Contact Centre Agent - Retention Specialist Remote
Job description
Contact Centre - Retention Specialist at Higher Ed Partners (HEP) UK
About HEP UK
HEP’s mission is to increase access to top quality and affordable higher education through the online delivery of instruction and help online students succeed.
Equality of opportunity is at the heart of everything we do. By helping people improve their lives, whatever their background and circumstances, we believe that affordable and high-quality higher education builds fairer and more equitable societies, unlocks the potential of individuals, helps harmonise skills gaps with the needs of the workplace, transforms employability rates and delivers a thriving global economy.
About the Role
Retention Specialists make a difference daily in students’ lives by supporting them through the online University Degree courses they need to succeed in their careers.
As a Retention Adviser, you will work extensively with existing students to identify and evaluate students’ goals, manage our most ‘at risk’ student’s engagement with their studies, encourage re-enrolment, ensure retention through to degree completion, and drive student success.
Key Responsibilities include:
- Proactively reach out to students to provide support and respond to all inbound communications within designated SLAs.
- Become a subject-matter-expert through continuous process and product knowledge improvement, while representing our University Partners and supporting students.
- Proactively engage a large portfolio of students in a high-touch, goal oriented, metrics driven environment.
- Work effectively and efficiently in a team environment to ensure best practices are developed and utilized that assure successful module-to-module progression and programme completion.
- Manage the student pipeline from supporting first module students through to dissertation completion and graduation.
- Sign-post students to University resources, processes, and policies to facilitate students in succeeding in their studies.
Key Experience/Skills Required
- 3+ years of customer service experience in a performance-oriented contact centre
- 3+ years of experience working for a higher education institution in an advisory role.
- A passion for supporting customers and students to achieve their goals
- Experience working in or with higher education sector is highly desirable
- Experience of Salesforce is highly desirable
Benefits
- Work fully remote, or from our Brighton office if preferred
- Basic Salary of £26,000 per annum
- Uncapped performance-related commission paid by Intake Cycle (8-10 weeks)
- 24 Days Annual Leave + UK Bank Holidays
- Enhanced Employer Pension Contributions at 6%
Job Types: Full-time, Permanent
Salary: £26,000.00 per year
Benefits:
- Company pension
- Referral programme
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Commission pay
Experience:
- Call Centre: 3 years (required)
- Higher Education Sector: 1 year (preferred)
Work Location: Remote
Reference ID: HEPUK - Contact Centre Retention Specialist
