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- Tasks: Inspire and support students through their educational journey with proactive engagement.
- Company: Join a dynamic team dedicated to student success and retention.
- Benefits: Enjoy flexible hours, generous holidays, and a supportive work environment.
- Other info: Work from home with occasional office visits and excellent career growth opportunities.
- Why this job: Make a real difference in students' lives while developing your skills.
- Qualifications: Strong communication skills and a passion for education are essential.
The predicted salary is between 30000 - 30000 £ per year.
Are you ready to inspire students to achieve their educational goals and aspirations? Do you have exceptional organisation and rapport building skills? Have you got a determined and proactive approach to problem solving and student engagement? Then apply for our Enrolment Retention and Support Officer role.
Location: Home based (may require occasional attendance at London office). Salary: up to £30k. Contract: Permanent, full time. Flexible hours, may include early evening and Saturdays.
Role Overview
The Enrolment Support and Retention Officer will work closely with the Head of Enrolments and relevant internal teams to provide high‑quality learner support from enrolment through to completion. The role is responsible for supporting prospective and current students throughout the enrolment, onboarding and progression journey, with a particular focus on student engagement, retention, re‑engagement, and successful continuation in study.
Key Responsibilities
- Support prospective and current learners throughout the enrolment process, providing clear guidance on courses, requirements, and next steps.
- Promote student retention by proactively engaging learners to ensure timely payment of course and module fees in line with targets and KPIs.
- Monitor learner engagement and identify individuals at risk of withdrawal and maintain tracking.
- Escalate concerns appropriately in line with student engagement, withdrawal and retention processes.
- Manage shared inboxes in line with enrolment team SLAs and KPIs.
- Triage and assign incoming emails and tasks accurately in line with enrolment team SLAs and KPIs.
- Triage and assign incoming SMS and WhatsApp accurately in line with KPIs and SLAs.
- Track task allocation and monitor overdue task lists with regard to high priority.
- Provide frontline support via inbound calls during green time and other times as directed by line manager in line with business need.
- Maintain accurate learner records by ensuring notes are created on HubSpot deals and leads from all correspondence and ensuring GDPR compliance.
- Support onboarding activities and registration as per business need.
- Contribute to continuous improvement of processes.
- Telephone, email, chat and WhatsApp contact with prospective students, engaging with them to understand their educational goals and aspirations.
- Provide consultative support to guide students in selecting relevant Walbrook programmes aligning with their career objectives.
- Assist existing students by providing support in conjunction with student support teams, ensuring a positive student experience.
- Develop and maintain a deep understanding of Walbrook’s products and services to communicate their benefits to prospective students.
- Update and maintain accurate records in the CRM system to track interactions, progress and follow‑up actions with leads.
- Achieve individual and team retention targets while maintaining a high level of customer satisfaction.
- Demonstrate excellent communication skills, both verbal and written, to build rapport with students and address their enquiries.
Skills and Qualifications
- A dynamic individual with a consultative sales background and passion for education.
- Experience in customer service is desirable.
- Exceptional communication and interpersonal skills.
- Attention to detail.
- A proactive approach to student engagement and problem‑solving.
Lifestyle
- Company pension plan
- Private medical insurance
- Life insurance
- Perkbox membership
- Life Balance
- Work Your Way – flexibility that works for you
- Generous holiday entitlements, increasing with length of service
- Excellent maternity & paternity policies
- Volunteering days
- Birthday day off
Wellbeing & Support
- Wellbeing Group programmes
- Twice a year "wellbeing pass" to allow time for yourself
- Employee Assistance Programme (EAP)
Closing date: 17 May 2026.
Enrolment Retention and Support Officer employer: Walbrook Institute London
Contact Detail:
Walbrook Institute London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Enrolment Retention and Support Officer
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to student engagement and retention. We recommend role-playing with a friend to boost your confidence and refine your answers.
✨Tip Number 3
Show your passion for education during interviews. Share personal stories about how you've helped others achieve their goals, as this aligns perfectly with the role of Enrolment Retention and Support Officer.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows you’re serious about joining our team.
We think you need these skills to ace Enrolment Retention and Support Officer
Some tips for your application 🫡
Show Your Passion for Education: When writing your application, let your enthusiasm for helping students shine through. We want to see how you can inspire and support learners in achieving their goals, so share any relevant experiences that highlight your passion for education.
Be Organised and Detail-Oriented: Make sure your application is well-structured and free of errors. We appreciate attention to detail, so double-check your spelling and grammar. A tidy application reflects your organisational skills, which are key for this role!
Highlight Your Communication Skills: Since you'll be engaging with students through various channels, it's important to showcase your communication abilities. Use clear and concise language in your application, and consider including examples of how you've successfully built rapport with others.
Apply Through Our Website: We encourage you to submit your application directly through our website. This ensures that we receive all the necessary information and helps us keep track of your application. Plus, it shows you're proactive and keen to join our team!
How to prepare for a job interview at Walbrook Institute London
✨Know Your Stuff
Make sure you have a solid understanding of the role and the company. Familiarise yourself with Walbrook’s products and services, as well as their approach to student engagement and retention. This will help you answer questions confidently and show that you're genuinely interested.
✨Showcase Your Communication Skills
As an Enrolment Retention and Support Officer, communication is key. Prepare examples of how you've built rapport with students or clients in the past. Be ready to demonstrate your verbal and written communication skills during the interview, as this will be crucial for the role.
✨Be Proactive in Problem Solving
Think of specific instances where you've tackled challenges head-on. Whether it was resolving a student's issue or improving a process, having these examples ready will highlight your proactive approach and determination, which are essential for this position.
✨Engage with Enthusiasm
During the interview, express your passion for education and helping students achieve their goals. Show enthusiasm for the role and the impact you can make on learners' lives. This positive energy can set you apart from other candidates and resonate well with the interviewers.