Retention Officer (CCCU Greenford)

Department: Retention

Location: Greenford (On-Site)

Contract Type: Permanent

Salary: £30,000 Per Annum

The Role

You will be responsible for maintaining strong relationships with students and working with them to identify barriers to learning and help support and resolve them. This operational role requires excellent customer service and communication skills, the ability to build strong relationships with students and colleagues, a high level of passion and care for your students, and a proactive, problem solving mindset.

What the role involves

• Develop strong relationships with students, communicating face to face, over the phone and through various other communication methods.
• Proactively identify issues and work on them for students until they are resolved, developing and delivering bespoke plans to support students.
• Develop a broad, deep knowledge of the rules and regulations of your faculty, fully understand the support offer at GBS, and ensure students take full advantage.
• Assist with the collection of operational data and 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 appropriate.
• Be committed to a culture of continuous improvement and entrepreneurship, in line with GBS values.

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 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 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 to achieve objectives and KPIs.

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.
• discounts platform, wellbeing centre and much more.
• Reward and recognition programme.
• £500 award employee referral scheme.
• Discretionary annual performance bonus.

Please note: this role is not eligible for sponsorship!