Senior Student Retention Officer

New Today

Department: Retention
Location: London, Leeds, Manchester or Birmingham (On-site)
Our Vision: Changing lives through education.
Salary: £35,000 - £38,000 Per Annum
What We Do: This is a hands-on, customer-focused leadership role where you will lead and motivate a team of Student Retention Officers dedicated to supporting students to succeed. You’ll oversee day-to-day operations while working collaboratively with your team to proactively identify and remove barriers to learning, ensuring every student feels supported, engaged, and able to progress.
About the Role:
Ensure strong and effective operational processes are in place, identifying and improving them where necessary
Coaching and mentoring staff, including supporting their communication style and problem solving ability, including providing support on phone manner
Be an effective team leader, working to ensure your team deliver on their KPIs
Be their first point of contact for the operational activities, managing the workload of your team and directing workflow to ensure high levels of operational delivery
Provide weekly updates on performance, alongside plans to address areas of weakness • Build strong relationships with faculties and support teams
About you:
Educated to degree level or equivalent experience in an operational or customer service focused role
Excellent written and oral communication skills
Relevant experience and the ability to demonstrate the impact in an operational/customer service focused role
High levels of computer literacy and proficiency in Excel and an ability to learn quickly
Experience working with and learning new IT platforms
The ability to develop and lead high performing teams, and experience managing these teams
Coaching and mentoring skills
The ability to demonstrate process mapping or continuous improvement skills
The ability to generate and analyse reports, coming up with actions plans in order to impact data
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
Apply
Location:
London
Job Type:
FullTime
Category:
Other

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