Job Title: Student Success Advisor

Responsible to: Student Success Team Managers

Working hours: 35 Hours per week. Shift pattern over 5 days from Mon – Sat, weekday shifts within 8am – 8pm

                                and Saturdays 9.30am – 4.30pm

 

About AVADO:

AVADO Learning is the UK’s leading EdTech company; we help individuals and organisations grow with a ‘Learning that works’ methodology; AVADO’s vision is to become a global leader in online education. AVADO Learning has established itself as a major player in the digital learning space having delivered training programmes to over 200,000 individuals and 2,000 businesses globally; including the likes of GSK, FT, Saatchi & Saatchi, Vodafone, and EY.

We have exclusive partnerships with Google and the CIPD, building high quality digital learning programmes and, with over 30,000 active students and offices in London, Singapore, Hamburg and New York, AVADO specifically helps businesses and individuals accelerate ambition in two core areas:

  • AVADO Digital (Digital marketing/leaders/business transformation via Squared Online developed alongside Google)
  • AVADO Professional (HR, Learning and Development, Management and Leadership, Accounting and Finance)

About the role:

The Student Success Advisor is a busy and demanding position requiring a proactive and positive approach to meeting both student and business needs whilst providing exceptional customer service. The ideal candidate for this role will also have a passion for online education, new technologies and is looking for an exciting new challenge. The Student Success Advisor will report to a Student Success Manager and be part of an energetic team driven to provide students with an exceptional learning experience.

Key duties and responsibilities

  • Deliver a comprehensive, well-informed customer service experience to all students
  • Monitor and manage learners transitioning from a completed course to a higher level programme, ensuring access to the appropriate learning materials
  • Provide excellent customer service by handling and resolving all student queries both written and verbally
  • Inbound response handling of student queries or complaints across all areas – service, financial issues, course suitability, membership & examinations
  • Cancellation/retention and objection handling with students
  • Recording student results
  • Undertaking any other duties which may reasonably be regarded as within the nature of the duties and responsibilities of the post
  • Meet or exceed set targets
  • Participate in training and other learning activities and performance development as required
  • Actively adhere to and promote the highest level of customer service standards and act as an ambassador for AVADO at all times

PERSON SPECIFICATION:

Essential skills and experience: to join us you’ll need

  • Positive, “can do” attitude and a drive to problem solve
  • Outstanding communication skills, both internal and external
  • Exceptional attention to detail, organisational skills, and priority setting are essential to success in this role
  • Ability to maintain and update complex processes
  • Strong, clear communication skills with internal and external parties
  • Customer service experience is essential
  • Excellent Microsoft Office skills, including Word, Excel, PowerPoint (Office 365)
  • Experience of working in a fast-paced environment (desirable)
  • The ability to work with Moodle and learn other platforms as needed (desirable)
  • Experience operating on Salesforce (desirable)

What we can offer you:

  • Being part of a growing and ambitious business operating in an exciting space – AVADO is reinventing professional learning with its digital-first approach
  • Ownership and responsibility to make things happen and make a real difference, working on award-winning qualifications, developed with some of the world’s leading brands and most respected accrediting bodies
  • A fast-paced and exciting challenge encompassed in a culture of values and respect for all employees
  • Personal development, maintaining CPD

Equal Opportunity

AVADO is committed to the principle of equal opportunity in employment.

Accordingly, we do not discriminate on the grounds of race, colour, nationality, ethnic or national origin, religion or belief, disability, trade union membership or non-membership, sex, sexual orientation, marital status, age or being a part time or fixed term worker.

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