Student Retention Officer

Department: Retention

Location: London, Birmingham, Leeds or Manchester (On-Site)

Type of Contract: Permanent / Full-Time 

Salary: £30,000 Per Annum

Our Vision: Changing Lives through Education

The Role: You will be responsible in maintaining strong relationships with students and work with them to identify their barriers to learning and help support and resolve them.
This is an operational role which requires excellent customer service/communication skills, the ability to build strong relationships with students and colleagues, a high level of passion and care for your students and a proactive, problem-solving mindset.

Please Note: this role is not eligible for sponsorship!

What the role involves:

• Develop strong relationships with your students, communicating with them face to face, over the phone and through various other communication methods
• Ensure you proactively identify issues and continue to work on them for your students until they are resolved, developing and delivering proactive and bespoke plans to support students
• Develop a broad, deep knowledge of the rules and regulations of your faculty, and to fully understand the support offer at GBS and to ensure your students take full advantage
• Assist with the collection of operational data, and to proactively work to improve KPI performance
• Adapt to the needs of a busy operational environment, providing support to your team and other key teams as and when it is appropriate
• Be committed to a culture of continuous improvement and entrepreneurship, in line with GBS values

About you:

• Educated to degree level or have equivalent experience and evidence of impact in a busy operational/customer service type role
• Strong communication skills both in writing, over the phone and in person
• Ability to plan and prioritise effectively to achieve department and individual objectives, work collaboratively in a team and build and maintain positive relationships with students.
• High level of computer literacy and proficiency in Microsoft Excel and computer/data management systems, or a demonstrated ability to pick up these skills quickly.
• Ability to work well as part of a team, and contribute positively to team culture
• Demonstrate a passion for your students, and a strong desire to adapt and improve in order to achieve objectives and KPIs.

What we offer:

• 25 days annual leave, plus 8 public holidays
• 1-day extra leave per year of service, up to a maximum of 5 days
• Workplace pension scheme
• Tuition reimbursement for career development courses
• Flexible Benefits: Cycle to Work, Workplace Nursery, Techscheme and much more
• Perks@Work discounts platform, wellbeing centre and much more
• Reward and recognition programme
• £500 award employee referral scheme
• Discretionary annual performance bonus 

“GBS has been a good place for professional growth. I have received great support from managers and colleagues who have encouraged me to develop new skills and take on more senior roles. Their mentorship has been invaluable to help me advance in my career.”

— Barbara Vargas (Professional Services Employee)