ROLE PURPOSE:
This is an operational, customer service-focused role, leading a team of Student Retention Officers who work with students to identify and remove barriers to learning. You will ensure your team is passionate about student success and takes ownership of resolving student issues. Additionally, you will collaborate with a specific faculty and GBS support teams to establish effective operational processes for timely student support.
Please note:
* This is a 12-month FTC maternity cover.
* This role does not support eligible sponsorship.
ROLE AND RESPONSIBILITIES:
* Ensure operational processes are strong, effective, and continuously improved.
* Coach and mentor staff, supporting their communication and problem-solving skills, including phone manner.
* Lead your team to meet their KPIs and deliver high performance.
* Manage team workload and workflow to ensure operational excellence.
* Provide weekly performance updates and improvement plans.
* Build and maintain strong relationships with faculties and support teams.
* Ensure your team understands the rules, regulations, and support offerings relevant to their faculty, helping students maximize these resources.
ESSENTIAL SKILLS AND EXPERIENCE:
* Degree-level education or equivalent experience in an operational or customer service role.
* Excellent written and oral communication skills.
* Relevant operational/customer service experience demonstrating impact.
* High computer literacy, proficient in Excel, with quick learning ability.
* Experience with new IT platforms.
* Proven ability to develop and lead high-performing teams.
* Coaching and mentoring skills.
* Process mapping and continuous improvement experience.
* Ability to generate, analyze reports, and develop action plans based on data.
OTHER INFORMATION:
* Demonstrate commitment to GBS values, regulations, and equal opportunities policies.
* Contribute to GBS’s Social, Economic, and Environmental responsibilities, minimizing environmental impact and supporting the Environmental Policy.
* Uphold health and safety responsibilities to maintain a safe environment for staff, students, and visitors.
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