Student Relationship Manager
- Employer
- Page Personnel
- Location
- London
- Salary
- £31000 - £34000/annum
- Closing date
- 3 Dec 2021
View more
- Job Sector
- Administration
- Contract Type
- Permanent
- Hours
- Full Time
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The Student Relationship Manager has responsibility for ongoing support of University of London Worldwide students studying as web-supported learners. This position is the first point of contact for students to guide them through the administration of their studies, their learning environment, supporting delivery of the programme along with Online Tutors
Client Details
A large University in London
Description
Provide authoritative advice and consultation relating to support services the University programme offers.
2. Manage communication and utilise Tools to interact with student body: Enquiry management system, live-chat, proactive messaging, virtual learning tools/forums.
3. Advise new and continuing students on a variety of issues affecting their education such as registration and enrolment, policies and procedures, degree requirements, administrative issues, personal issues affecting studies, withdrawal and readmissions.
4. Interpret University of London Worldwide policies and advise students on student conduct, student grievances, disputes, and any issues regarding discrimination.
5. Ensure students are kept informed of relevant information related to the programme through one-on-one and group advising, workshop presentations, emails, portal, and the website.
6. Encourage students to support each other in their studies.
7. Plan and conduct agreed tutor-student intervention points, workshops and orientations for students on the programme.
8. Identify students who are 'at risk', follow through, and track the progress of students through their session of study.
9. Provide case management to students who are unable to meet their educational requirements from the programme.
Internal and Stakeholder Communication
10.
Review students' progress and advise students and University stakeholders on requirements for degree/programme completion.
11. Identify students with progression problems and recommend or implement interventions to Online Tutors.
12. Liaise with Online Tutors, posting topics on discussion forums, organising diaries for tutors to be available at set times, escalating key academic concerns. Arranging regular update meetings
13. Maintain a network among staff in student services and beyond; present a positive and professional image when speaking with colleagues, prospective and current students, parents, and the public.
14. Liaise with the Module Leader for the Module review process for each session of study
15. Liaise with Advisors in known teaching Institutions to manage intervention and support of our student.
16. Provide regular updates to the Head of Student Relationship Team and feedback any issues
Profile
Essential:
· Previous experience in a customer service/ advisor/ counsellor capacity.
· Previous experience or other demonstrable ability to be immediately effective in
undertaking work in a busy and challenging environment, including generation of own
correspondence.
· Excellent communication skills to fully engage with students and liaise with Online Tutors to
deliver a high level student experience.
· An understanding of the need to adopt a friendly, welcoming, helpful and sympathetic
manner and the ability to deal effectively, easily and confidently with individuals at all levels
and from a variety of backgrounds, whether by phone, in writing or in person.
· Excellent interpersonal skills with the ability to relate to students personally and
appropriately advocate for their needs and concerns.
· Excellent problem solving skills with the ability to assess individual needs and provide useful
assistance in resolving problems and goal setting.
· A very confident and assured team player who demonstrates passion about delivering an
exceptional standard of customer service.
· Ability to meet deadlines and handle pressure appropriately.
· A strong personal commitment to the provision of a quality service
· Discretion and diplomacy in the handling of confidential/sensitive data.
· An understanding of working with a diverse student body and environment with the ability
to interpret complex policies and requirements
Job Offer
Permanent position
Client Details
A large University in London
Description
Provide authoritative advice and consultation relating to support services the University programme offers.
2. Manage communication and utilise Tools to interact with student body: Enquiry management system, live-chat, proactive messaging, virtual learning tools/forums.
3. Advise new and continuing students on a variety of issues affecting their education such as registration and enrolment, policies and procedures, degree requirements, administrative issues, personal issues affecting studies, withdrawal and readmissions.
4. Interpret University of London Worldwide policies and advise students on student conduct, student grievances, disputes, and any issues regarding discrimination.
5. Ensure students are kept informed of relevant information related to the programme through one-on-one and group advising, workshop presentations, emails, portal, and the website.
6. Encourage students to support each other in their studies.
7. Plan and conduct agreed tutor-student intervention points, workshops and orientations for students on the programme.
8. Identify students who are 'at risk', follow through, and track the progress of students through their session of study.
9. Provide case management to students who are unable to meet their educational requirements from the programme.
Internal and Stakeholder Communication
10.
Review students' progress and advise students and University stakeholders on requirements for degree/programme completion.
11. Identify students with progression problems and recommend or implement interventions to Online Tutors.
12. Liaise with Online Tutors, posting topics on discussion forums, organising diaries for tutors to be available at set times, escalating key academic concerns. Arranging regular update meetings
13. Maintain a network among staff in student services and beyond; present a positive and professional image when speaking with colleagues, prospective and current students, parents, and the public.
14. Liaise with the Module Leader for the Module review process for each session of study
15. Liaise with Advisors in known teaching Institutions to manage intervention and support of our student.
16. Provide regular updates to the Head of Student Relationship Team and feedback any issues
Profile
Essential:
· Previous experience in a customer service/ advisor/ counsellor capacity.
· Previous experience or other demonstrable ability to be immediately effective in
undertaking work in a busy and challenging environment, including generation of own
correspondence.
· Excellent communication skills to fully engage with students and liaise with Online Tutors to
deliver a high level student experience.
· An understanding of the need to adopt a friendly, welcoming, helpful and sympathetic
manner and the ability to deal effectively, easily and confidently with individuals at all levels
and from a variety of backgrounds, whether by phone, in writing or in person.
· Excellent interpersonal skills with the ability to relate to students personally and
appropriately advocate for their needs and concerns.
· Excellent problem solving skills with the ability to assess individual needs and provide useful
assistance in resolving problems and goal setting.
· A very confident and assured team player who demonstrates passion about delivering an
exceptional standard of customer service.
· Ability to meet deadlines and handle pressure appropriately.
· A strong personal commitment to the provision of a quality service
· Discretion and diplomacy in the handling of confidential/sensitive data.
· An understanding of working with a diverse student body and environment with the ability
to interpret complex policies and requirements
Job Offer
Permanent position
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