Student Support Coordinator

The Impact You Will Make

The Student Support Coordinator plays a vital role in helping continuing and returning students stay engaged, overcome barriers, and progress successfully through their programme. Acting as a trusted point of contact across the student journey, this role combines proactive outreach, timely intervention, and close coordination with academic, technical, operational, and university partner teams. The impact of the role is seen in stronger student retention, faster issue resolution, and a more consistent, supportive experience from registration through graduation.

What You Will Do

How You Will Bring Our Mission to Life

• Deliver proactive outreach to continuing and returning students, with a clear focus on retention, persistence, and student success.
• Monitor student attendance, engagement, and academic progress to identify risk early and take timely action in accordance with established student support processes.
• Resolve student issues promptly by coordinating with programme teams, tutors, technical support, finance, and university partners.
• Support registration by completing required steps accurately or guiding students clearly through the process.
• Deliver orientation and help students navigate the online learning environment with confidence.
• Maintain accurate, up-to-date records of student interactions, outreach, and interventions in Salesforce and shared reporting tools.
• Produce accurate reports on student engagement, registration, retention, and persistence to support decision-making.
• Identify process improvement opportunities within student support operations and help embed better ways of working.
• Ensure student communications and support activities meet agreed service standards and response expectations.

• Retention and persistence targets are supported through timely outreach, effective intervention, and consistent follow-through.
• Students receive responsive, well-coordinated support that helps them stay informed, engaged, and able to progress.
• Case notes, outreach activity, and reporting are accurate, timely, and reliable enough to support operational insight and continuous improvement.
• Student issues are resolved efficiently, with minimal unnecessary escalation, and feedback indicates a positive support experience.

• Student retention and persistence outcomes.
• Outreach volume, intervention activity, and follow-up completion.
• Accuracy, completeness, and timeliness of Salesforce records and reporting.

Experience That Matters Most:

• At least 2 years’ experience in student services, customer support, or another service-led operational role.
• Must reside in the United Kingdom.
• Strong written and verbal communication skills, with the ability to build trust and communicate clearly with a wide range of stakeholders.
• Experience delivering proactive, high-quality support and managing competing priorities in a structured, fast-moving environment.
• Strong judgement, problem-solving skills, and the confidence to take appropriate action within established guidelines and escalate when needed.

• Experience working in higher education, online learning, or another student-focused environment.
• Familiarity with CRM or case management systems, including Salesforce.
• Experience supporting remote or distributed student populations.
• Bachelor’s degree or equivalent experience.

This Role Is Eligible For Comprehensive Benefits

Personal and Professional Development:

• Continuous Professional and Leadership Development Programs
• Tuition Reimbursement for employees and their dependents