Student Support Adviser

Kaplan Open Learning

We are looking for an enthusiastic and professional individual who is passionate about providing support, advice and guidance to UK and International students in Higher Education. Kaplan Open Learning delivers online degrees validated by the University of Essex.  Our students are primarily mature, in employment and have various commitments outside of their studies.  You will need to be able to understand and empathise with the challenges that they face and be able to provide support and guidance in order for them to successfully complete their studies.

The preferred candidate will need a friendly yet professional manner. You will often be the first point of contact for students and therefore well-developed communication skills are essential. Student Support Advisers are required to manage and retain their student cohort whilst increasing student satisfaction levels and engagement.

You will acquire a depth of understanding around organisational processes within a Higher Educational setting. You will develop your knowledge of the support services and procedures that we have in place to enable our students to achieve their educational aspirations.  You will also liaise with the Academic, Quality and Enhancement teams.

Person Specification and Key Competencies

Key Skills and Competencies

  • Either a BA Honours Degree or experience working in higher education is desirable
  • Experience in a customer service related environment
  • Outgoing, supportive and friendly
  • Effective communication skills in a customer or student focused environment
  • Confident on the telephone
  • React and adapt to change within an expanding company
  • Drive and ability to motivate others
  • Excellent organisational skills with attention to detail
  • Performance driven with a desire to deliver against goals
  • Team-player
  • Excellent IT skills with a desire to embrace new technology
  • Confidence to take ownership of problems and use initiative to find solutions
  • Willing to take on additional tasks as and when required

Measures of Successful Performance:

  • Student Satisfaction
  • Student Retention
  • Student Study Speed
  • Student Engagement


  • Contributory pension scheme
  • Life assurance and income protection schemes
  • 25 days holiday
  • Working hours 37.5 per week
  • Central Leeds location

Application Process

To apply, please email your CV and a covering letter to Matt Tamplin, Head of Student Support:

Only candidates shortlisted for interview will be contacted.

Job Type: Full-time permanent

Salary: £21,000.00 to £22,500.00 /year

Required education:

  • Bachelor's

Required experience:

  • Customer Service: 2 years
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Northern England