Pearson Student Success Advisor in Harlow, United Kingdom
Student Success Advisor
At Pearson, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
Why work for Pearon’s Online Programme Management Team?
This is an outstanding opportunity to be part of an innovative new online learning service that Pearson has launched in the UK. Working in partnership with leading UK universities across the country, the OPM teams provide online learning services including marketing, student recruitment, course content development, training and ongoing student support. As a start up hungry unit every member of our team responds positively to breaking new ground, and are willing to challenge current practice and to be challenged themselves.
The Student Success Team brief is to deliver best in class student support with the aim of achieving the highest levels of student satisfaction and retention from one module to the next. Our Student Success Advisors have the highly rewarding experience of becoming an extension of the university partnership they work with and being an expert in supporting students on the programmes they work with. As such the team is attractive to those people who want to work in a higher education environment, speak daily with students from around the globe and hear about their very interesting life stories and backgrounds.
About the job
Highly organised, you will be someone who enjoys working with people in a customer service/support capacity in a commercially focused environment. You will demonstrate a great customer service ethos, be an effective team player and be keen to achieve retention targets whilst delivering outstanding student support to 200 students.
Achieve personal annual and teaching period retention targets while maintaining a commitment to the ideal student experience
Achieve an on target positive Net Promoter Score from your student base ongoing
Maintain a careful balance between empathetic pastoral support and optimally covering the student base to ensure the highest retention from one module to the next
Assist students with the enrolment process and then throughout the entirety of their time on their chosen programme
Follow and help evolve best practice in activities such as engagement checks and calls, welcome calls and webinars, rapport calls, assessing risk factors and when to call versus email, etc.
Proactive communication with students utilising a variety of media: phone, email, SMS, etc.
Develop early student engagement with online tools and support services
Look for efficiencies to improve student retention and/or the student experience
Be a supremely positive advocate for change
Store student data accurately and efficiently on our Salesforce CRM system, with a view to reducing process for optimal productivity
Demonstrate our Company and OPM Values and act as a Brand Ambassador
Be an ambassador in representing the Student Success team on projects to evolve the team approach
Pearson is an equal opportunities employer. We do not discriminate against employees or job applicants and select the best person for each job based on relevant skills and experience.
We are also committed to building an accurate picture of the make-up of the workforce and encouraging equality and diversity.
The information you provide will stay confidential, and be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
What we are looking for in you
Experience in Customer Service or Student support
Account management experience in B2C or B2B environments where retention is the key performance indicator
An effective team player who is keen to drive their own success and the success of the students
Experience in developing customer/student centric process improvements
Data management and analytics skills
Excellent written and oral communications skills
An interest or knowledge of the Higher Education sector
Ability to work flexibly on a shift pattern and some weekend cover
More great things about working at Pearson:
We know you’ll work hard so we give a lot back with some of the best benefits in the business. There are a range of options and benefits, too many to list here, but when you join you can expect:
competitive starting salary
a starting holiday of 25 days increasing to 30, with options to flex up or down
an annual bonus based on company and individual performance
generous pension scheme - contributions are double matched by Pearson
stock purchase options
health plans, and an employee assistance programme for you and your family, to help balance work, family and personal life including flexible working, dental plans, cycle to work scheme and season ticket loans.
If we sound like a good match for you, or maybe for a friend, we’d love to receive an application. Find out more about how learning makes us, at www.pearson.com.
Primary Location: GB-GB-Harlow
Work Locations: GB-Harlow-Kao Park Kao Park Hockham Way Kao Two Harlow CM17 9SR
Job: Learning Delivery
Employee Status: Regular Employee
Job Type: Standard
Shift: Day Job
Job Posting: Nov 13, 2019
Job Unposting: Ongoing
Schedule: Full-time Regular
Req ID: 1914469
Pearson is an Equal Opportunity and Affirmative Action Employer and a member of E-Verify. All qualified applicants, including minorities, women, protected veterans, and individuals with disabilities are encouraged to apply.