Student Support Officer (London, UK)

Team: Enrolment Management Services
Reports to: Enrolment Management Services Operations Manager
Location: 40 Featherstone Street, London, EC1Y 8RN (however some travel including domestic and international and overnight stays will be required)
Hours: Full Time (37.5hours)

Overall Objective

The main focus of this role is to manage communications and marketing campaigns via email and phone to prospective international and EU students from our partner institutions, with the ultimate aim of increasing enrolments at the given institution.

Key Responsibilities

  • Improving the enquiry experience for students
  • Ensuring that all incoming communications are effectively managed and answered within contracted turnaround times
  •  Managing proactive outbound email, telephone and SMS campaigns
  • Ensuring that phone calls from students are answered and assisted promptly and efficiently
  • Moderating online chat events
  • Ensuring that student prospect follow up is being completed in line with EMS and client service level agreements
  • Collecting and monitoring market intelligence
  • Ensuring that quality assurance standards are met and whenever possible exceeded
  • Contributing to the continuous improvement of work practice and work flow
  • Being proactive in identifying potential operational issues and raising these with the management team
  • Ensuring that client communication is maintained in a positive and constructive manner
  • Ensuring an effective working relationship is developed with client contacts, resulting in positive feedback by the client
  • Problem-solving issues and seeing them through to a satisfactory conclusion
  • Training new starters and assisting other advisers
  • Travel - domestic as required
  • Providing support to the EMS team and Management as required


Essential skills

  • An excellent standard of spoken and written English
  • Excellent communication skills
  • A high level of initiative
  • Ability to perform well under pressure and multi-task
  • Experienced in working in a proactive, rather than reactive manner
  • An intermediate knowledge of Excel, Word and PowerPoint
  • Excellent time management and ability to meet established deadlines
  • High level of skill in dealing with students
  • Ability to maintain focus and perspective at all times


Desirable skills

  • Knowledge of international education market and process / procedures
  • Experience of CRMS


Personal Skills Required

  • A positive and professional attitude
  • Supportive
  • Conscientious
  • Excellent communication and interpersonal skills
  • Patience - must be able to work in a cool and calm manner even when dealing with students with poor communication skills
  • Enthusiastic

EEO / M / F / D / V

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If you are having trouble applying or need additional information, please contact Human Resources.

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