Key Facts

Remote From:

India

Full time

Entry-level / graduate

English

Hard Skills

Student Services Microsoft Dynamics CRM Conflict Resolution

Other Skills

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Professional Communication
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Time Management
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Social Skills
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Teamwork
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Problem Solving
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Punctuality

Roles & Responsibilities

Experience in student support or a similar role
Strong communication skills
Ability to work collaboratively with various teams
Knowledge of student-facing policies

Requirements:

Contact students regarding assessment deadlines and track submissions
Monitor attendance and support non-attending students
Resolve student queries within 48 hours
Record all issues and communications in the CRM

Regent College London

About Regent College London

Regent College London is at the forefront of industry-aligned higher education in the UK, celebrated for our vibrant, inclusive community and commitment to student success. We pride ourselves on our excellent success rates and our proactive approach to learning and education. At Regent, you will embark on an educational journey in a dynamic environment designed to elicit your full potential. Our team of devoted professionals prioritises student welfare and academic excellence, ensuring a supportive and enriching experience throughout your studies. Our Programmes Include: - Higher National Diplomas (HNDs) - Foundation Degrees and Year Routes - Bachelor’s Degrees - Top-Up Degrees - Master’s Degrees Fields of Study: - Business Management - Computing - Engineering - Health & Sports Science - Law What makes us different: - Multiple study locations across London - Flexible study schedules including day, evening, and weekend classes - Comprehensive support with student loans Join us to advance your career with a qualification that meets the demands of today’s industries.

Founded: 2018

Company size: 201 - 500

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Job description

Job title	STUDENT SUCCESS OFFICER
School	N/A
Location	Remote
Responsible to	Team Leader
Responsible for	Students

JOB DESCRIPTION

Overall purpose

Working in partnership with Academic Support Officers, Student Finance Officers and other colleagues, Student Success Officers are responsible for providing day-to-day advice and support about all aspects of students’ learning experiences to approximately 250 students in a HUB.

Specific duties and responsibilities

To contact students a fortnight before all assessment deadlines to remind them about those deadlines, and to track submissions rates daily until the submission and late submission deadlines pass.
To monitor students’ attendance at timetabled teaching sessions and contact students who do not attend.
To familiarise themselves with the College’s student-facing policies– including about complaints and appeals, mitigating circumstances, academic misconduct, and assessment – to make sure the advice and support they give to students is consistent with these policies.
To receive and resolve queries from students within 48 hours, providing advice and guidance according to the

College’s approved policies.

To liaise with other colleagues as necessary to determine the appropriate advice and support for students, including:
- Academic Support Officers (ASO), for all academic related issues.
- Student Finance Officers (SFO), for all queries related to Student Finance England Loans, payment schedules, grants, fees, bursaries, hardship funds.
- Head of Student Success, for student suspensions and withdrawals, concerns about the role of the SSOs, observations regarding HUB-wide behaviours or issues, or any other particularly complex, contentious, or urgent issues.
- Registry team, for Unit -E data related issues, marks, grades, finishing times, cohort information, etc.
- Attendance team, to ensure students are assisted on time with accurate information & guidance, and to respond to ongoing attendance issues.
To identify and refer students in need of specialist support to the relevant support service, including Student Wellbeing and academic skills support.

To use the CRM to record all issues raised by students and track response times.
To answer incoming calls within 3 rings through 3CX. The 3CX app must be logged in during working hours.
To answer internal and external emails punctually, if required by return.
To treat every student’s query with the utmost courtesy and urgency (and sensitivity, where appropriate), providing first-class service until the query is resolved.
To communicate with students in a professional and formal manner.
To invigilate Click English Tests according to the assigned schedule as requested.

To attend:

Weekly HUB management meetings, using the HUB report to track the progress of individual students, identifying where interventions need to be made.
Daily Submissions follow up meetings, to monitor submission of students’ assessments.
Daily meetings of all SSOs, to raise and discuss issues of mutual interest and/or issues impacting more than one HUB.

Shifts:

To work as per the shifted Rota 9am to 6pm & 10 am to 7pm as per UK timings.
To work on Saturdays as per the team Rota.
To work on all UK operating days.

Key Performance Indicators

Student satisfaction Rating.
Call rate performance.
Punctuality, discipline, and work ethics (working relationship)
Quality of the work process.
HUB management.

The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the SSO from time to time; and the scope of the job may change as necessitated by business demands.

Compliance Statement

Successful applicants will be required to complete pre-employment checks, including a criminal records check, two references, ID and Right to Work verification, and education confirmation. We are an equal opportunity employer and value diversity and inclusion, selection for employment is based solely on an individual’s skills, qualifications, and experience relevant to the role.

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