Job Introduction
Student Support Officer
Here at BPP we pride ourselves on providing the best possible client and learner experience, with our specialised team of performance support staff working closely with learners to ensure they are getting the most from our courses.
We're now looking for an outgoing and engaged Student Support Officer to join the team and support our students through their ongoing education with BPP Group. We are seeking individuals who thrive on working in a fast-paced performance managed customer service business.
What if you read the description and don't meet every single requirement? We encourage you to apply anyway - we value diverse backgrounds and are committed to inclusivity!
Why work for BPP Education Group?
It is a great time to join BPP Education Group as we have enjoyed a sustained period of growth, offering a wealth of opportunities to our staff, students and clients. There are many more great reasons to join BPP Education Group such as:
- Brilliantly, you can study any of BPP’s courses for free – be it a professional qualification or full degree.
- With hybrid working available, you’ll be able to split your time between one of our centres and wherever you choose to call home.
- We also provide a generous annual leave entitlement of 30 days, and there’s a rewards package that includes retail discounts and much more.
Other key benefits include our Group Personal Pension Plan, dedicated private healthcare and dental plans that offer additional assurance to look after you and your family
What you’ll be doing
In this role you will be helping our students get the answers and information they need to learn, develop and progress. You ultimately make things happen and put smiles on faces.
From timetables, programme queries, payments and course deadlines, you’re an oracle of epic proportions. If you went on Mastermind, your specialist subject would be BPP.
You’ll be providing friendly and professional support to BPP customers via offline channels including telephone and case management. Your days will be fast-paced and busy. But you’ll have a team around you, all working together on one common goal: delighting customers and providing them with the information they need.
As such, you will be responsible for:
PRINCIPAL JOB ELEMENTS AND RESPONSIBILITIES:
Responsibilities include but are not limited to:
- To respond to student queries via various channels in a timely manner, either via phone, email or sometimes even face-to-face
- Consistently providing a high-quality service to all students
- Taking accountability for a student’s query and escalating to the appropriate team, where necessary.
- To work independently and use own initiative when dealing with unexpected student problems, referring more complex cases to the appropriate manager.
- Maintenance of student data and systems as required.
- Proactively keeping up to date with any changes to BPP’s products/services or processes/procedures and to ensure compliance and best practice with relevant University policies and procedures
- Be flexible and adaptable to effectively support and contribute to developments and improvements within the business and team
- Dealing with emergency issues that may arise as and when required to ensure students are emotionally supported and prepared for learning in a safe environment. Responding immediately to any Safeguarding issues
- Being empathic to individual customer requirements and emotional states, while ensuring customer requests are handled firmly and sensitively.
- Other activities as and when required by the company
What we’re looking for
To be successful in this role you will need to have a proven track record in the following areas:
SKILLS, EXPERIENCE & QUALIFICATIONS REQUIRED
- Experience of working in a contact center environment
- Thrive on working in a fast-paced performance managed, demanding customer service business.
- Experience of working cooperatively, flexibly, and effectively, as part of a team whilst being able to demonstrate individual accountability
- Excellent communication skills, including the ability to communicate effectively and professionally with customers and external enquirers
- Well organised and self-disciplined with the ability to multitask, work quickly and calmly under pressure, while maintaining excellent and accurate attention to detail
- Positive, responsive, and approachable attitude to conflicting customer demands
- Ability to absorb, retain and deliver information clearly, simply and accurately in order to best advise our customers
- The ability to effectively plan, organise and prioritise workload in line with SLAs and KPIs
Please note that the successful candidate will be required to undergo a basic DBS and credit check.
BPP Education Group are proud to be a Disability Confident employer so if you need any reasonable adjustments for the interview process, please just let us know!
BPP Education Group actively promotes equality of opportunity for all with the right mix of talent, skills and potential, and welcomes applications from a wide range of candidates. BPP will select candidates for interview based on their skills, qualifications and experience. Please note that for those posts that are exempt from the Rehabilitation of Offenders Act 1974, the successful candidate will be required to undertake a DBS check in addition to BPP undertaking any necessary online searches. This is deemed appropriate and necessary from a safeguarding perspective, and in line with BPP’s safer recruitment practices
BPP Education Group reserves the right to amend or withdraw this advertisement at any time prior to the closing date, should we receive a high volume of applications or if business needs change.
