Learner Engagement Success and Care Manager

at  Code Institute

ABOUT THE COMPANY:

Code Institute is a fast-growing EdTech company that changes lives. Our Mission is to ‘’Make a career in Tech accessible to all’’. We deliver online, practical skills in full-stack software development, web application development, e-commerce, predictive analytics, and advanced front end to help learners change jobs. These skills incorporate key components for success in an AI-driven future.
Code Institute is at the forefront of shaping the future workforce. By collaborating with governments, colleges, and individuals, we empower learners with the skills demanded by an AI-driven future. Our programs have gained wide recognition and seamless integration into education systems, endorsed by numerous colleges and supported by various funding opportunities in the UK and Ireland and through schemes such as the Bildungsgutschein in Germany and CSN finance in Sweden.

QUALIFICATIONS AND EXPERIENCE:

• Minimum of 2 years of experience in learner services, learner affairs, counselling, or a related area within a higher education setting.
• At least 2 years in a leadership or supervisory role, demonstrating the ability to lead and manage a team effectively within a customer service role.
• Excellent communication skills both written and verbal. experience of safeguarding learners, and awareness of supporting learners with additional learning needs. Experience in maximising learner success.
• Familiarity with learner development theories and practices.
• Extensive experience in providing direct pastoral care and support to learners.
• Experience designing and executing initiatives aimed at increasing learner engagement and fostering community.
• Previous involvement in coordinating orientation programs, workshops, and events.
• Skills in gathering and analysing learner feedback to improve engagement strategies.
• Experience leading responses to urgent learner cases, including coordination with internal and external stakeholders.
• Knowledge of developing and maintaining crisis management protocols.
• Ability to train staff in handling urgent cases effectively.
• Coding knowledge desirable.

Student Engagement and satisfaction: Manage the Student Care team to support learners in progressing through the course and achieving pass (or higher) grades. Ensure the Team assists every learner, keeps them motivated to make their best effort and maintains a positive attitude about our programmes and the opportunity for a career change. Actively maintain and improve support procedures and related knowledge bases. Collaborate with Learning Success on resolving any educational issues. Ensure all learners are met with the highest quality care interactions, the voice across the team is professional and caring and that all policies and procedures are crafted with leaner care in mind.

• Communications: Responsible for managing the collection and distribution of information to learners regarding updates to the programme and experience.
• Student onboarding and offboarding: Maintain and oversee the procedures for onboarding and offboarding learners coming on the course from various sources. Make welcome calls/one-to-many calls to onboard new learners on the course.
• Check-ins: Maintain regular proactive contact with every learner on the programme by phone, one-to-many approach and any other method, at most monthly, with the intent of making learners feel that we care about their learning and personal circumstances, while at the same time making them self-reliant.
• Safeguarding: Address and resolve student safeguarding concerns within the policy time requirement. Act as a Designated Safeguarding Lead and oversee all safeguarding activities, procedures, policies, and staff training needs.
• Student advocacy: Ensure the team meet the positive review targets as set by the Alumni and Community Manager
• DEIB: Ensure Diversity Equity Inclusion and Belonging programs and initiatives are continually part of the staff and learner experience.
• Complaints: Ensure that all learners’ issues are dealt with proactively and pragmatically to minimise escalation to a formal complaint. Ensure 100% of formal complaints are dealt with in line with policy requirements.
• Collaboration with other teams: Regarding particularly difficult learner issues, collaborate with Learning Success, Assessment, Channel and Sales to resolve issues in an effective manner. Collaborate with other Code Institute teams as learner advocate, sharing aggregate knowledge of our learner population and learner procedures.
• Admin: Oversee and lead the daily operations of the learner care team. Present weekly updates to Director of Learning Operations and the Learning Operations team. Maintain accurate Learner Record Systems. Ensure signposting mechanisms are in place for all learners (both internal and external signposting discovery and knowledge are required here)
• Performance and Change Management: Assign key metrics for team members and support them in achieving them. Ensure Quality Assurance processes are in place, adhered to and updated as required. Empower the team towards making decisions with innovative solutions being valued. Positively lead the learner care team and support the team as needed leading with a positive, can-do attitude
• Best Practice: Ensure that learner well-being is considered in all aspects of the team’s decision-making process. Consider ethical issues and follow ethical guidelines with challenging decisions.
• Project assessment and certification: Collaborate with the Learning Success Manager on the overall project assessment process. Communicate project assessment results to learners with the intent of providing them constructive feedback and motivation to improve their work going forward. During each certification cycle, review the portfolios of each learner who has finished their requirements for the programme and send out diplomas. Support graduate employment

