Student Coach

Online Education Services (OES) is a purpose-driven organisation dedicated to transforming the lives of learners by expanding access to high-quality online education. We work in close partnership with universities and leading education providers across Australia and the United Kingdom, supporting the development of innovative, student-centred online programmes that make a genuine difference.

The Role

This is an opportunity to make a meaningful difference to students at the moments when the right support can have the greatest impact. As a Student Coach, you will help students feel confident, connected and capable throughout their learning journey — from accepting their offer and enrolling, through to progressing in their studies, completing their programme and preparing for what comes next. Through proactive outreach, thoughtful coaching conversations and practical guidance, you will help students overcome barriers, stay focused on their goals and get the most from their education.

You will have the opportunity to build trusted relationships with students through one-to-one coaching, virtual meetings, webinars and small-group workshops. Whether a student needs encouragement to take the next step in their enrolment, support to prepare for an assessment, help rebuilding confidence after an interruption to study, or clarity about their future career direction, you will be there to help them move forward. You will play an important part in shaping the student experience across the full lifecycle.

Your insight will help identify where students may be disengaging or facing challenges, allowing OES and its university partners to provide the right support at the right time. You will also work closely with Student Success, Academic Quality, Funding and partner university teams to make sure students receive joined-up, practical and compassionate support.

For the right person, this role offers genuine variety, purpose and development. You will strengthen your coaching expertise, gain experience across student engagement, retention, academic confidence and employability, and see the direct results of the support you provide. The work you do will help students remain engaged, achieve their goals and access the life-changing opportunities that education can bring.

You will report to the Academic Quality Manager and will be trusted to manage your own outreach caseload, follow through on actions and make a measurable difference to student outcomes. If you are an empathetic, proactive and organised person who enjoys helping others build confidence and succeed, this could be an exceptionally rewarding role.

What Success Looks Like

Within your first year, you will have built trusted and positive relationships with students across your caseload. Students will feel better informed, more confident and more connected to their studies because of the support you have provided. You will make a measurable contribution to improved enrolment completion, student engagement, assessment submission, retention and progression outcomes. Students who may otherwise have disengaged will be identified early and supported with practical, tailored interventions that help them return to study and move forward.

Over time, you will become a valued source of insight into the student experience. Your feedback will help OES and its university partners understand what students need, where barriers arise and how support can be improved. You will also work closely with colleagues across Student Support, Academic Quality and Careers teams to ensure students receive the right help at the right time.

Requirements

Essential Skills and Experience

• Experience in student support, coaching, mentoring or engagement roles.
• Strong interpersonal, motivational and coaching skills.
• Confidence delivering one-to-one phone-based and virtual coaching sessions.
• The ability to build rapport, inspire confidence and help students identify practical next steps.
• An empathetic, proactive and resilient approach to supporting students through challenges.
• Strong organisational skills, with the ability to manage a caseload and complete follow-up actions reliably.
• The ability to recognise when a student may need more specialist academic, welfare, funding or careers support, and to upscale or signpost appropriately.
• An understanding of employability, career progression or student development principles, which would be desirable.
• Experience using CRM systems; Salesforce experience would be an advantage.
• A highly motivated, student-centred approach and a commitment to delivering excellent support.

Key Responsibilities

• Deliver planned, proactive outreach to students at key points across their learning journey.
• Contact students by phone, SMS, email and virtual meetings to provide personalised coaching and support.
• Identify and engage students showing early signs of disengagement or non-participation.
• Manage your own outreach caseload and ensure all agreed follow-up actions are completed.
• Provide proactive coaching to students who have accepted an offer but have not yet completed enrolment.
• Help students understand enrolment requirements and work through barriers that may be preventing them from progressing.
• Provide targeted support ahead of key assessment periods.
• Monitor engagement indicators and intervene proactively when students may be at risk of withdrawal or failure.
• Help students connect their studies to longer-term career aspirations and professional goals.
• Work towards agreed KPIs, including retention and progression targets.

Benefits

• Global organisation focused on growth, with lots of opportunities for our employees.
• Engaging and vibrant organisational culture.
• 35-hour working week within a flexible working environment.
• Career-life fit, with a strong health and wellbeing focus.
• 25 days of annual leave plus bank holidays.
• A strategy built on respect, honesty and diversity.
• Continuous improvement through challenging and meaningful work.
• A high-growth industry with strong partner and shareholder backing.

Why Join OES?

• Your work will directly support learners in accessing and succeeding in life-changing education.
• Be part of something bigger with the opportunity to contribute to a purpose-led organisation.
• This role offers broad experience across student coaching, engagement, retention, academic confidence and employability.
• We foster a collaborative and inclusive culture where diverse perspectives are welcomed.
• Our Birmingham office is based in the heart of a vibrant, well-connected city.