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Student Success Advisor

Contract Type
Education, Media & Communications
Harlow, GBR
Expiry Date
Student Success Advisor Description 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...

Job Description

Student Success Advisor


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. 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.

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 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 and engage daily with students from around the globe.

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.

Key Responsibilities:

  • 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
  • An effective team player who is keen to drive their own succuess 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
  • Proficiency with office tools including Microsoft and Google applications, proficient IT systems skills
  • Ability to work flexibly on a shift pattern and some weekend cover


  • Account management experience in B2C or B2B environments where retention is the key performance indicator
  • Proven experience achieving in a sales as a service role
  • Higher Education experience
  • Experience in Salesforce CRM
  • Knowledge of the UK Higher Education sector

Primary Location: GB-GB-Harlow

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

Job: Learning Delivery

Organization: Core

Employee Status: Regular Employee

Job Type: Standard

Shift: Day Job

Job Posting: May 1, 2019

Job Unposting: Ongoing

Schedule: Full-time Regular

Req ID: 1903817

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.