Student Coach in Birmingham

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.

This is much more than a reactive support role. 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.

Essential Skills and Experience

We are looking for someone with experience in student support, coaching, mentoring or engagement roles. Experience in higher education would be an advantage, but we are equally interested in people with the right coaching mindset and a genuine commitment to student success. You will be confident communicating with people from a wide range of backgrounds and able to build rapport through phone-based, virtual and written interactions. You will also bring:

• 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 elevate 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, including offer acceptance, enrolment, pre‑commencement, early study, assessment periods, re‑enrolment, progression and graduation
• 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
• Record student engagement activity accurately and promptly in Salesforce

Enrolment Support and Conversion Coaching

• 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
• Work closely with Student Success Advisors to identify and support students at risk of non‑enrolment
• Contribute to enrolment conversion and onboarding engagement targets

Assessment Readiness and Academic Confidence

• Provide targeted support ahead of key assessment periods, including reminders, milestone check‑ins, study planning and time‑management coaching
• Deliver one‑to‑one coaching for students at risk of non‑submission or disengagement
• Help students build academic confidence, resilience and effective online study habits
• Deliver webinars and workshops on topics such as online study skills, assessment preparation, academic integrity and returning to study after interruption
• Escalate academic or welfare concerns to the appropriate teams where required

Retention and Progression Support

• Monitor engagement indicators and intervene proactively when students may be at risk of withdrawal or failure
• Create structured, practical intervention plans to support at‑risk students
• Help students returning from a Leave of Absence to re‑engage successfully with their studies
• Work collaboratively with Academic Quality, Student Support and Funding teams to coordinate holistic support
• Contribute to retention and progression campaigns designed to improve student outcomes

Careers Awareness and Student Development

• Help students connect their studies to longer‑term career aspirations and professional goals
• Provide coaching conversations that support goal setting, confidence building, career planning and personal development
• Promote relevant university careers services, employability resources and professional development opportunities
• Support final‑stage students as they prepare for graduation and their next steps
• Signpost students to relevant internal or external careers support services where appropriate

Performance and Continuous Improvement

• Work towards agreed KPIs, including retention and progression targets, assessment submission rates, enrolment conversion, student engagement, satisfaction and career‑readiness indicators
• Monitor the effectiveness of your interventions and demonstrate measurable impact across your caseload
• Contribute to reporting on coaching activity, student feedback and outcomes
• Share student insight with colleagues to support continuous improvement in the student experience

Why Join OES?

• Make a real impact: Your work will directly support learners in accessing and succeeding in life-changing education.
• Be part of something bigger: OES is backed by the global scale and innovation of the SEEK Group.
• Grow with us: This role offers broad experience across student coaching, engagement, retention, academic confidence and employability.
• A workplace that values you: We foster a collaborative and inclusive culture where diverse perspectives are welcomed and people are encouraged to thrive.
• Birmingham City Centre location: Our Birmingham office is based in the heart of a vibrant, well‑connected city, offering an accessible and enjoyable place to work.