Student Support Adviser
Employer: Kaplan International
Location: This will be a remote working role, consisting primarily of working remotely from your home address. From time to time there may be a requirement to travel to fulfil the performance of your duties and meet the requirements of the role – travel costs will be reimbursed in line with our expenses policy.
Working hours: Full Time, 37.5 hours per week
Salary: £24,570 per annum
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We are looking for a Student Support Adviser to join our team.
Role summary
As a Student Support Adviser, you will be joining a growing Student Support Team as the primary contact for our students.
You will provide our students with pastoral support from the point of enrolment and throughout their learning journey, offering a warm welcome and taking responsibility for planning their ongoing study. You will inform students of their progression options, monitor engagement to identify anyone who might be considered ‘at risk’, and explain complex policies and procedures affecting study, for example surrounding the impact of extenuating circumstances and module failure.
As the Student Support Adviser, you will:
Act as the first point of contact for any non-academic queries.
Provide advice and guidance relating to study choices e.g., module choices & study speed.
Monitor student engagement in relation to their academic studies, including module & assessment engagement.
Identify ‘at risk’ students, liaise with relevant departments to establish appropriate support mechanisms and formulate personalised contact plans.
Provide encouragement for students to remain actively engaged with their studies through regular contact by phone and email, taking into consideration individual circumstances and academic profile.
Supporting students at critical points during their studies, e.g., within the resubmission/induction period, with reassurance and guidance.
Collaborate with the Academic & Quality Teams to identify and resolve any issues related to the academic journey, offering advice and guidance to students where needed.
Create accessible materials aimed at providing additional support to students and enhance internal processes to better support students.
Maintain and enhance overall student satisfaction and retention.
A detailed job description can be viewed here. If the link does not work for you, please copy and paste the following URL into your web browser: https://tinyurl.com/568hwb4w
What you’ll bring to the role
This exciting opportunity requires applicants to have an undergraduate degree, and we would particularly welcome applications from candidates with a postgraduate qualification and/or experience of working in a higher education or customer-service environment.
Requirement specifics include:
An undergraduate degree
Excellent interpersonal and communication skills, including diplomacy and tact
Experience of dealing with safeguarding concerns and/or wellbeing concerns.
Ability to manage a busy workload to tight deadlines, with excellent organisation and attention to detail
Evidence of initiative and problem-solving skills
Excellent IT skills, particularly in Excel and Word
A professional manner and an ability to handle sensitive information on occasion
A desire to work in a highly collaborative environment
A willingness to understand and adapt to new challenges
What we do
Kaplan Open Learning is one of the world’s largest and most experienced providers of online degree education. We currently work with two UK partner Universities to deliver undergraduate and postgraduate degree programmes. Our students complete their studies through online learning using our interactive virtual classroom with rich multi-media resources which provide a gateway to a learning community supported by a dedicated academic and professional services team.
Our mission is to continue to transform students’ lives and careers by delivering and expanding our suite of innovative, industry led and career enhancing higher education programmes.
What we offer
As well as a competitive salary, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:
28 days annual leave*
Big discounts on Kaplan courses for you and your family
24/7 confidential helpline providing counselling and other support services
Company pension contributions
Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels
Medicash Health Cash Plan
*Please note that the annual leave entitlement will be calculated on a pro rata basis if the role is part time.
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