Student Support Adviser
We’re currently expanding and looking to recruit Student Support Advisers to provide a range of support to our online students, undertaking either our Essex or Liverpool programmes. If you have a passion for helping students succeed, we’d love to hear from you.
About Kaplan Open Learning
At Kaplan Open Learning, we are experts in online Higher Education. Working closely with our partner universities, our vision is to become a world leader in online learning, making higher education accessible to anyone with the potential and drive to succeed.
We develop, deliver, support and market, sector-leading online higher education programmes to a global student audience. Our innovative and unique online pedagogy utilises the latest digital learning technologies to provide teaching excellence and a world-class student experience.
We work in collaboration with our university partners to develop engaging, interactive learning materials using the latest digital learning technologies. This approach blends our unique online pedagogy with the research-led subject expertise of our partners
Summary of the Role
As a Student Support Adviser, you will be joining a growing Student Support Team as the primary contact for our students.
You will provide our students with pastoral support from the point of enrolment and throughout their learning journey, offering a warm welcome and taking responsibility for planning their ongoing study. You will inform students of their progression options, monitor engagement to identify anyone who might be considered ‘at risk’, and explain complex policies and procedures affecting study, for example surrounding the impact of extenuating circumstances and module failure.
You also will guide students when making key study choices and offer recommendations as to which study path is most appropriate. At the end of their study journey, you’ll hopefully have the chance to meet your students and their families at graduation to celebrate their success.
Act as the first point of contact for any non-academic queries.
Provide advice and guidance relating to study choices e.g., module choices & study speed.
Monitor student engagement in relation to their academic studies, including module & assessment engagement.
Identify ‘at risk’ students, liaise with relevant departments to establish appropriate support mechanisms and formulate personalised contact plans.
Provide encouragement for students to remain actively engaged with their studies through regular contact by phone and email, taking into consideration individual circumstances and academic profile.
Supporting students at critical points during their studies, e.g., within the resubmission/induction period, with reassurance and guidance.
Collaborate with the Academic & Quality Teams to identify and resolve any issues related to the academic journey, offering advice and guidance to students where needed.
Create accessible materials aimed at providing additional support to students and enhance internal processes to better support students.
Maintain and enhance overall student satisfaction and retention.
This exciting opportunity requires applicants to have an undergraduate degree, and we would particularly welcome applications from candidates with a postgraduate qualification and/or experience of working in a higher education or customer-service environment. Requirement specifics include:
An undergraduate degree
Excellent interpersonal and communication skills, including diplomacy and tact
Ability to manage a busy workload to tight deadlines, with excellent organisation and attention to detail
Evidence of initiative and problem-solving skills
Excellent IT skills, particularly in Excel and Word
A professional manner and an ability to handle sensitive information on occasion
A desire to work in a highly collaborative environment
A willingness to understand and adapt to new challenges
CV and Covering Letter
If this sounds like the kind of job you'd enjoy, please apply with your CV. In your cover letter, please answer the following questions as part of your application to help us understand your motivation for applying for this role:
Why do you feel you are the best candidate for this position? (100 words maximum).
Tell us about your previous experience supporting students/clients/customers? (100 words maximum).
Why are you passionate about supporting students in a Higher Education environment? (100 words maximum).
Please note that answering these questions is an integral part of the selection process, and we will not be able to consider applications without this information.
The vast majority of this role will be based remotely, and you will be working from your own home. However, you would be required to attend our office in Leeds (LS1 5HN) once per month. Please note travel expenses to the office will not be reimbursed. These monthly visits are to encourage staff to utilise the office space for key meetings, training sessions, team building, project work and maintain the positive, creative, and innovative culture at Kaplan Open Learning.
Your monthly visits to the office would be flexible and arranged in advance with support from your line manager. You would not be restricted to certain days/dates within the month. However, we'd always try to arrange visits in advance so you and your team can meet face to face.
Starting Salary: £23,500 Per annum
Closing date: 4th June 2023
Mode of Interview: All interviews will be held via Zoom/Teams.
Contributory pension scheme
Life assurance and income protection schemes
28 days holiday plus bank holidays
Working hours 37.5 per week
Remote working opportunities
The opportunity to grow as part of a division in a successful multi-national education company.
At Kaplan International, we are committed to working in a diverse organisation and strive to provide equality of opportunity for all. We encourage and welcome applications from individuals, regardless of age, disability, sex, sexual orientation, gender reassignment or identity, pregnancy and maternity, race, religion or belief and marriage and civil partnership. If as a disabled applicant (as defined under the Equality Act 2010) you would like to request that your application is considered our Guaranteed Interview Scheme (GIS) please let us know using this form
As part of our commitment to safeguarding, successful candidates will be subject to an enhanced Disclosure and Barring Service check.
Applicants must be able to provide proof of eligibility to work in the UK.
For international students who have the rights to stay in the UK following graduation, we welcome application under the Graduate Route visa.