Student Success Team Leader

Pearson PLC


The Student Success Team Leader provides operational leadership, coaching and daily performance management of an inbound/ outbound calls to achieve all student retention and student experience KPI’s. Through detailed and ongoing performance analysis, the Student Success Team Leader will construct and apply student retention and engagement strategies to ensure all targets are met.

The Student Success Team Leader is responsible for identifying, implementing and monitoring opportunities for ongoing productivity, operational effectiveness and efficiencies, as well as act as an escalation point to resolve any issues or student complaints.

This role is responsible for managing all partner and student interactions and engagements relating to the student experience beyond enrolement. This is including, but not limited to student on-boarding, welcome calls, welcome webinars, unit webinars, convener complaints or concerns, teaching period review meetings, integrated communication campaigns, student queries, processing of deferment and withdrawal applications.

The successful candidate will be experienced in leading and managing a team, highly organised, someone who enjoys paying attention to detail and working in a with people in a customer service/support capacity in a commercially focused environment. They will demonstrate a great customer service ethos, be an effective team player and team leader be keen to drive their own success and the success of the students.

Qualifications and/or Experience


  • Experience Student services/education liaison/student support/distance learners support/working in an education sector. Higher Education experience
  • Educated to degree level or equivalent professional qualifications


  • A strong understanding of sales with experience in understanding how student retention is directly aligned to commercial and financial drivers
  • Substantial experience in a leadership role within a successful outbound call centre environment
  • Extensive experience in a service delivery role
  • Experience recruiting and on-boarding large volumes of new team members
  • Experience maintaining an ongoing training schedule for team members
  • Knowledge of, or experience in developing customer/student centric improvements
  • Proficiency with office tools including Microsoft and Google applications
  • Experience in working with external partnerships or Stakeholders at a professional level
  • Ability to work flexibly and some weekend cover

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Subject Area(s):


South East England