Student Services Advisor / Student Services Officer

National Extension College
09 Nov 2019
15 Nov 2019
Retail and Sales
Contract Type
Full Time
Job Title: Student Services Advisor

Location: Cambridge

Salary: Competitive depending on experience

Job Type: Full Time, Permanent

This educational charity based in Cambridge is part of the Open School Trust. The have provided tutor supported home study courses directly to learners for over 50 years, and also publishes learning resources for colleges and training providers and delivers blended learning programmes for public and private sector organisations.

Job Purpose:
  • Provide administrative support for specific courses and to be a contact for the on-course students and tutors
  • Provide information and advice to all enquirers about their distance learning courses, resources and services
  • Follow up pre-enrolment enquiries and contribute to the income targets for student enrolments
  • Fulfil administrative tasks essential to enrolment processing

Outline of key responsibilities:
  • Be the first point of contact for on-course students and remote tutors, helping to resolve administrative course related queries and other on-course queries by email and telephone.
  • Be responsible for administration of a number of accredited courses, ensuring registration, moderation, certification is carried out as required
  • Be the key contact for on-course students and tutors and awarding body contacts
  • Be responsible for setting up access to the Parent Portal for parents of under-18 learners and respond to queries from parents
  • Liaise with key tutors and the marketing team to maintain, refresh and increase the Parent Portal information
  • Respond to first line enquiries by telephone, email and live chat
  • Identify and understand customers' needs and advise accordingly
  • Develop and maintain up to date knowledge of all courses offered by the Charity including the associated specification details (for example exam and certification requirements)
  • Follow up enquiries by phone and email
  • Keep accurate records about discussions with potential students and/or sponsors and record in CRM system
  • Take and process payments over the telephone in relation to course purchases, services and exam payments
  • Accurately process enrolments and other admin to support this task
  • Maintain knowledge of the market sectors in which the Charity operates, be aware of competitors and contribute to knowledge sharing
  • Undertake other duties, tasks and responsibilities as requested, and respond to changing priorities to meet the needs of the business

The Candidate:
  • Excellent communication and presentation skills - both written and verbal
  • Good analytical skills - able to understand and present data.
  • Proactive approach and also a team player
  • Excellent attention to detail and willingness to check own work and the work of others
  • Good time management
  • IT literate and willing to learn new systems
  • Experience of working in a customer service and/or administration role is essential
  • Experience of working in education especially teaching support and/or assessment would be very useful
  • Knowledge of the Charity's products and services

  • 23 days annual holiday (plus 4 days Xmas shutdown)
  • Healthcare group life scheme
  • Employee discount on the Charity's courses and other training and development opportunities


Please click on the APPLY button to send your CV and Cover Letter for this role.

Working arrangements: the post holder will work at their office in Cambridge. There is limited parking and there are currently no parking spaces available but there is nearby off street parking, good public transport and park and ride close by.

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