Student Support Executive

Student Support Executive - Farringdon

£30 - 33K

We are working with a leading qualifying and membership body which under a Royal Charter, is providing professional development, guidance, thought leadership, and works with regulators and policymakers to champion high standards.

Why do we need you?

The Student Support Executive will play a crucial role in supporting students across all educational programmes. This role bridges the Education, Commercial, and Marketing teams under the management of the Membership Operations Manager. The Student Support Executive is responsible for providing comprehensive support to students throughout their learning journey, managing pre and post-exam communications, ensuring students are informed about opportunities for progression, and maintaining effective communication with tuition providers and other partners.

What will you be responsible for?

- Student Communications: Serve as the primary link between the L&D, Commercial, and Marketing teams, overseeing all communications with students, including induction, learning updates, exam registration, post-exam communications, in-learning support, and post-programme opportunities.

- Liaison with 3rd Parties: Manage communications with external partners, including tuition providers, to leverage support for students.

- Feedback Management: Set up and manage forums and feedback mechanisms to collect and analyze student feedback, informing a continuous quality assurance cycle.

- Support Platforms: Administer student support platforms such as webinars, forums, and other digital activities, ensuring effective communication and engagement.

- Website Management: Curate and regularly update the examination support website area, ensuring content is current and relevant.

- Content Development: Collaborate with the L&D team to refresh materials and work with other Institute teams to produce and distribute suitable content through various channels.

- Stakeholder Engagement: Liaise with subject matter experts to collect and communicate feedback related to student support mechanisms.

- Financial Communications: Assist with managing payments and debt collection communications.

- Internal Collaboration: Develop strong working relationships with other departments, including Marketing, Business Development, and the Contact Centre.

- Student Queries: Resolve learner queries regarding access to qualification resources and serve as a primary contact for students, employers, tuition providers, and other stakeholders.

- Policy and Process Updates: Work with the Learning and Assessment Lead to keep process documents, policies, and learning materials up-to-date.

What knowledge, skills and experience will you need to thrive in this role?

Knowledge

- Educational Understanding: In-depth knowledge of learning journeys, exams, and student support within the education or professional and membership body sectors.

- Technical Skills: Proficiency in MS Excel, Word, PowerPoint, Outlook, and the ability to update digital learning areas/websites.

- Systems Experience: Prior experience with CRM and LMS systems.

Experience

- Educational Environment: Minimum of two years working in an education environment.

- Database Proficiency: Experienced with databases and online platforms.

- Stakeholder Management: Proven ability to manage relationships with internal and external stakeholders.

- Student Support: Experience in student support and communications.

- Confidentiality: Experience handling sensitive and confidential documents.

Skills

- Customer Service: Exceptional customer service skills.

- Communication: Outstanding verbal and written communication skills.

- Multitasking: Ability to manage a wide range of tasks effectively.

- Composure: Ability to remain calm under pressure.

- Organizational Skills: Strong planning, prioritization, time management, and problem-solving skills.

- Attention to Detail: High degree of consistency and attention to detail.

If you have experience of supporting student journeys and want to make a new role your own in a membership body training changemakers, please get in touch today!