Student Success Officer

Job description
Job title CUSTOMER SERVICE OFFICER

Work Location : Remote

JOB DESCRIPTION

Overall purpose

Working in partnership with Academic Support Officers, Student Finance Officers and other colleagues, Customer Service Officers are responsible for providing day-to-day advice and support about all aspects of students’ learning experiences to approximately 250 students in a HUB.

Specific duties and responsibilities
• To attend :
• Weekly HUB management meetings, using the SEEM report to track the progress of individual students, identifying where interventions need to be made.
• Daily Submissions follow up meetings, to monitor submission of students’ assessments. O Daily meetings of all CSOs, to raise and discuss issues of mutual interest and / or issues impacting more than one HUB.
• To contact students a fortnight before all assessment deadlines to remind them about those deadlines, and to track submissions rates daily until the submission and late submission deadlines pass.
• To monitor students’ attendance at timetabled teaching sessions, and contact students who do not attend.
• To familiarise themselves with the College’s student-facing policies including about complaints and appeals, mitigating circumstances, academic misconduct and assessment to make sure the advice and support they give to students is consistent with these policies.
• To receive and resolve queries from students within 48 hours, providing advice and guidance according to the College’s approved policies.
• To liaise with other colleagues as necessary to determine the appropriate advice and support for students, including : o Academic Support Officers (ASO), for all academic related issues;
• o Student Finance Officers (SFO), for all queries related to Student Finance England Loans, payment schedules, grants, fees, bursaries, hardship funds;
• o Director of Student Engagement, for student suspensions and withdrawals, concerns about the role of the CSO, observations regarding HUB-wide behaviours or issues, or any other particularly complex, contentious or urgent issues;

o Registry team, for unitE data related issues, marks, grades, finishing times, cohort information, etc.; o Attendance team, to ensure customers are assisted on time with accurate information & guidance, and to respond to ongoing attendance issues.
• To identify and refer students in need of specialist support to the relevant support service, including Student Wellbeing and academic skills support.
• To use the CRM to record all issues raised by students and track response times.
• To answer incoming calls within 3 rings through 3CX. The 3CX app must be logged in during working hours.
• To answer internal and external emails punctually, if required by return.
• To treat every student’s query with the utmost courtesy and urgency (and sensitivity, where appropriate), providing first-class service until the query is resolved.
• To communicate with students in a professional and formal manner.
• To invigilate Click English Tests according to the assigned schedule as requested. Key Performance Indicators
• Customer satisfaction Rating.
• RASMA Rate.
• Call rate performance.
• Punctuality, discipline and work ethics (working relationship)
• Quality of the work process.
• HUB management. The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the CSO from time to time;

and the scope of the job may change as necessitated by business demands.