PERSONAL ATTRIBUTES

· Proactive and motivated with a commitment to student success.
· Resilient and adaptable with the ability to work under pressure.
· Collaborative team player who contributes positively to a supportive environment.
· Flexible approach, willing to work evenings or weekends when required.
Job Types: Full-time, Permanent
Pay: £12.21 per hour
Expected hours: 37.5 per week

Benefits:

• Company pension
• Cycle to work scheme
• Sick pay
• Transport links
• Work from home

Work Location: Hybrid remote in Glasgow G1 2P

MAIN JOB PURPOSE

The Group Student Support Advisor plays a key role in delivering excellent levels of support to students across all groups. The role focuses on resolving student queries at the first point of contact, supporting administration across courses, and encouraging progression and completion. The advisor ensures every learner has a positive experience while studying with ICS Learn.

KEY RESPONSIBILITIES

Student Support
· Identify and address the needs of students in line with company policies and awarding organisation requirements.
· Provide accurate advice and guidance regarding products, services, and course options.
· Encourage student progression, engagement, and course completion.
· Communicate courteously with students using phone, email, mail, webchat, and social media.
· Maintain accurate records of student interactions using the company CRM system.
· Support students in accessing online learning platforms, troubleshooting technical issues, and navigating course materials.
· Provide guidance on assessment submissions, deadlines, and exam scheduling.
· Monitor student progress, proactively contacting learners at risk of disengagement.
· Deliver outbound support calls/emails to encourage motivation, re-engagement, and retention.
· Handle initial student complaints professionally, seeking first call resolution wherever possible, and escalating appropriately when required.
Administration & Processes
· Respond to cancellation requests in line with company policy and Consumer Contract Regulations.
· Process payments for registration fees, exam fees, and programme fees in accordance with procedures.
· Handle basic credit control enquiries with a focus on revenue retention and cash collection.
· Liaise with tutors, assessors, and internal departments to escalate and resolve student issues effectively.
· Contribute to continuous improvement of processes and procedures for efficiency and service quality.
· Adhere to team SLA’s and KPI’s, ensuring performance targets are consistently met or exceeded.
Team & Company Contribution
· Promote and ensure compliance with company policies, including equality, diversity, health and safety, and data protection.
· Participate actively in the company’s performance management system.
· Maintain personal and professional development to meet changing demands.
· Provide cover and support across the team during staff leave and peak periods.
· Represent the Head of Student Services as required on relevant matters.
· Travel domestically when required to fulfil duties.
· Undertake any other reasonable duties as required by Senior Management, including occasional evening and weekend work to meet student and business needs.
Skills & Experience
· Proven experience in customer service or student support roles.
· Excellent verbal and written communication skills across multiple channels.
· Strong organisational skills and attention to detail.
· Ability to multitask and manage competing priorities effectively.
· Experience using CRM systems or similar databases.
· Empathetic and student-focused approach with problem-solving ability.
· Confidence in handling sensitive issues such as cancellations, complaints, and payment queries.