ROLE PURPOSE:
This is an operational, customer service focused role, in which you will lead a team of Student Retention Officers who will work with students to identify and remove barriers to learning. You will be responsible in ensuring your team are passionate about the success of their students, and have high levels of ownership when it comes to identifying and resolving problems for students. You will also work with a specific faculty and the various GBS support teams to ensure strong operational processes exist to deliver timely support for students once their needs have been identified.
Please note:
* This is a 12 Month FTC Maternity Cover
* This role is not for eligible sponsorship!
ROLE AND RESPONSIBILITIES:
* Ensure strong and effective operational processes are in place, identifying and improving them where necessary
* Coaching and mentoring staff, including supporting their communication style and problem solving ability, including providing support on phone manner
* Be an effective team leader, working to ensure your team deliver on their KPIs
* Be their first point of contact for the operational activities, managing the workload of your team and directing workflow to ensure high levels of operational delivery
* Provide weekly updates on performance, alongside plans to address areas of weakness • Build strong relationships with faculties and support teams
* Ensure you and your team have a full knowledge of the rules and regulations of your faculty and the support offer at GBS, and ensure that your teams work with students to enable them to take full advantage of this.
ESSENTIALSKILLS AND EXPERIENCE:
•Educated to degree level or equivalent experience in an operational or customer service focused role
• Excellent written and oral communication skills
• Relevant experience and the ability to demonstrate the impact in an operational/customer service focused role
• High levels of computer literacy and proficiency in Excel and an ability to learn quickly
• Experience working with and learning new IT platforms
• The ability to develop and lead high performing teams, and experience managing these teams
• Coaching and mentoring skills
• The ability to demonstrate process mapping or continuous improvement skills
• The ability to generate and analyse reports, coming up with actions plans in order to impact data
OTHER INFORMATION
The candidate will also be expected to demonstrate their commitment:
* to GBS values and regulations, including equal opportunities policy.
* the GBS’s Social, Economic and Environmental responsibilities and minimise environmental impact in the performance of the role and actively contribute to the delivery of GBS’s Environmental Policy.
* to their Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus.
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