Classifications

Senior Student Retention Officer - (12 Month FTC) Birmingham

Department: Retention

Location: Birmingham (On-site)

About Us: GBS is a higher education provider offering a range of sector-relevant courses across ten campuses in London, Birmingham, Leeds, and Manchester. Working in partnership with several of the UK’s leading higher education providers, we deliver vocational, undergraduate, and postgraduate programmes in finance, accounting, business, construction, tourism, healthcare, and more.

Our Vision: Changing lives through education.

What We Do: You will be responsible in maintaining strong relationships with students and work with them to identify their barriers to learning and help support and resolve them.

Please note:

  • This is a 12 Month FTC Maternity Cover
Location
Birmingham
Appointment Type
Permanent
Department
Student Support
Full-Time/Part-Time
Full-time
Hours
40
Salary
Competitive
Entity
GBS UK
Ref No
4857

Main Responsibilities

About the Role:

  • Ensure strong and effective operational processes are in place, identifying and improving them where necessary

  • Coaching and mentoring staff, including supporting their communication style and problem solving ability, including providing support on phone manner

  • Be an effective team leader, working to ensure your team deliver on their KPIs

  • Be their first point of contact for the operational activities, managing the workload of your team and directing workflow to ensure high levels of operational delivery

  • Provide weekly updates on performance, alongside plans to address areas of weakness • Build strong relationships with faculties and support teams

 

Requirements

About you:

  • Educated to degree level or equivalent experience in an operational or customer service focused role
  • Excellent written and oral communication skills
  • Relevant experience and the ability to demonstrate the impact in an operational/customer service focused role
  • High levels of computer literacy and proficiency in Excel and an ability to learn quickly
  • Experience working with and learning new IT platforms
  • The ability to develop and lead high performing teams, and experience managing these teams
  •  Coaching and mentoring skills
  • The ability to demonstrate process mapping or continuous improvement skills
  • The ability to generate and analyse reports, coming up with actions plans in order to impact data

 

Other Information

What We Offer:

  • 25 days annual leave, plus 8 public holidays
  • 1 day extra leave per year of service, up to a maximum of 5 days
  • Workplace pension scheme
  • Tuition reimbursement for career development courses
  • Flexible Benefits: Cycle to Work, Workplace Nursery, Techscheme and much more
  • Perks@Work discounts platform, wellbeing centre and much more
  • Reward and recognition programme
  • £500 award employee referral scheme
  • Discretionary annual performance bonus

Employee Testimonial:

 "What really stands out to me about GBS is its consistent focus on creating positive outcomes for students. Every team, even those without direct student contact, is deeply committed to this mission. Everyone understands that what they do plays a role in helping students succeed. It’s such a collaborative and inspiring place to work — it’s clear everyone genuinely cares about making a difference." (Steffi Korsah - Non-Academic Staff)

GBS is committed to equality, diversity, and inclusion and providing a workplace free from discrimination or harassment. We welcome applications from all backgrounds and communities. We take our core values seriously and work hard to create an environment where everyone feels welcomed.

Please note: This role is not eligible for sponsorship!

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Apply Now!