Student Support Adviser

Student Support Adviser

Reference Number: JR249297

Location: Remote

Working Pattern: Full Time, 37.5 hours per week

Contract Type: Permanent

Number of roles: 1

Salary: £24,570 per annum

We are looking for a Student Support Adviser to join our team.

Role summary

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.

As the Student Support Adviser, you will:

• 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.
  

A detailed job description can be viewed here. If the link does not work for you, please copy and paste the following URL into your web browser: https://tinyurl.com/568hwb4w

What you’ll bring to the role

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

• Experience of dealing with safeguarding concerns and/or wellbeing concerns. 

• 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

  
  

What we do

Kaplan Open Learning is one of the world’s largest and most experienced providers of online degree education. We currently work with two UK partner Universities to deliver undergraduate and postgraduate degree programmes. Our students complete their studies through online learning using our interactive virtual classroom with rich multi-media resources which provide a gateway to a learning community supported by a dedicated academic and professional services team.

Our mission is to continue to transform students’ lives and careers by delivering and expanding our suite of innovative, industry led and career enhancing higher education programmes.

What we offer

As well as a competitive salary, hybrid/home working where possible, and paths for career progression, we offer a comprehensive benefits package that includes:

• 28 days annual leave*

• Big discounts on Kaplan courses for you and your family

• 24/7 confidential helpline providing counselling and other support services

• Company pension contributions

• Maternity, Adoption, Shared Parental and Paternity/Partner pay which is well above statutory levels

• Medicash Health Cash Plan

*Please note that the annual leave entitlement will be calculated on a pro rata basis if the role is part time.

How to apply

If this sounds like the kind of job you'd enjoy, please apply with your CV and Cover Letter no later than Tuesday 26th August 2025. Note, we recommend that you apply at the earliest as we reserve the right to close the role before the closing date if we have gathered a suitable shortlist.

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.

Initial interviews will be held via Teams. If successful, a second interview will be held in person at our Leeds office. Further details will be provided at the 1st interview.

Additional Application Information 

A sponsorship licence is a legal requirement for employers seeking to hire individuals from outside the UK or those who require a work visa to work in the country. Unfortunately, Kaplan Open Learning do not possess this licence at this time.

Working Arrangements

This will be a remote working role, consisting primarily of working remotely from your home address. From time to time there may be a requirement to travel to fulfil the performance of your duties and meet the requirements of the role – travel costs will be reimbursed in line with our expenses policy. More information about our working arrangements will be discussed at the interview stage. Any IT equipment required to fulfil the role, will be provided.

Application Support  

If you require support completing your application or wish to talk to someone about the role before applying please email the Recruitment Team kaplanstaff.recruitment@kaplan.com.

Disability Confident Scheme and Reasonable Adjustments 

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.

Following the submission of an application, applicants will receive details of how to request their application be considered under our Disability Confident Scheme. Applicants will also be given information on how to request reasonable adjustments if selected for interview.