Student Support Coordinator

Driven, empowering, transformative. Academic Partnerships creates collaborative, student centered partnerships with the universities we partner with. At AP, we drive change through innovation in online education using the strengths, experience, and culture of our people. As a global market leader in online program management, we are focused on supporting scalable online program success for our university partners and the students they serve, their local communities, school systems, business, and the local labor market. Our ‘One AP’ culture is built on the foundation of our mission – to increase access to high-quality, affordable, and workforce-relevant education.

Job Summary

The Student Services Coordinator (SSC) is a key member of the team, with a service-oriented approach, responsible for building and maintaining close relationships with students from registration through to graduation, communicating with them on a regular basis and resolving any issues to ensure satisfaction and academic success.

They will coordinate efforts with the relevant programme teams, module leaders/tutors, technical support and finance within the partner institution on our students’ behalf.

The SSC is the first point of contact for all online learning students and is responsible for providing full pastoral support as students complete their programme of study.

Day In a Life:

The essential functions of this role are as follows:

• Provide effective service to new, continuing, and resuming students by developing and implementing highly proactive outreach services with particular attention paid to retention and student success.
• Monitors student performance and attendance, analyses problem areas, determines solutions, and conducts intervention activities and processes.
• Identifies and successfully resolves student concerns through prompt issue resolution and coaching designed to improve student retention and other strategies to meet partnership benchmarks and goals.
• Responsible for handling incoming service-related questions or concerns for students, faculty and key partnership contacts eliminating delays that impede student and partnership success.
• Ensures timely turnaround of communication and services, meeting established service level agreements.
• Follows contact strategies on an ongoing basis to maintain a relationship with students.
• Ensures student registration either through direct registration activities or leading students through the registration process.
• Delivers new student orientation sessions and/or assist students to navigate the online learning platform and understand what is expected of them in their online studies.
• Responsible for maintaining documentation of outreach services in Salesforces and other reporting tools and active documentation in Wiley shared drive.
• Provides regular activity/engagement reports and audit reports on student registration, retention and persistence.
• Identifies operational process improvements as it relates to student support and develops and documents new processes.
• Provides coaching, training and coverage for new team members.
• Performs other duties as requested, directed or assigned.

What You’ll Need for Success:

You must meet the following requirements to be considered for employment:

• A minimum of 2 years of work experience in customer service or operations.
• Desirable: A bachelor’s degree and work experience in a academic institution or highly dynamic environment.
• Proficient in Microsoft Office Suite, with the ability to operate Web-based e-learning applications.
• Client service-oriented individual with outstanding written and oral communication skills
• Ability to relate well to others and perform duties with a high degree of integrity, confidentiality, and adherence to professional ethical standards.
• Ability to work in a fast-paced environment.
• Excellent problem-solving and decision-making abilities.
• Please note that this position is exclusively available as a remote opportunity for individuals residing in the United Kingdom.

Academic Partnerships is an equal opportunity employer and supports a diverse and inclusive workforce.