ABOUT THE ROLE:

The Learner Engagement Success and Care Manager is responsible for leading the day-to-day operations of the Student Care team with the overarching goal of improving Code Institute learners’ engagement and satisfaction on the programme, while achieving their learning outcomes. Promote a caring and flexible approach to this as the North Star for the team
The Manager will report to the Director of Learning Operations, who will set the team’s priorities, provide high-level guidance regarding technical issues and remain the direct manager of all Student Care team members.

RESPONSIBILITIES:

• Student Engagement and satisfaction: Manage the Student Care team to support learners in progressing through the course and achieving pass (or higher) grades. Ensure the Team assists every learner, keeps them motivated to make their best effort and maintains a positive attitude about our programmes and the opportunity for a career change. Actively maintain and improve support procedures and related knowledge bases. Collaborate with Learning Success on resolving any educational issues. Ensure all learners are met with the highest quality care interactions, the voice across the team is professional and caring and that all policies and procedures are crafted with leaner care in mind.

• Communications: Responsible for managing the collection and distribution of information to learners regarding updates to the programme and experience.

• Student onboarding and offboarding: Maintain and oversee the procedures for onboarding and offboarding learners coming on the course from various sources. Make welcome calls/one-to-many calls to onboard new learners on the course.
• Check-ins: Maintain regular proactive contact with every learner on the programme by phone, one-to-many approach and any other method, at most monthly, with the intent of making learners feel that we care about their learning and personal circumstances, while at the same time making them self-reliant.
• Safeguarding: Address and resolve student safeguarding concerns within the policy time requirement. Act as a Designated Safeguarding Lead and oversee all safeguarding activities, procedures, policies, and staff training needs.
• Student advocacy: Ensure the team meet the positive review targets as set by the Alumni and Community Manager
• DEIB: Ensure Diversity Equity Inclusion and Belonging programs and initiatives are continually part of the staff and learner experience.
• Complaints: Ensure that all learners’ issues are dealt with proactively and pragmatically to minimise escalation to a formal complaint. Ensure 100% of formal complaints are dealt with in line with policy requirements.
• Collaboration with other teams: Regarding particularly difficult learner issues, collaborate with Learning Success, Assessment, Channel and Sales to resolve issues in an effective manner. Collaborate with other Code Institute teams as learner advocate, sharing aggregate knowledge of our learner population and learner procedures.
• Admin: Oversee and lead the daily operations of the learner care team. Present weekly updates to Director of Learning Operations and the Learning Operations team. Maintain accurate Learner Record Systems. Ensure signposting mechanisms are in place for all learners (both internal and external signposting discovery and knowledge are required here)
• Performance and Change Management: Assign key metrics for team members and support them in achieving them. Ensure Quality Assurance processes are in place, adhered to and updated as required. Empower the team towards making decisions with innovative solutions being valued. Positively lead the learner care team and support the team as needed leading with a positive, can-do attitude
• Best Practice: Ensure that learner well-being is considered in all aspects of the team’s decision-making process. Consider ethical issues and follow ethical guidelines with challenging decisions.
• Project assessment and certification: Collaborate with the Learning Success Manager on the overall project assessment process. Communicate project assessment results to learners with the intent of providing them constructive feedback and motivation to improve their work going forward. During each certification cycle, review the portfolios of each learner who has finished their requirements for the programme and send out diplomas. Support graduate employment.