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Senior Student Success Team Lead

2 weeks ago

East London, Eastern Cape, South Africa Global Banking School Full time
Job Description

The Senior Student Success Tutor CCCU is responsible for managing a team of SSTs to ensure top-notch delivery of student services across one or more academic levels. They are accountable for their team providing consistent, accurate, and timely responses to student needs and enquiries across a wide range of services provided by GBS.

Key Responsibilities:
  • Manage Student Success Tutors in the delivery of their duties on a daily basis and ensure timely completion of these duties.
  • Ensure that all SSTs maintain a comprehensive and contemporary knowledge of all the support services available at GBS and the specific partner organisations.
  • Provide basic academic and IT support to students, both inside and outside of the classroom.
  • Follow up on student non-attendance immediately and refer persistent cases to the student retention team.
  • Collaborate with the Head to ensure SSTs are regularly scheduled for in-class support sessions.
  • Work with the Head SST and other relevant colleagues to design workshops, events, career fairs, and other student events to enhance the student experience.
  • Administer student surveys effectively.
  • Ensure SSTs play a full role in delivering any action plans devised in response to student outcome and survey data.
Requirements:
  1. Educated to degree level or equivalent experience in a front-facing customer service role or academic student support role in academic institutions.
  2. A strongly developed sense of service delivery and customer/student focused approach.
  3. Strong interpersonal skills – active listening, excellent written and verbal communication.
  4. Ability to work independently and as part of a team.
  5. Flexible, approachable, and helpful with a strong customer service ethic.
  6. Use initiative and judgement to resolve matters.
  7. Handle sensitive and personal information with tact and confidentiality.
  8. Maintain working relationships and appropriate boundaries when referring students to appropriate support.
  9. Strong administrative skills with proficiency in MS Office applications such as Excel, Word, Outlook Mail.
  10. Good attention to detail.

This job description outlines the primary responsibilities and requirements for the role. Additional duties and responsibilities may be assigned as needed.