Pearson Retention Team Leader - University Partnerships in Melbourne, Australia

Retention Team Leader - University Partnerships

Description

Learning isn’t a destination, starting and stopping at the classroom door. It is a never-ending journey of discovery, challenge, inspiration and wonder. As the world’s leading learning company, we’re helping learners of all ages and stages across Australia reach their education goals, and find their way to a robust and fulfilling life.

We’re doing this by providing a comprehensive blend of digital learning formats, printed texts, educator training resources, assessments, services and online assets.

Based in stunning, heritage-listed offices in Melbourne's Docklands, you have everything at your door step, not to mention the easy 2 minute walk from Southern Cross Station.

We are looking for a Team Leader to provide operational leadership and to manage the daily performance and productivity of a team of Student Success Advisors within a growing outbound call centre.

As the successful candidate, you will be highly organised with the ability to provide structure to the team whilst remaining focused on achieving high results, and ensure the team are armed with the tools to provide students with information regarding university guidelines, policies and procedures and academic course requirements.

Ideally, you are a leader in services or retention and have demonstrated success in driving results using a combination of best practice and consultative techniques, and are able to impart this knowledge amongst the team.

In order to maintain (and improve) our high-performing culture you will provide daily coaching and mentoring to assist with sales excellence, and be proficient in designing efficient and innovative solutions to problems, making it easier for the team to deliver excellent results.

Qualifications

  • Substantial experience in a leadership role within a call-centre environment (mandatory)

  • Background in higher education administration or student support services (desirable)

  • Extensive experience in a service delivery role (mandatory)

  • Experience recruiting and on-boarding large volumes of new team members (critical)

  • Experience maintaining an ongoing training schedule for team members (critical)

  • Knowledge of, or experience in the education industry (advantageous)

  • Knowledge of, or experience in developing customer/student centric improvements (critical)

  • Proficiency with office tools including Microsoft and Google applications (mandatory)

If you are as passionate as we are about changing lives through learning, then help us to learn more about you and why you want to work with Pearson. Click ‘Apply Now’ to create your application online.

At Pearson, we value the employee journey and pride ourselves in building an inclusive and diverse culture.

#LI-DR1

Primary Location: AU-VIC-Melbourne

Work Locations: AU-Melbourne-707 Collins 707 Collins Street Goods Shed South Melbourne 3008

Job: Learning Delivery

Organization: Core

Employee Status: Fixed Term

Job Type: Standard

Shift: Day Job

Job Posting: Jan 8, 2019

Job Unposting: Ongoing

Schedule: Full-time Temporary

Req ID: 1816004

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.