Job Description

About the Role

The Student Services Officer plays a crucial role in ensuring that students enrolled in Learna's Postgraduate programmes experience seamless support and guidance throughout their academic journey, from logging into the learning platform, Moodle, for the first time, continued support throughout their studies and ending in graduation. This role is integral to maintaining high levels of student satisfaction and engagement, and is part of our Customer Care and Communication department.

Key Areas of Responsibility

Student Onboarding and Support

Ensure a smooth student onboarding experience by guiding students through the enrollment process, providing an overview of the course structure, and assisting them with setting up their accounts and accessing course materials. Be the first point of contact for students throughout their entire course duration, addressing their queries and concerns promptly and professionally. Assist students with technical issues and offer troubleshooting solutions, such as login problems or accessing materials. Maintain detailed records of all communications and interactions with applicants. Offer support to students, directing them to resources that can improve their learning experience. Address and resolve students concerns, demonstrating empathy and diplomacy while adhering to institutional policies and procedures.

Collaboration and Process Improvement

Collaborate with other departments to resolve student issues and improve the overall student experience. Work with various teams, including Student Records, Admissions, Sales, and IT, to address cross-functional challenges. Analyse existing student support processes and suggest improvements to enhance efficiency and effectiveness. Manage WhatsApp groups and any other social media-based communications to foster student engagement and support.

Requisite Skills

Excellent communication & customer service skills Skilled in the prioritisation of tasks and time management. Dynamic, energetic, and assertive with excellent presentation abilities. Attention to detail and accuracy. IT proficiency, including CRM systems and Google products. A can-do attitude with a drive for solutions. Ability to work well within a team environment. Adaptability and resilience in managing competing priorities within a fast-paced environment. Good organisational skills to meet departmental targets. Fluent English language skills, including reading and writing. Previous experience in student administration, support, or customer service roles is preferable
Job Type: Full-time

Pay: From 27,000.00 per year

Work Location: Hybrid remote in Cardiff CF14 5GF