Student Experience Specialist– On-site, St Albans
Salary: £29,000 – £35,000 DOE
Hours: Monday–Friday, 9:00–17:30
Do you have a passion for helping students succeed in higher education? Join HEP UK as a Student Experience Specialist and make a real impact on students' online learning journeys.
The Role
As a Student Experience Specialist, you'll support students of our UK Partner Universities from their first module enrolment to successful programme completion. You'll work closely with Enrolment Specialists and Contact Centre Management to motivate, engage, and guide your allocated student portfolio, ensuring high participation, retention, and satisfaction.
This role is central to delivering excellent customer service while supporting ongoing income generation through student engagement. You'll thrive if you're proactive, organised, and commercially aware, with the ability to manage your own pipeline and achieve targets.
What You'll Do
* Deliver personalised support to students via phone, email, and text.
* Execute contact strategies to improve retention, graduation rates, and student satisfaction.
* Monitor student progress, document interactions in Salesforce, and coordinate problem resolution.
* Reach out to inactive students to encourage re-entry and completion of their programmes.
* Support cross-functional teams and maintain strong strategic relationships with partner universities.
* Adhere to partner and organisational policies and regulatory standards.
About You
* 2+ years' experience in customer service or higher education (HE experience preferred but not essential).
* Strong communication skills, with the ability to manage high volumes of calls and emails.
* Adaptable in a fast-paced environment with excellent organisational skills.
* Comfortable using multiple CRM platforms, Microsoft Office, and communication systems simultaneously.
* Analytical, proactive, and committed to delivering exceptional student experiences.
Benefits
* 28 days annual leave increasing with tenure
* Performance-related pay – be rewarded for your impact
* Company pension – 6% employer contribution
* Employee discounts – including store discounts and exclusive HigherPerks deals
* Free flu jabs and gym membership
* Health & wellbeing programme – 24/7 Care and Connect support
* Subsidised On-site parking
* Referral programme – earn rewards for recommending talent
* Sick pay
If you're ready to make a difference in students' lives and grow your career in a supportive, student-focused environment, we want to hear from you
HEP is a Disability Confident and equal opportunity employer. HEP evaluates qualified applicants without regard to race, colour, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.