, CFOO and student services teams to ensure a joined‐up approach to student success.
  • Engage with the student body to understand barriers to success and co‐develop initiatives that improve the student experience and outcomes.
  • Liaise with external partners, employers and progression destinations to support student transitions and employability outcomes.
  • Represent the College's student success agenda at relevant internal committees and external networks as required.

Requirements

• Essential
  • Degree-level education or equivalent professional experience in a student‐facing, advisory or support role within higher or further education.
  • Demonstrable experience of working with students in a support, guidance or case management capacity, with evidence of positive impact on student outcomes.
  • Good working knowledge of the OfS regulatory framework, particularly Condition B3 (continuation, completion and progression) and the TEF student outcomes criteria.
  • Strong data literacy — ability to interpret and act on student outcome and engagement data to drive evidence‐based intervention.
  • Experience of working collaboratively across academic and professional services teams in a higher education environment.
  • Excellent interpersonal and communication skills with the ability to engage effectively with students from diverse backgrounds.
  • Highly organised with the ability to manage a caseload, competing priorities and reporting deadlines.
• Desirable
  • Experience contributing to Access and Participation Plan delivery or attainment gap initiatives.
  • Familiarity with student record or CRM systems such as SITS, Salesforce or equivalent.
  • Coaching, counselling or mental health first aid qualification.
  • Knowledge of safeguarding frameworks, Fitness to Study processes or student disciplinary procedures in a HE context.
  • Experience preparing student outcome evidence for TEF submissions or OfS regulatory reviews.

The role requires adherence to safeguarding, Prevent duty and data protection policies. The post holder may occasionally be required to work outside of standard hours to support student‐facing events, induction activities or retention initiatives. Additional responsibilities may be reasonably assigned in support of the College's student success and OfS compliance objectives. An enhanced DBS check will be required prior to appointment. Completion of mandatory safeguarding training is required upon appointment and must be kept current.