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About the Role
At Walbrook Institute London, our mission is to be the UK's leading career-focused university with global reach. We enable students to succeed in evolving labour markets by delivering accessible, career-focused and professionally relevant education. We are looking for a proactive and student-focused Student Retention and Support Officer to join our Student Engagement Team. This is an exciting opportunity to play a key role in supporting student continuation, retention and successful completion of studies while helping students overcome financial, personal and engagement barriers that may impact their academic journey.
Responsibilities
- Proactively engage with students to support retention, continuation and successful completion of studies
- Contact students regarding outstanding tuition fee payments and support resolution in line with institutional policies
- Monitor student engagement, progression and payment data, identifying students who may require additional support
- Support students through study breaks, interruptions of study and return-to-study planning
- Provide guidance regarding Student Finance, Student Loans Company processes and alternative funding arrangements
- Maintain accurate records and case notes within CRM and student records systems
- Analyse retention, engagement and progression data to identify trends and support targeted interventions
- Work collaboratively with Wellbeing, Academic and Professional Services teams to support student success
- Contribute to retention, continuation and fee collection targets and team KPIs
- Provide support through a range of communication channels including telephone, email and WhatsApp
Requirements
- Degree-level education or equivalent professional experience
- Experience working in customer service, student services, student engagement, retention, collections, account management, or a similar support environment
- Excellent written and verbal communication skills
- Strong organisational skills and the ability to manage multiple priorities effectively
- A high level of attention to detail and the ability to maintain accurate records
- Experience managing high volumes of communications across multiple channels
- Confidence using Microsoft Office applications, CRM systems and digital platforms
- A proactive, student-centred approach and a genuine commitment to helping students achieve their goals
- The ability to work independently while contributing positively to a collaborative team environment
Skills
- Customer service
- Student services
- Student engagement
- Retention
- Collections
- Account management
- Written communication
- Verbal communication
- Organisational skills
- Attention to detail
- Record keeping
- Microsoft Office
- CRM systems
- Digital platforms
Location
- London
Work Type
- Hybrid
- Full-time
Education Level
- Degree-level education or equivalent professional experience
Salary/Compensations
- Up to £30,000 per annum
Benefits
- Generous holiday entitlement, increasing with service
- Pension scheme
- Private medical insurance (subject to eligibility)
- Cycle to Work scheme
- Season ticket and health club loans
- Employee Assistance Programme and wellbeing initiatives
- Learning and development opportunities
- Social activities and volunteering days
- Flexible working arrangements
About the Company
- At Walbrook Institute London, our mission is to be the UK's leading career-focused university with global reach. We enable students to succeed in evolving labour markets by delivering accessible, career-focused and professionally relevant education.