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Apprenticeship - Student Engagement Advisor

Reference
1813622
Contract Type
Permanent
Sector
Education, Media & Communications
Location
Harlow, GBR
Expiry Date
14/12/2018
Apprenticeship - Student Engagement Advisor Description Job Family: Customer Service Division: Online Programme Management Reporting to: Student Success Manager Location: Kao Park, Harlow, Essex ...

Job Description

Apprenticeship - Student Engagement Advisor

Description

Job Family: Customer Service

Division: Online Programme Management

Reporting to: Student Success Manager

Location: Kao Park, Harlow, Essex

About Pearson

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.

About Apprenticeships

Our mission is to develop an apprenticeship programme that will enable individuals to progress in their lives and careers through Pearson’s quality training, mentoring and jobs. During the apprenticeship, you will work towards gaining aLevel 3 Customer Service qualificationthrough a blended work based learning approach. You will focus on the day to day role for 80 % of the time and dedicate 20% to studying while receiving avery competitive salary and benefits package.

The 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 universities across the UK, the division provides online learning services including marketing, student recruitment, course content development, training and ongoing student support.

The Job

You will be responsible for the provision of outstanding student support to deliver student retention targets for a portfolio of programmes. Managing between 150-200 students at any one time, this will be achieved through the provision of a personalised communications plan which will be managed through a customised instance of SalesForce.

Core Tasks and Responsibilities

  • Proactive communication with students utilising phone, email, SMS and online engagement activity. Involvement in webinars and zoom conference meetings with students and/or staff members.
  • Utilising our customised CRM system to maintain detailed personal records for each student in order to deliver a highly engaging personalised experience.
  • Utilising personal and team activity reports and dashboards to monitor and drive personal performance and against pre-determined retention targets.
  • Under the instruction of the Student Success Manager, work flexibly and collaboratively with other members of the team to maintain service standards.
  • Assist students with the enrollment process and then throughout the entirety of their time on their chosen programme.
  • Participate in developing new and innovative ideas for our processes and communications to improve personal and team performance.

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.

Qualifications

Who we are looking for

Essential

  • Highly organised with great attention to detail
  • Good IT skills including using Office Suite
  • Excellent written and oral communications skills
  • An effective team player who is keen to drive their own success and the success of the students

Desirable

  • Customer service experience
  • Experience using SalesForce CRM
  • Knowledge of the UK HE sector

Eligibility:

  • Must not already have a level 3 qualification in Customer Service

How to apply:

Simply submit a CV and a supporting covering letter to explain why you are interested in the role.

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Primary Location: GB-GB-Harlow

Work Locations: GB-Harlow-Kao Park Kao Park London Rd Harlow CM17 9NA

Job: Customer Service

Organization: Core

Employee Status: Regular Employee

Job Type: Apprenticeship

Shift: Day Job

Job Posting: Nov 27, 2018

Job Unposting: Dec 9, 2018

Schedule: Full-time Regular

Req ID: 1813622

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.