Job Position: Student Success Advisor

Division: Virtual Learning- Pearson Online Learning Services

Job Grade: B2

Location: Noida, India

Why Pearson

Pearson is a global education company that helps people around the world to make progress in their lives through learning. With a rich heritage that combines 150 years of experience in publishing with the latest learning technology and digital services, we help people to learn whatever, wherever and however they choose. We are now transforming Pearson to accelerate our activity in digital learning, education services and emerging markets. This will enable us to make a lasting impact in helping to solve some of the most important challenges in global education.

Why we need you

We believe education is a vital force that can empower people, help them to reach their potential and contribute to more connected communities, all around the world. Our strength comes from our outstanding people; our strong relationships in the education world; our expertise in using technology to help people learn; our global footprint and local reach; and our position as a profitable, global company with a unifying sense of purpose.

Why University Partnerships

This is an outstanding opportunity to be part of an innovative and fast-growing online learning service within Pearson India. Working in partnership with leading International and India based universities since 2015, the Working collaboratively with our UK based Pearson Online Services team, we provide online learning services including marketing, student recruitment, course content development, training and ongoing student support. As an e-learning unit every member of our team responds positively to breaking new ground and are willing to challenge current practice and to be challenged themselves.

Why Student Success

The team brief is to deliver best in class student support with the aim of achieving the highest levels of student satisfaction and retention t. 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. The team is attractive to people who want to work in a higher education environment, communicate daily with students from around the globe, many with very interesting life stories and backgrounds. Student Success Advisors provide high-quality support to students from initial enrolment and throughout their chosen study journey, as they progress towards successful completion of their chosen programme.

About the job

Highly organized and self-motivated, 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 high attendance and study completion rates, whilst delivering outstanding student support to multiple students of single cohort.

Key Responsibilities:

• Deliver prompt response rates and high levels of communication to provide comprehensive non-academic information, advice and guidance whilst balancing empathetic pastoral support. Key communication methods include email, phone and instant messenger

• Consistently achieve high levels of student satisfaction and an on target positive Learner Satisfaction Index (LSI) result from students you support through their chosen course of study

• Achieve individual and collective team KPIs while maintaining a commitment to the ideal student experience

• Successfully onboard students onto their chosen programme whilst building rapport and developing early student engagement with online tools and support services available

• Follow and help evolve best practice in activities such as engagement checks and calls, welcome calls and online live sessions, rapport calls, assessing risk factors and when to call versus email, etc.

• Proactive communication with students utilizing a variety of media: phone, email, instant messenger, etc.

• Establish and maintain excellent relationships throughout the Student Success Team, both within India and the UK, sharing knowledge and experience to ensure a high standard of service and course completion is maximized

• Establish and maintain excellent relationships with the Recruitment Team, ensuring high levels of support for pre-registration when required, including connecting Alumni

• Look for efficiencies to improve student attendance, study completion rates and/or the student experience

• Maintain detailed and accurate student records on our customized Salesforce CRM system

• Be a supremely positive advocate for change

• Demonstrate our Company Values and act as a Brand Ambassador

Student Success Competences:

• Embraces development – Welcomes change, acts with agility, evolves best practice, and has continuous improvement embedded

• Proactively coaches – Students regarding utilizing support services available, identifying expectations and around barriers, mitigates risks for vulnerable students and encourages students to persist in pursuit of their study goals

• Maintains relationships – Excellent communicator, builds and maintains professional relationships with students, Student Success colleagues and stakeholders

• Persuasive and compelling – Enthusing about course content, delivers engaging webinars and builds effective rapport quickly

• Industrious and organised - Regularly achieves high email and call response rates per day, handles and prioritises multiple workloads efficiently and effectively monitors student cases

• Commercially focused – Consistently delivers high student satisfaction through verbal feedback and LSI performance, identifies students with a low likelihood to complete studies in order to increase the chances of student completion

• Excels in service level provision – Builds and shares their solid knowledge of process and policy for their partner and programme with students, takes accountability to resolve lower level complaints confidently and escalates when necessary

• Skillfully manages data – Maintains accurate and thorough student and records, and logs all communication with relevant detail

What we are looking for in you

Essential:

• Experience in Customer Service and/or Student support

• An effective team player who is keen to drive their own success and the success of the students

• Experience building relationships with customers/students and internal stakeholders

• Experience with customer/student centric processes and support levels

• Excellent written and oral communications skills

• Proficiency with Microsoft Office and IT Systems

• Ability to communicate and collaborate with people from a diverse range of cultural, educational, and professional backgrounds

• Ability to work flexibly on a shift pattern and some weekend work

Preferable:

• Higher Education experience and/or knowledge of the India/International Higher Education sector

• Experience in Salesforce CRM

• Excellent presentation skills and/or experience delivering to large audiences in an online environment e.g webinars

• Educated to degree level or equivalent professional qualifications

Job: GENERAL BUSINESS OPERATIONS

Organization: Virtual Learning

Schedule: FULL_TIME

Req ID: 9652