Student Retention Officer - London

Student Retention Officer - London

Department: Retention

Location: London (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.

Main Responsibilities

About the Role:

• Develop strong relationships with your students, communicating with them face to face, over the phone and through various other communication methods
• Ensure you proactively identify issues and continue to work on them for your students until they are resolved, developing and delivering proactive and bespoke plans to support students
• Develop a broad, deep knowledge of the rules and regulations of your faculty, and to fully understand the support offer at GBS and to ensure your students take full advantage
• Assist with the collection of operational data, and to proactively work to improve KPI performance
• Adapt to the needs of a busy operational environment, providing support to your team and other key teams as and when it is appropriate
• Be committed to a culture of continuous improvement and entrepreneurship, in line with GBS values

Requirements

About you:

• Educated to degree level or have equivalent experience and evidence of impact in a busy operational/customer service type role
• Strong communication skills both in writing, over the phone and in person
• Ability to plan and prioritise effectively to achieve department and individual objectives, work collaboratively in a team and build and maintain positive relationships with students.
• High level of computer literacy and proficiency in Microsoft Excel and computer/data management systems, or a demonstrated ability to pick up these skills quickly.
• Ability to work well as part of a team, and contribute positively to team culture
• Demonstrate a passion for your students, and a strong desire to adapt and improve in order to achieve objectives and KPIs.

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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