Role Description We are looking for a Student Support Adviser to join our team. 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. - Support 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. Qualifications - An undergraduate degree. - Experience of working in the education sector. - 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. Benefits - 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. Company Description Kaplan Higher Education UK 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 dedicated academic and professional services teams. 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.