Student Success Progression Advisor

**Our purpose** : At Pearson we ‘add life to a lifetime of learning’ so everyone can realise the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact.

**Our company** : Pearson was founded in 1844 and has been built on our ability to grow with and adapt to a constantly evolving market. Our 20,000+ employees are dedicated to creating the high-quality, digital-first, accessible and sustainable resources for lifelong learning.

**Diversity** : At Pearson we value the power of an inclusive culture and a strong sense of belonging. We promote a culture where differences are embraced as strengths and opportunities are equal and accessible.

**Flexible working**: Pearson is committed to hybrid working practices and has adopted flexible remote and virtual working where possible.

**Our team** : Virtual Learning - Pearson Online Learning Services (POLS) partners with leading UK Universities and assists them to acquire and retain students for online programs.

**Why Pearson Online Learning Services**: 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 POLs UK team provides 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.

**Why Student Success**: The team brief is to deliver best in class student support with the aim of achieving the highest levels of student satisfaction and enrolments from one module to the next. Our Student Success Progression 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. The team is attractive to those people who want to work in a higher education environment, speak daily with students from around the globe, many with very interesting life stories and diverse backgrounds. Working closely with the team of Student Success Information Advisors, the Student Success Progression Advisors provide high-quality support to students from initial enrolment and throughout their study journey, as they progress towards successful completion of their chosen programme.

**About the Job**: Highly organised and self-motivated you will be someone who enjoys working with people in a customer service/account management 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 your student base.

**The role and what you will do**:

- Promote continuous study to achieve graduation in a timely manner, identifying students at risk of failing to achieve their study goals and providing effective interventions
- Consistently achieve personal annual and teaching period student re-enrolment targets while maintaining a commitment to the ideal student experience
- Identify barriers and risks to continuous study and recognise opportunities to increase student engagement, utilising online tools and signposting to support services to meet individual students’ requirements
- Achieve high levels of student satisfaction and an on target, positive Net Promoter Score from your student base by balancing empathetic pastoral support and active promotion of progression
- Develop and maintain trusting relationships with a student base, supporting early in their transition to online study and at set milestones throughout their study journey
- Establish and maintain excellent relationships throughout the Student Success team, sharing knowledge and experience to ensure a high standard of service is maintained
- Help to develop effective processes to ensure a proactive approach to student support, progression and retention
- Record data and student communication accurately to monitor student cases, progress and resolutions
- Maintain detailed and accurate student records on our customised Salesforce CRM system
- Act as an ambassador in representing the Student Success team on projects to evolve the team approach
- Be a supremely positive advocate for change
- Demonstrate our Company and POLS Values and act as a Brand Ambassador

**To be successful in this role, you'll ideally have**:

- Experience in Customer Service and/or Account Management in B2C or B2B environments where retention is the key performance indicator
- Effectiveness as a team player who is keen to drive their own success and the success of the students
- Experience building relationships with customers/students and internal stakeholders from a diverse range of cultural, educational, and professional backgro