Senior Student Retention Officer - (12 Month FTC) Leeds - #1689788

ROLE AND RESPONSIBILITIES:

• Ensure operational processes are strong, effective, and continuously improved.


• Coach and mentor staff, supporting their communication and problem-solving skills, including phone manner.


• Lead your team to meet their KPIs and deliver high performance.


• Manage team workload and workflow to ensure operational excellence.


• Provide weekly performance updates and improvement plans.


• Build and maintain strong relationships with faculties and support teams.


• Ensure your team understands the rules, regulations, and support offerings relevant to their faculty, helping students maximize these resources.

ESSENTIAL SKILLS AND EXPERIENCE:

• Degree-level education or equivalent experience in an operational or customer service role.


• Excellent written and oral communication skills.


• Relevant operational/customer service experience demonstrating impact.


• High computer literacy, proficient in Excel, with quick learning ability.


• Experience with new IT platforms.


• Proven ability to develop and lead high-performing teams.


• Coaching and mentoring skills.


• Process mapping and continuous improvement experience.


• Ability to generate, analyze reports, and develop action plans based on data.

OTHER INFORMATION:

• Demonstrate commitment to GBS values, regulations, and equal opportunities policies.


• Contribute to GBS’s Social, Economic, and Environmental responsibilities, minimizing environmental impact and supporting the Environmental Policy.


• Uphold health and safety responsibilities to maintain a safe environment for staff, students, and visitors.

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